By William Crooks

Local Journalism Initiative

At the April 22 public meeting of the Eastern Townships School Board (ETSB), council members received an in-depth overview of Quebec’s new three-step student complaint procedure from Me Jean-François Bernier, the province’s student ombudsperson. The presentation, which opened the meeting, was delivered entirely in French—something Bernier explained was required by provincial law.

The presentation, given on behalf of regional ombudsperson Caroline Audette, was the first annual report under the new system and offered insight into how the revamped complaint process is being implemented across the Appalaches–Cantons region, which includes the ETSB and several other educational institutions.

“This is the first year of the application of the new procedure,” Bernier explained, outlining the step-by-step framework designed to handle complaints in an impartial and structured way.

The process begins at the school level: a student or parent must first address their concerns directly with the involved staff member. If unresolved within 10 working days, the issue moves to the second step—typically a complaints officer designated by the school board—who then has 15 working days to respond in writing. If still unsatisfied, the complaint can be escalated to the regional student ombudsperson.

“This third stage is completely independent,” Bernier emphasized, noting that regional ombudspersons are appointed by the Minister of Education on his recommendation and do not report to school boards. “This ensures not only impartiality but the appearance of impartiality, which is just as important.”

In the Appalaches–Cantons region, 73 complaints were received during the 2023–2024 school year. By June 30, 31 of those had been fully resolved. Bernier clarified that cases are not considered closed until all recommendations have been implemented. Of the completed cases, 41 per cent were found to be well-founded. In total, 64 recommendations were issued, all of which were accepted—either entirely or in part—and fully implemented.

At the ETSB, six complaints were lodged over the year, concerning seven distinct issues. Of these, five were determined to be well-founded. Eight recommendations were issued, and according to Bernier, all were accepted and acted upon. “It’s a good job on your part,” he told the council. “Your collaboration has been excellent.”

Bernier emphasized the importance of delivering decisions in writing during the second step of the process, noting that they must include not only the rationale behind the outcome but also instructions for how to proceed to the third step. “That information is essential for fairness and transparency,” he said.

He also highlighted the legal requirement for school boards to inform students and parents about the complaint process at the start of each school year. To support this, his office distributed visual materials and posters—bilingual and ready for use in student agendas and on school websites. Schools can request more posters or digital slides at any time, he said, by contacting his office.

Bernier concluded the report by noting that governing boards, student committees, and parent groups may request formal advisory opinions from the regional ombudsperson on relevant issues. Two such public opinions have already been published—one regarding schoolyard safety during winter, the other concerning end-of-year exam scheduling.

During the question period that followed, commissioners asked if future reports could include data separating complaints resolved in the current year from those carried over. Bernier agreed it was a worthwhile suggestion.

A further question focused on how to share complaint information with parents when schools no longer distribute printed agendas. Bernier confirmed that digital materials already exist and encouraged schools to contact his office for tailored support.

Another commissioner asked whether the posters distributed to schools were bilingual. Bernier confirmed they were sent in both French and English to all English-language schools in Quebec.

Addressing classroom realities

During public question period, representatives from the teachers’ union expressed concern that class assignments often contradicted the board’s stated goal of following an attachment-based approach to education. They said students were frequently assigned to multiple teachers, even in situations where consistency is known to foster stronger relationships.

The council acknowledged the tension between pedagogical ideals and staffing realities. “The ideal scenario is not always possible,” she said, “but that doesn’t mean teachers can’t build strong relationships in other ways.”

Another question raised the issue of support staff being pulled away from helping struggling students to manage frequent crises elsewhere in the school. “There’s no magic wand,” a council member responded, “but we are focused on prevention and early intervention.”

He added that schools are using a “safe school analysis” process to identify patterns and triggers behind repeated incidents, noting the importance of revisiting plans and involving professionals to support teachers in real time.

Financial and infrastructure updates

The board passed several infrastructure resolutions, including:

• A $463,170 cafeteria renovation at Lennoxville Elementary.
• A $90,946 water distribution repair project in the Alexander Galt boiler room.
• A $1,096,214 parking and drainage project at the same school, funded under maintenance and improvement budgets.

The board also renewed its contract with the National Bank of Canada for banking services through June 2027. Despite higher fees due to recent provincial changes in school financing, commissioners noted that switching providers would create unnecessary disruption.

Celebrating student success

Commissioners took time during the meeting to recognize a range of student accomplishments from across the school board.

At Lennoxville Elementary School, students participated in a week-long celebration of culture from April 7 to 11. The event featured traditional Innu activities, storytelling, and learning experiences focused on intercultural understanding. The initiative was praised for its inclusive atmosphere and hands-on engagement.

At the vocational level, students from a local training centre earned second place in a province-wide butchery competition held in Quebec City. The challenge involved two technical tasks—deboning and presenting a meat cut—with teams evaluated for precision, creativity, and speed. Board members applauded the students’ strong showing in a competition that drew teams from nine centres across the province.

Students at Richmond Regional High School were also recognized for their participation in a regional talent showcase. Contributions ranged from technical support to live performance and animation. The council commended the students for their teamwork and enthusiasm, noting the diversity of roles involved in producing such an event.

“This is what we love to see—students stepping forward, trying something new, and learning in ways that go beyond the classroom,” one commissioner remarked.

The next public meeting of the ETSB Council of Commissioners, which can be attended virtually, is scheduled for May 27.