This page explains how SD36 expects parents, students, and community members to raise concerns or complaints, drawing together the district’s Parent Involvement page, Policy #9902 – Appeal Procedures, Procedure #9902.1, and the broader policy framework.

How the district frames complaints

Surrey frames concern resolution as part of its Parent Involvement page, positioning the escalation process alongside guidance on building positive relationships with schools. The district encourages parents to get to know the people who work with their children, to arrange appointments so concerns can be heard without distraction, and to organise thoughts before meetings. The escalation model is clearly presented in six numbered steps, from the staff member involved through to the provincial Superintendent of Achievement, with the Board appeal at step 5 explicitly referencing Policy #9902 and providing a linked appeal form. For emergency or student safety situations, the district notes that families may proceed directly to step 2 or 3.

The formal appeal process is governed by Policy #9902 – Appeal Procedures, which recognises the right of a student or parent to appeal a decision that significantly affects the education, health, or safety of a student. The district also maintains Procedure #9902.1 (appeals involving district staff) and Procedure #9902.2 (appeals involving non-district staff or volunteers), which extends similar protections to complaints about the actions of non-employees working in schools.

Common issues covered

• Student discipline and suspensions
• School-based decisions affecting education, health, or safety
• Programmes, services, and supports
• Staff conduct or decision-making
• Actions of non-district staff or volunteers in schools
• District operations or policies

Under Policy #9902, the Board recognises the right to appeal any employee decision that significantly affects the education, health, or safety of a student. Decisions that do not meet this threshold are within the final authority of the superintendent.

Step-by-step process

Step 1: Raise the concern with the staff member involved Start with the person whose action gave rise to the issue or concern — typically the classroom or subject teacher. For district-wide issues, start with the appropriate department or supervisor.

Step 2: Escalate to the principal If the issue remains unresolved, contact the school principal. The district notes that in cases involving student safety or other emergency situations, families may proceed directly to this step or step 3.

Step 3: Escalate to the assistant superintendent If the concern is still unresolved, contact the assistant superintendent for the school. During these steps, families may also be referred to other departments within the district.

Step 4: Request involvement of the deputy superintendent or superintendent If the matter remains unresolved at the assistant superintendent level, families can request the involvement of the deputy superintendent or the superintendent.

Step 5: Board of Education appeal under Policy #9902 For some situations, parents or students can appeal a decision of a district employee to the Surrey Board of Education. The appeal must be in writing, referencing Policy #9902, and the district provides an appeal form for this purpose. All board correspondence should be addressed to the Secretary-Treasurer. Matters involving specific staff may be handled according to Regulation #10500.2 – Correspondence Addressed to the Board or Board Chairperson and may be reviewed in a special (in camera) meeting. The Board generally encourages complaints and disputes to be dealt with at the point closest to where the dispute first arises, pursuant to Policy #10500 – Public Requests and/or Complaints.

Step 6: Provincial appeal to the Superintendent of Achievement If concerns remain after the board-level process, in limited circumstances a board decision can be appealed to the provincial Superintendent of Achievement under section 11.1 of the School Act. The district explicitly names this step and provides a link to further details on its Parent Involvement page.

Guiding principles

• The district encourages resolution at the point closest to where the dispute first arises.
• Decisions that do not significantly affect education, health, or safety are within the final authority of the superintendent.
• The district provides an appeal form and explicitly references Policy #9902 on its public-facing page.
• The provincial Superintendent of Achievement is named as a step 6 option.
• Senior managers may act on concerns that come to their attention, even anonymously.
• The district extends appeal protections to complaints about non-district staff and volunteers through Procedure #9902.2.

Official district source

• Parent Involvement – Resolving Concerns
• Policy #9902 – Appeal Procedures
• Procedure #9902.1 – Appeal Procedures
• Procedure #9902.2 – Appeals Procedure – Non-School District Staff or Volunteers
• Policies & Procedures