Complaints
If something is wrong, we want to hear about it and put it right. Here is how.
We review our policies every year and whenever something changes. Ask the school office for a printed copy.
- Version
- 1.0
- Approved by
- Khamis Abubakar Juma, Principal
- Next review
- November 2027
How to raise a complaint
If your worry is about a boy's safety, do not wait for this procedure. Go straight to the Designated Safeguarding Lead, Khamis Abubakar Juma. See Safeguarding.
-
Talk to us. Contact his teachers, the teacher on duty in the boarding house or the school office by phone or WhatsApp on +255 704 008 932 , or come in. Most problems are settled at this stage. We aim to answer within 3 working days.
-
Write to the Principal. If it is not settled, write to the Principal, Khamis Abubakar Juma, by letter, by email to admissions@olgunsecondary.com or by WhatsApp. Say what happened and what you would like the school to do. We confirm we have received it within 3 working days and send a written answer within 15 working days.
-
Ask for a review. If you are still not satisfied, write to the school's owners, The Institute of Holistic Education Zanzibar, through the school office, within 20 working days of the Principal's answer. Someone from the owners who was not involved before looks at the complaint again. You will receive a final written answer within 20 working days.
-
Outside the school. You can also raise a complaint that is still not settled with the Ministry of Education and Vocational Training, Zanzibar. For a complaint about personal data, see our privacy policy.
If a complaint is about the Principal, start at the review step.
What this procedure covers
Any worry a parent or guardian has about the school: teaching, boarding, food, health care, communication, fees or how a member of staff has behaved.
- Safeguarding concerns go straight to the Designated Safeguarding Lead, not through this procedure.
- If you think a decision on admission, or on sending a boy home, was wrong, ask the Principal to look at it again. If it is still not settled, use the review step above.
- Concerns raised by staff about their own employment are dealt with separately by the Principal.
What we promise
- Your son will not be treated any differently because you complained.
- You can write or speak in English or Kiswahili.
- You can bring a relative or friend to any meeting.
- We keep your complaint confidential and share it only with the people who need to deal with it.
- If we need more time, we tell you why and when you will hear from us.
- If we got something wrong, we say so and tell you what we will change.
If you live away from Zanzibar
You can raise a complaint by WhatsApp or email, and any meeting can be held by video call. A relative in Zanzibar can come to a meeting for you if you tell us in writing that they may.
Complaints without a name
We read every complaint, including those sent without a name. We may not be able to answer or fully look into it without knowing who you are.
Records
We keep a written record of each formal complaint, what was decided and why, for 3 years. Each year the Principal looks back over the complaints to see what the school should change.
Come and see the school.
Walk the classrooms and dormitories, meet the teachers and ask your questions in person.