Concerns and complaints
We want to hear from you. Most concerns are resolved quickly by talking to the right person. This procedure explains what to do, who will help, and how quickly we respond.
What kinds of concern this covers
Any concern about school life, for example:
- Teaching and learning: lessons, homework load, marking, reports or a child's progress.
- Communication: information that was unclear, late or missing.
- Boarding: care, meals, rooms, laundry, leave or houseparents.
- Behaviour: how a student or a member of staff has behaved.
- Facilities, activities and trips.
- Invoices and payments.
- A decision we have made, such as a disciplinary response.
Bullying is handled under our anti-bullying policy, which starts immediately. Any worry about a child's safety is handled under our Child Protection Policy.
Who can use this procedure
Parents and guardians, students, and members of the public who have a concern about Harvest Academy Malaysia.
Worried about a child's safety? Do not wait for this procedure. Contact administrative personnel straight away on +604-970 4884, and see our Child Protection Policy.
Stage 1: talk to us informally
Most concerns are best raised with the person closest to the issue: the class teacher, the subject teacher, or the houseparent for boarding matters. Speak to them at school, or contact administrative personnel, who will pass your concern to the right person.
Stage 2: make a complaint to administrative personnel
If your concern is not resolved, or you prefer not to raise it with the person involved, contact our administrative personnel:
- In person at the school office, 45, Jalan Bukit Kaya, Taman Bukit Kaya, 01000 Kangar, Perlis
- WhatsApp or phone: +604-970 4884
- Email: [email protected]
Please tell us what happened, when, who was involved and what you would like us to do. We will:
- acknowledge your complaint within three working days;
- look into it fairly, speaking to the people involved; and
- aim to give you a response within 10 working days. If it will take longer, we will tell you why and when to expect an answer.
Stage 3: ask the CEO to review
If you are not satisfied with the response at stage 2, you can ask, in writing or by email, for the CEO to review your complaint. The CEO will review how it was handled and the outcome, may meet you, and will give a final response, normally within 10 working days. The CEO's decision is final.
If a complaint involves a child's safety, this procedure is paused and the matter is handled under our Child Protection Policy.
Our promises
- Fair: we listen to everyone involved before reaching a decision.
- Confidential: details are shared only with those who need to know.
- No disadvantage: a student will never be treated less favourably because they or their family raised a concern.
- Learning: we keep a record of complaints and use them to improve.
Please help us help you
We ask everyone to raise concerns politely and respectfully. Complaints are best raised within three months of the event. We may not be able to investigate anonymous complaints fully, but we will always take note of them. Discussions about a complaint should not take place in public, including on social media, while we are working to resolve it.