Resolving Complaints & Concerns
Plano ISD is dedicated to caring and our goal is to provide excellent customer service to our families and community. This page provides details on how to get your questions answered, provide feedback or resolve concerns in the shortest amount of time possible. In order to expedite resolving your concerns, the Plano ISD Board of Trustees and leadership team encourage students and families to communicate with the appropriate teacher, principal or other campus administrator who has the authority to address the concerns.
Issues should be expressed as soon as possible to allow early resolution at the lowest possible administrative level. Individuals who have not followed this communication protocol will be directed to the appropriate step based on the circumstances, which may prolong the resolution process.
Step 1: Contact the Campus Staff Member
The most direct route to resolving a concern is to work directly with the person involved, (teacher, coach, etc.). A great majority of questions and concerns are resolved by a conversation between those involved.
Step 2: Contact the Campus Administrator
The principal and assistant principal(s) are responsible for the school’s operation. Explanations of policies and procedures, various clarifications and all types of campus information are available in campus administration offices.
Informal resolution shall be encouraged but shall not extend any deadlines in the complaints/grievances policy, except by mutual written consent. [Policy FNG(Local)]
Step 3: Follow Topic-Specific Steps
Use the icons/navigation tools provided on this page to follow topic-specific steps for resolving student and family concerns.
Maintain Respectful and Open Communication
Plano ISD is committed to treating parents and other community members with respect and expects the same in return, promoting mutual respect, civility and orderly conduct among employees, parents and the public. The district seeks to maintain to the extent possible and reasonable, a safe, harassment-free environment and encourages positive communication. [Policy GKA(Local)]
To that end, we request that parents observe the following when communicating with teachers and staff:
- Use a respectful and polite tone.
- Be ready to provide information, as well as to listen to teacher/staff observations and perspectives.
- Enter the exchange with an open mind and assume a shared best interest for your child.
- Be prepared to work collaboratively to resolve concerns or problems.
- Threats and/or inappropriate language toward staff members will not be tolerated.
ConfidentialityRecognize that confidentiality may limit information that can be shared from the school or district to parents, including consequences for other students’ behavior.
Time to Respond
- Teachers/Staff will make every effort to respond as soon as possible to parent communications, with the understanding that the teaching day sometimes precludes immediate responses.
- Teachers and staff may need some time to collect needed information before responding.
Whom to Contact
- Most communications regarding classroom concerns should be directed first to your child’s teacher (or to the director, coach or other staff member closest to the matter).
- If you have an issue with a particular staff member, first try to address those concerns with that staff member directly.
- If you have discussed with your child’s teacher and the issue has not been addressed to your satisfaction, then move to the next level. Use the links provided on this page to follow the appropriate steps based on issue, concerns or questions.
- Please know that Plano ISD staff members value collaborating with you in the shared best interest and success of all students.
Sample Communication to Teacher/Staff
I want to let you know that I appreciate the ways you have been working to make school a great place for [My Child] to learn. [My Child] is working hard at home and I hope you are seeing that at school, as well.
Because I know that you value collaboration with parents and families to improve student success, I am writing to let you know about a classroom concern that I have. [Briefly describe the concern.]
I know that you are a thoughtful teacher, so I was hoping you’d be open to sharing your input and point of view. We can talk by telephone, email or I’m also available for a face-to-face meeting at your convenience. You can reach me at [Telephone number or email address].
Thank you for your time.
Quiero que sepas que aprecio la forma en que has trabajado para que la escuela sea un gran lugar para que [mi hijo] aprenda. [Mi hijo] está trabajando duro en casa y espero que también lo vean en la escuela.
Porque sé que aprecian la colaboración con los padres y las familias para mejorar el éxito de los estudiantes, les escribo para hacerles saber una preocupación que tengo en el aula. [Describa brevemente la preocupación.]
Sé que eres un maestro considerado, así que esperaba que estuvieras abierto a compartir tu opinión y tu punto de vista. Podemos hablar por teléfono, correo electrónico o también estoy disponible para una reunión cara a cara a su conveniencia.
Gracias por su tiempo.
[Nombre del padre]
Formal Complaint Process
If an informal resolution is unsuccessful or not appropriate in a particular circumstance, an individual may file a formal complaint or grievance. Informal resolution shall be encouraged but shall not extend any deadlines in the formal grievance policy, except by mutual written consent. This process will be conducted in accordance with board policy FNG(Local).