Community Complaints
Overview
We know that concerns about your student’s education or school experience are important. If something doesn’t feel right, we want to hear from you.
This page explains how our community complaint process works, what you can expect, and how the DC Public Charter School Board (DC PCSB) uses complaints to support student well-being and hold schools accountable.
How the Process Works
DC PCSB uses its complaint process to make sure schools are responding to concerns and following their own policies, as well as local and federal laws.
While we do not make decisions in individual disputes between families and schools, we do:
- Review the concerns you share
- Ensure the school responds appropriately
- Monitor for patterns across complaints
- Take action when needed to make sure schools are meeting their responsibilities
How We Support Families
When helpful, we may also connect families to additional resources or organizations that can provide direct support.
Your voice matters. Sharing your concerns helps us ensure that all students are safe, supported, and receiving a quality education.
To submit a community complaint or concern, contact us at 202-963-0968 or
[email protected].
Schedule a Virtual Meeting
Please click “schedule virtual meeting” to talk with our Community Complaints Specialist, J. Brianna Smith.
Frequently Asked Questions (FAQs)
Take a look at responses to the most common questions community members ask about the complaint process.
If you are experiencing issues or have concerns at your child’s public charter school, the recommended approach is to first engage the school’s formal grievance process. This begins by reaching out to the principal or head of school to discuss your concerns directly. It’s important to follow the established protocol to ensure that your complaint is addressed promptly and effectively.
- Should the response from the principal or head of school not resolve your issue, or if you are dissatisfied with how it was handled, your next step should be to contact the school’s board. The board has oversight responsibilities and can provide further recourse in addressing your concerns.
- If after following these steps — contacting both the school leader and the school’s board — you still find the resolution unsatisfactory, then you should reach out to the DC Public Charter School Board (DC PCSB). At this point, it is useful to document all prior communications with the school and the board, as this information will aid the DC PCSB in understanding the situation fully
and in determining the appropriate action to be taken.
Board contact information can generally be found on your child’s school website. This information is typically listed in the ‘About Us’ or ‘Governance’ sections. If you are unable to locate the contact details on the website, please contact the principal
at the school who can provide you with the necessary information to reach the Board of Trustees.
Once you have filed a complaint with the DC PCSB, the following steps will be taken:
- Notice and Response: DC PCSB will send a formal notice to the school’s community complaint point of contact and the school’s board chair.
- School’s Response: The representatives from the school will have 5 days to respond to the DC PCSB staff with a proposed resolution to the issue.
- Resolution Sharing and Follow-up: DC PCSB staff will then share this resolution with you and assess whether the proposed steps adequately address the complaint.
- If a complainant remains dissatisfied, but the school has shown that it (a) adhered to its own policies and procedures, (b) did not violate any laws or its charter, and (c) made a sincere effort to address the concerns, DC PCSB may consider the complaint resolved.
School Leader Contact Information
Your first and best source of information is always the school’s leadership (e.g., principal, executive director). Please do not hesitate to contact your student’s school for help. View a complete directory of contact information for all DC PCSB schools.