If this spike in complaints reflects cultural change, as many in the industry suspect, then it’s time for schools to be proactive rather than reactive in their complaints handling processes. A proactive approach to complaints management should involve a genuine, fresh and holistic review of not just this complaints procedure, but the processes and procedures that underpin it. This could instigate a review of internal processes, staff training or improved communication practices with parents. De-escalation strategiesCommunication is a crucial part of any complaints management strategy as it is at the heart of building relationships and trust with parents. In relation to the complainant, this may include restricting the individual’s access to the school site or contact with school staff.