Resolving Complaints & Concerns

Plano ISD is dedicated to caring and our goal is to provide excellent 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 closest 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.

First Steps for Resolving Concerns

Step 1: Contact the Campus Staff Member

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

Guidelines for Communicating with Plano ISD

Maintain Respectful & 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.

Confidentiality

Time to Respond

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

[Date]

Dear [Teacher/Coach/Director/Staff],

Thank you for all you do for [My Child]. I have a concern about [briefly describe the issue or situation], and I wanted to bring it to your attention. I’d appreciate hearing your thoughts and working together to support [My Child].

You can reach me at [Your Phone Number] or [Your Email Address]. Thank you for your time.

Sincerely,
[Parent Name][Fecha]

Estimado/a [Nombre del maestro/entrenador/miembro del personal]:

Gracias por todo lo que hace por [Mi Hijo/a]. Quería comentarle una inquietud sobre [describa brevemente el problema o situación] y ponerlo/a en su conocimiento. Me gustaría conocer su opinión y trabajar juntos para apoyar a [Mi Hijo/a].

Puede comunicarse conmigo al [Su número de teléfono] o [Su correo electrónico]. Gracias por su tiempo.

Atentamente,
[Nombre del padre/madre/tutor]

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).

Submit a Formal Complaint