The problem is that there is a protocol for complaint. It's a ladder and you MUST step on each rung in the correct order.

If the order is not followed correctly, the next step on the rung will reject the complaint until the order is followed properly.

It's an easy way out if a parent is trying to be heard by the CMC but they've not contacted the Department Zonal Officer. Or whatever rung they stopped at.

It's absolutely stupid, but it's protocol and bureaucratic red tape.

Each complaint needs to be in written form with a copy of the letter written to the previous person... The higher a parent goes up the ladder - the more pointed and less emotional the letter must be. By the time the letter needs to go to the upper rungs, it must include where every other person has failed the parent (what was ignored etc) and have no emotion in it, yet show the caring of the parent towards their child.

Also, by the time it gets to the upper rung, the written complaint needs to be about how the parent has been ignored by the lower rungs of the ladder and only include a FEW of the original issues that started the need to to complain in writing.

It's almost a flow chart.

Complaint in writing to CSO showing issues.
Complaint in writing to Team Leader showing issues and where CSO ignored written complaint + copy of letter originally written to CSO.
Complaint to Office Manager showing issues and where CSO and Team Leader have ignored complaint + copy of letter to CSO + copy of letter to Team Leader.
Complaint in writing to Zonal Officer showing issues and where CSO, Team Leader and Office Manager have ignored complaint + plus copy of letter to CSO + copy of letter to Team Leader + copy of letter to Office Manager.

By the time the letter writing gets to an area like the CMC or higher it needs to be about who has ignored the parent and when and how.

Each letter needs to be given sufficient time for a response.