Collaborating with our stakeholders on issues that impact on lived experience in ESF is vital for fostering trust, transparency and a sense of belonging. This helps us ensure that our stakeholders feel listened to and valued and enables us to explore where we may do better.
In some cases, unresolved issues may escalate into formal complaints. When this happens, the ESF Complaints Policy should be followed to ensure prompt and fair management in the best interests of all parties involved.
The ESF complaint handling process consists of four stages:
Stage 1 – Locally Managed Informal Process
When issues negatively impact on ESF experience, ESF encourages stakeholders to first address these issues directly with the school or relevant office at ESF Explore or ESF Centre. This could involve speaking with a child’s teacher or a line manager of the person with whom there is an issue. In most cases, these issues are resolved amicably.
Stage 2 – Locally Managed Formal Process
If issues remain unresolved at Stage 1, complainants may file a formal complaint at Stage 2. Formal complaints at Stage 2 shall be lodged using the online Formal Complaint Form via the Complaint Management System (CMS).
The CMS can be accessed on the following:
- ESF website (for all stakeholders)
- ESF App (for parents)
- Assembly (for staff)
If the complainant considers it inappropriate to manage their complaint at Stage 1 or 2, or if the complaint is directly about the Principal/Head of School (for kindergartens), the Head of Business Development and Operation for ESF Explore, or a Director or member of the Senior Management at ESF Centre, they may file their complaint at Stage 3.
Click to file a formal complaint at Stage 2: Complaints Management System
Stage 3 – Centrally Managed Formal Process (Escalation to ESF Centre)
Complainants may escalate their formal complaint to ESF Centre if, after completing Stage 2, they remain unsatisfied with the outcome of the investigation.
Complaints at Stage 3 shall be lodged using the online Complaint Escalation Form. The completed Complaint Escalation Form must be submitted to the following:
- (Staff Stakeholders) staffresolution@esfcentre.edu.hk
- (Non-Staff Stakeholders) nonstaffresolution@esfcentre.edu.hk
Stage 4 – Appeal to CEO
If the complainant is still unsatisfied with the outcome of the investigation at Stage 3, they may send a letter to the CEO seeking an appeal. The letter should include the case number of the complaint, as indicated in the Stage 3 investigation report, and be addressed to:
Chief Executive Officer
English Schools Foundation
25/F 1063 King’s Road, Quarry Bay, Hong Kong
E-mail: ceooappeals@esfcentre.edu.hk