Our promise to the public
Service Charter
How Dhaalu Atoll School serves everyone who comes to us: our standards, the services we give, how long each one takes and how to reach us.
1Introduction
This Service Charter has been prepared by Dhaalu Atoll School (Ministry of Education school code GS31) in accordance with the service-charter guidelines of the Civil Service Commission and the Ministry of Education. It sets out the procedures to be followed when providing services, the expected standards of service, and the principles to be observed when serving people who seek services from the school.
2Purpose of the Service Charter
The purpose of this Service Charter is to ensure that everyone who receives or requests a service from the school is served conveniently, fairly and consistently, according to the same standards.
3School Vision
To be a school that offers lifelong learning.
4School Aim
Dhaalu Atoll School strives to inspire and empower each student to reach their full potential, fostering respect, responsibility, and a spirit of healthy competition, while preparing them to become thoughtful, active, and compassionate citizens of the world.
5School Values
6School Mandate
The school carries out the mandate of the Ministry of Education, Higher Education and Skills Development: https://presidency.gov.mv/Pages/dv/118
7Accessing School Services
Sunday to Thursday (official working days), 06:40 - 14:00
Dhaalu Atoll School, Fareedhee Magu, Dh. Meedhoo 13010, Republic of Maldives
Forms are available from the school office during service hours and can be requested by email (admin@dhatollschool.edu.mv). Completed forms may be handed in at the office counter or emailed.
Arrangements are to be made to provide convenient service to persons requiring special assistance and to senior citizens.
Shahnaz Ismail - Senior School Administrative Assistant - 9754209
8Our Commitment to Quality Service
- We will welcome visitors seeking services with a smile and a courteous greeting.
- Telephone calls received by the school will be answered within five rings. The staff member answering will identify themselves and their section.
- We aim to answer letters, emails and service applications the same day where possible, and otherwise within three official working days. Where advice or information has to be obtained from another office, we will respond within seven official working days. If more time is required, the applicant will be informed of the reason and given a contact number for further information.
- We will assist service users, treat them respectfully and deal with them courteously.
- We will provide clear information and explain the next steps required to obtain the requested service.
9What You Can Expect from Us
- A respectful, caring and courteous welcome in person and by telephone.
- Careful attention to your needs and prompt, fair and high-quality service.
- Services delivered with integrity and sincerity.
- Services that are satisfactory and acceptable to the people who use them.
10Responsibilities of Service Users
- Provide accurate information.
- Be truthful and trustworthy.
- Give timely attention to requests and requirements.
- Interact politely and respectfully.
- Complete and submit the required documents.
11Services Provided by the School
Every service is subject to the applicable Ministry and school procedures, and to the information submitted being complete.
1Answering office telephone callsDuring official hours.
Procedure
Answer official-hour calls within five rings and return missed calls where appropriate.
Documents required
No additional documents specified.
Service time
During official hours.
2Renting school buildings / facilities / equipment3 working days
Procedure
Process rental requests in accordance with Ministry of Education procedures and applicable rules; complete the required rental forms and receive payment.
Documents required
Rental application form; applicant/service-user information; payment receipt.
Service time
A written reply on whether the building, facility or equipment can be provided, within 3 official working days of receiving the request letter.
3Announcing bid-based works and services7–12 days
Procedure
Process bid-related work and service announcements and associated documentation.
Documents required
Documents required by the bid; bid evaluation sheet; work/service agreement.
Service time
Approximately 7–12 days, excluding official holidays.
4Admission for a new academic yearResponse within one month fr…
Procedure
Process admissions to Foundation Stage, Grade 1 and other grades in accordance with Ministry admission procedures. Applications are submitted online using the Ministry’s government-school admission form when admissions open.
Documents required
For Maldivian students: student ID card copy; parent/guardian ID card copy; vaccination card for new entrants; growth/measurement form where required for LKG. For foreign students: valid passport copy; valid visa copies for student and guardian; vaccination card for new entrants; LKG growth/measurement form where applicable; guardian’s valid passport copy; valid work permit; and proof of residence.
Service time
Response within one month from the date the form is submitted. If additional time is required, the reason for delay will be communicated.
5Student transfer between schools3–5 days
Procedure
Process requests to transfer a student from the current school to a school on another island, or between schools as applicable, using the relevant student-transfer form. Once all documents are complete, the transfer is made through MEMIS; students leaving the Maldives are reported to the Ministry of Education.
Documents required
Relevant transfer form (including ST-01 / other applicable transfer forms); student ID card copy; residence/tenancy agreement where required.
Service time
Response within 3–5 days, excluding official holidays. If more time is required, the reason will be communicated.
6Letters from government and state institutions3–5 days
Procedure
Receive and process official letters sent by government and state institutions, including through email or the designated government correspondence system.
Documents required
Official letter or email.
Service time
Response within 3–5 days, excluding official holidays.
7Emails and letters from private parties3–5 days
Procedure
Receive and process letters and emails submitted by members of the public/private parties through the designated email or school reception.
Documents required
Letter or email and any supporting information relevant to the request.
Service time
Response within 3–5 days, excluding official holidays.
8Meeting with a senior official3–5 days
Procedure
Arrange meetings requested through letter/email, telephone or by visiting reception.
Documents required
Meeting request and relevant contact/details.
Service time
Response to the meeting request within 3–5 days, excluding official holidays.
9Payments to the school (student fees and charges)08:00–12:00
Procedure
Receive payments for student badges, sashes, leaving certificates and examination fees, and for tablets or other school assets lost or damaged through negligence.
Documents required
Student name and class; the item or fee being paid for.
Service time
At the school office on official working days, 08:00 - 12:00, or at any time through the government payment portal (bandeyripay.finance.gov.mv).
12How to Submit a Complaint
If you have a complaint, concern or suggestion regarding services provided by the school, you may submit it through the available channels.
Reception counter at the school office (06:40 - 14:00, official working days)
Email: admin@dhatollschool.edu.mv, or a letter to the school
Telephone: 7952915 (the school office's general number)
Complaint channels made available by the Civil Service Commission
13How Complaints Will Be Handled
- 1
When a complaint is received, the administration will provide information on how the matter will be handled.
- 2
As a service standard, within three working days (excluding government holidays) of receiving a complaint, the school should communicate the intended action and the expected time required to address the matter.
14Important Links
Important links available through the school website/service portal include:
Download the charter
English translation of the school's Dhivehi Service Charter.