Resolving complaints and concerns 

We are committed to providing exceptional service and fostering a supportive environment for our students, families, and community. This page outlines how to get questions answered, share feedback, or resolve concerns as efficiently as possible.

To ensure timely resolution, the Garland ISD Board of Trustees and district leadership encourage parents, students, and community members to first communicate directly with the teacher, principal, or other campus administrator best positioned to address the concern.

Concerns should be brought forward promptly to allow resolution at the closest appropriate level. Individuals who have not followed this communication process will be referred to the proper step based on their situation, which may extend the time needed to resolve.

Getting started

If you have a concern and are uncertain where to begin, consider the following guiding questions:

• What is my concern?
• Who is involved (teacher, student, or staff member)?
• Is the issue related to a school activity, a classroom matter, or a district service? 

Communicating with GISD

We are committed to supporting positive and productive communication between families and staff. The following guidelines help ensure respectful, timely, and effective communication throughout the resolution process.

Steps for resolving classroom and campus concerns

The most direct route to resolving a concern is to work directly with the person involved (teacher, coach, etc.). For concerns involving students or classroom instruction, the first step is to contact your child’s teacher. Campus staff must be informed to ensure concerns are handled promptly and according to district procedures.
A great majority of questions and concerns are resolved by a conversation between those involved.

• Step 1: Contact the classroom teacher to discuss the issue.
• Step 2: If the concern is not resolved, reach out to the campus assistant principal or principal.
• Step 3: Additional Resources | Use the links provided on this page to explore department-specific guidance and steps for addressing student and family concerns. Each section outlines the appropriate point of contact, recommended next steps, and district procedures to help ensure your concern is resolved efficiently and at the appropriate level. 

Not resolved? Formal Complaint Process

If an individual has completed the informal steps listed above and the concerns have not been resolved, the individual may then file a formal complaint.   Note that the formal complaint process is specifically structured and may not allow for a dialogue regarding the concerns. Individuals should only use the formal complaint process after completing all of the informal steps above. When filing a formal complaint, individuals should review the GISD Complaint Procedures for specific instructions on how to properly file a complaint.  This process will be conducted in accordance with board policy FNG(Local).   Please be aware that per board policy some complaints must follow a different process before being filed under FNG Local.  

Level 1

If you have gone through the previous informal steps of problem-solving and have not met a satisfactory conclusion, you may then move into the formal process by filing the following: 

• Complaint received at the campus level within 15 days of incident
• Campus Investigation based on report and hold a conference with complainant within 10 days
• The original complaint form must be completed
• Seek resolution at lowest level
• Response in writing set forth basis of decision within 10 days

Level 1 complaint form 
Spanish - Level 1 complaint form

Level 2

• Level One decision(s) may be appealed to Student Services only after the process has been followed and written appeal received within 10 days of the decision  A conference will be set within 10 days of notice.  All information is limited to the Level One issue.
• Written response within 10 days regarding decision at Level Two

Level 2 appeal notice
Spanish - Level 2 appeal notice

Contact School Board

• The Garland ISD school board can be contacted by requesting a hearing through the superintendent's office.
• The Garland ISD Board of Trustees serves as an appeal body in resolving disputes.

Level 3

• The Level Two decision may be appealed to the Board of Trustees
• Written appeal must occur within 10 days of Level Two response
• Time, date and location will be provided to complainant
• All records will be included from Levels One and Two
• The Board will hear the complaint; but may not respond which upholds the administrative decision at Level Two

Level 3 appeal notice
Spanish - Level 3 appeal notice