There may be times when you or your child feel
adversely affected by a decision made at the School, Centre or Board level.
To file a complaint you must first have been in contact with the school principal, or the centre or department director concerned. If necessary, your concern may be forwarded to the Director General. Please be sure to have all the required information on hand and a clear idea of your expectations.
If you are not satisfied with the response you have received, you may launch an appeal with the Secretary General.
New Frontiers School Board
214, rue McLeod, Chateauguay, QC J6J 2H4
The Secretary General will contact you within five working days of receiving your complaint and will guide you through the necessary steps.
In the unlikely event that following this process you still feel that the issue remains unresolved, our Student Ombudsman, a neutral third party appointed by the Council of Commissioners, is available to assist you through the next level of the process. Contact the Ombudsman within 90 days of the incident in question.
The Student Ombudsman may:
- take up a complaint at any stage if she considers that intervention is necessary to prevent harm from being caused to the complainant.
- upon summary examination, dismiss a complaint, if in her opinion it is frivolous, vexatious or made in bad faith.
- refuse or cease to examine a complaint if she has reasonable cause to believe that intervening would clearly serve no purpose.
For complete information on the process please refer to our JCEA By-Law governing examination of complaints. To file a complaint, please download, complete and return the attached form: NFSB Complaint Form.pdf
Rights of the Complainant
- The complainant has the right to be accompanied by the person of his choice at any stage of the complaint process; however, interventions may only be made by the student and/or parent/guardian.
- The complainant has the right to confidentiality and to freedom from any form of retaliation.
- The Student Ombudsman reports directly to the Council of Commissioners.
- The Student Ombudsman is not an employee of New Frontiers School Board.
- The Student Ombudsman is impartial.
- The Student Ombudsman will keep all matters in strict confidence.
- The Student Ombudsman may require the cooperation of any staff member of the school board whose expertise is considered necessary.
- The Student Ombudsman cannot revise, reverse or modify existing New Frontiers School Board by-laws or policies.
- The Student Ombudsman may, upon summary examination, dismiss a complaint if, in his opinion, it is frivolous, vexatious or made in bad faith. The Student Ombudsman may also refuse or cease to examine a complaint if he has reasonable cause to believe that intervening would clearly serve no purpose or that the length of time having elapsed between the events that gave rise to the dissatisfaction of the user and the filing of the complaint makes it impossible to examine the complaint.
- The Student Ombudsman may make recommendations based on his findings, and they must be presented to the Council of Commissioners within 30 days of receipt of the complaint.
- The Council of Commissioners will decide and have final say regarding the proposed recommendations.
- The Student Ombudsman will advise the complainant in writing as to the outcome.
- The Student Ombudsman will only share his recommendations with the complainant after the Council of Commissioners has been informed.