The relations desk
Queries, complaints and grievances — the queue, the clocks, and what you cannot see.
GoldThis is a Gold feature. If your school is on a lower plan, this screen will not appear.
Everything raised to the school that it has to answer.
Three tracks
Queries are questions. Complaints are things to put right. Grievances are formal and follow a process with time limits. They share one desk because a complaint sometimes becomes a grievance and the history has to survive that.
Clocks run on working days
Response times are measured in the school's own working days, from the school calendar and in the school's timezone. A wrong holiday on the calendar makes a deadline wrong.
Confidential cases are not yours by default
Safeguarding and harassment cases are restricted to a named committee. If you are not on it, you cannot see them — not "can see but not open". An administrator is not automatically a member.
This is enforced in the database, not by hiding a menu.
Anonymous reports
A reporter can be given a reference and no identity. There is no way to work backwards from the report to the person, deliberately. If a case needs more information and the reporter is anonymous, the only route is the reference they hold.
Every case must have a reader
A confidential case with nobody assigned to read it is a case nobody can act on. If your school has no committee configured, configure one before you need it.
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