Raising a complaint with us
Incident and Concern Reporting Procedure
1. Purpose
The purpose of this Procedure is to ensure that concerns, complaints, incidents, and safeguarding matters connected to Ramzunā Languages are identified, reported, and addressed appropriately.
Ramzunā Languages encourages all team members, volunteers, students, parents, partners, and other stakeholders to raise concerns in good faith where they believe a student, volunteer, or the organisation may be at risk of harm or where organisational standards may have been breached.
2. Scope
This Procedure applies to all individuals acting on behalf of Ramzunā Languages, including volunteer teachers, team members, advisors, interns, partners, and members of leadership.
It also applies to students, parents or guardians, and other individuals who wish to report concerns relating to Ramzunā Languages activities.
3. What Should Be Reported
The following should be reported under this Procedure:
Complaints from students, parents, volunteers, or partners.
Safeguarding concerns.
Concerns regarding the welfare or safety of a student.
Alleged breaches of organisational policies.
Volunteer, team member or student misconduct.
Harassment, discrimination, or bullying.
Psychological/Emotional abuse.
Breaches of confidentiality, privacy, or data protection, including the unauthorised disclosure of student, teacher, or team member information, safeguarding information, personal data, recordings, images, or other confidential information.
Security incidents affecting students, volunteers, or organisational activities.
Serious disputes
Conflicts of interest.
Reputational risks.
Any incident that may result in harm to an individual or to the organisation.
Complaints are considered a form of concern and may be reported through this Procedure.
4. Reporting a Concern or Incident
Concerns or incidents should be reported as soon as reasonably practicable after they are identified. Reports may be submitted in by email or through the Online Report Form.
Email: safeguarding@ramzunalanguages.org
Online Form: Use our Online Report Form Here
5. Information to Include
Where possible, reports should include:
The date and time of the incident or concern.
The names of any individuals involved.
A description of what happened.
Any immediate actions taken.
Any witnesses or supporting information.
Individuals are not expected to investigate concerns themselves before making a report.
6. Assessment and Response
Upon receiving a report, Ramzunā Languages shall:
Assess the nature and seriousness of the concern.
Determine whether immediate action is required.
Consider whether additional information is needed.
Determine any appropriate safeguarding, disciplinary, operational, or organisational response.
Record actions taken and outcomes.
Safeguarding concerns shall be managed in accordance with the Child Safeguarding Policy.
7. Confidentiality
All reports shall be handled with appropriate confidentiality.
Information shall only be shared with individuals who need the information in order to protect individuals, fulfil organisational responsibilities, investigate concerns, or comply with legal obligations.
Personal information shall be handled in accordance with applicable data protection requirements.
Reports may be submitted anonymously. Ramzunā Languages will consider and assess anonymous reports in the same manner as other reports, to the extent reasonably possible. However, anonymous reporting may limit the organisation's ability to verify information and conduct a thorough investigation.
8. Protection from Retaliation
Ramzunā Languages will not tolerate retaliation against any individual who raises a concern or reports an incident in good faith.
Knowingly false or malicious reports will themselves be treated as misconduct.
9. Record Keeping
The organisation shall maintain appropriate records of reported incidents and concerns.
Records shall be stored securely, and access shall be restricted to authorised individuals.
Where appropriate, actions taken and outcomes shall also be recorded.
10. Review
This Procedure shall be reviewed at least every two years, or sooner where operational, legal, or safeguarding developments make review necessary
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contacteam@ramzunalanguages.org
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