International Baccalaureate Program
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MKIB Complaints Procedure
2024-2025
Scope of this document
This document outlines the procedure that should be followed by an external stakeholder of the International Baccalaureate (IB) program who has a complaint about the implementation of the program that is outside of the scope of the individual IB World School. These circumstances are explained in detail by the International Baccalaureate Organization (IBO). This document outlines the complaint procedure for complaints that are outside of the scope of the standard Morris Knolls International Baccalaureate Program (MKIB) complaint procedure.
Standard MKIB Complaint Procedure
- The main point of contact for all issues and complaints pertaining to the MKIB program is the DP program coordinator.
- The DP coordinator will endeavor to respond to any concern within 24 hours and to resolve the issue within 3 business days.
- Note: in circumstances pertaining to external IB assessment decisions, the procedure outlined here will be followed.
- In cases, when individuals request a re-marking of IB papers, they will be solely responsible for the cost of the re-assessment.
- Note: in circumstances pertaining to external IB assessment decisions, the procedure outlined here will be followed.
- The DP coordinator will endeavor to respond to any concern within 24 hours and to resolve the issue within 3 business days.
- If the complainant is not satisfied with the response from the DP coordinator, they can then elevate the concern to the vice principal responsible for the MKIB program.
- The vice principal will endeavor to respond to the concern within 24 hours and to resolve the issue within 3 business days.
- If the complainant is not satisfied with the response from the Vice Principal, they can then elevate the concern to the building principal.
- The principal will endeavor to respond to the concern within 24 hours and to resolve the issue within 2 business days.
- If the complainant is not satisfied with the response from the principal, they can then elevate the concern to the district superintendent.
- The superintendent will endeavor to respond to the concern within 24 hours and to resolve the issue within 2 business days.
Complaints directly to the International Baccalaureate Organization (IBO)
Under normal circumstances, all communications to the IBO should be conducted through the program coordinator. However, in circumstances in which an external stakeholder believes that the school in not in compliance with IBO regulations, they should follow the following procedure in order to file a complaint directly with the IBO. The following is taken directly from the IB Complaints Procedure.
Initial submission of a formal complaint[1] Complaints should be submitted in writing to the email address complaints@ibo.org[2] . Please provide as much information as possible about the nature of your complaint and the departments or services involved. Specifically, you must supply us with the following:
- Your name, a contact address and telephone number or email address to allow the IB to contact you with regards to the complaint.
- If you are an IB student (or legal guardian of an IB student), the name and code of the IB World School which you attend or have attended.
- If you are an IB Educator, your personal code and your role(s).
- The service and/or department your complaint relates to.
- The details of your complaint including any previous attempts to resolve the matter and copies of all relevant documentation (where available).
The Customer Service team will acknowledge receipt of your complaint within three business days and will forward your complaint to the appropriate head of department, director or chief officer.
The head of department, director or chief officer will oversee an investigation of the matter, and you may be contacted for further information if this is necessary. The head, director or chief officer will aim to respond to you with his or her conclusions within fifteen business days of receipt of the complaint from the Customer Service team. Where more time is required you will be notified, with an estimate of the timeline for receiving a final response.
The IB reserves the right to cease corresponding with a complainant if their correspondence is, in our reasonable opinion, frivolous, vexatious, abusive or if the matter has reached a conclusion within the framework of the formal complaint process.
Appeal against the response of the head of department, director of chief officer
If your complaint falls within the scope of this procedure, and you remain dissatisfied with the response you receive, you may appeal to the Director General of the IB.
The appeal to the Director General should be made within fifteen business days of you receiving a final response from the head, director or chief officer. Please provide full details of the reasons for the appeal and any relevant information including all correspondence with the IB in relation to the complaint and the response you have received from the head, director or chief officer.
Your appeal should be clearly marked as “an appeal against the response received in relation to a complaint”, be addressed to the Director General and emailed to: director.general@ibo.org
Please note that you will not receive a response if you have not first submitted your complaint through complaints@ibo.org and received a reply from a head of department, director or chief officer. Similar to the submission of complaints, receipt of your application will be acknowledged within three business days.
The Director General will aim to communicate to you the outcome of his/her review within thirty business days of receiving your application. Where more time is required, you will be contacted without delay and provided with an update on progress of the review and an estimate of when you will receive a final response.
- The main point of contact for all issues and complaints pertaining to the MKIB program is the DP program coordinator.