Student & Family Support Office (SFSO)

Get help with questions or concerns about your child's education

If you have a question or concern about your child's education, start by speaking with your child's teacher. If you need more support, contact the school's principal.

If your question or concern has not been addressed, our Student and Family Support Office can help. We can answer questions, provide information and support and help connect you with the appropriate school board staff or services.

When you contact our Student and Family Support Office:

• we will acknowledge your inquiry within 2 business days
• we aim to provide an answer within 5 business days

To help us respond to your inquiry, please provide:

• your name and contact information
• your child's name and school
• a description of your question or concern
• any steps you have already taken to try to resolve the issue

Our Service Standards

When you contact the SFSO, you can expect timely and structured support:

• Acknowledgement: You will receive a written confirmation with a unique Case ID number within 2 business days.
• Resolution Target: We strive to resolve all inquiries within 5 business days.
• Status Updates: If your concern requires a complex review that takes longer than 5 business days, we will provide an estimated completion date and regular updates on our progress.
• Feedback: Once your case is closed, you will receive a brief customer satisfaction survey to help us continuously improve our services.

Common Inquiry Areas

The SFSO tracks and manages inquiries across 16 key board operational areas:

• Attendance
• Bullying & Safe Schools
• Curriculum & Student Assessment
• Early Years & Child Care
• Governance & Board Policy
• Human Rights
• Mental Health Supports
• Parent/Guardian Engagement
• School Facilities & Repairs
• School Personnel
• School Year Calendar
• Special Education
• Student Transportation

Code of Conduct & Respectful Communication

BGCDSB is committed to respectful and professional dialogue. All communications—whether by email, phone, or in person—must remain respectful and appropriate. Board staff have the right to a workplace free from abusive or threatening behaviour.