Code of Conduct and Communication Policy

Parent Code of Conduct and Communication Policy

Academic Session 2026–28

1. Preamble

At Gyanshree School, we deeply value the partnership between the School and its parent community. The well-being, safety, learning and holistic development of every Shreeyan are best supported when communication between home and school is respectful, timely, constructive and routed through appropriate channels.

The purpose of this Policy is to provide clear communication norms, define expected conduct, prevent avoidable misunderstandings, and establish a transparent procedure for raising concerns. It is intended to protect the dignity of students, parents, teachers, administrative staff, transport personnel, security staff and all other members of the School community.

This Policy is based on the principle that concerns must be addressed through dialogue, fairness, confidentiality and due process, rather than through pressure, public escalation, informal circulation or intimidation.

2. Purpose of the Policy

This Policy aims to:

  • define the official channels of communication between parents and the School;
  • guide parents on whom to contact for academic, transport, fee, medical, safety, disciplinary and other concerns
  • provide expected response timelines and an escalation matrix;
  • establish protocols for PTMs, appointments and meetings
  • set expectations for respectful communication and conduct;
  • discourage abusive language, threats, intimidation, public allegations or direct pressure on staff;
  • protect the privacy and dignity of students, staff and parents;
  • clarify expectations for social media and parent WhatsApp groups, where applicable; and
  • provide a structured grievance redressal process.

3. Scope and Applicability

This Policy applies to all Parents/Guardians whose child is enrolled at Gyanshree School. It applies to communication and conduct:

  • on the School campus;
  • during arrival, dispersal, PTMs, events, competitions, meetings and school functions;
  • through email, ERP, phone calls, WhatsApp messages, social media platforms and written correspondence;
  • with teachers, school leaders, administrative staff, transport staff, security personnel, support staff, vendors and other parents; and
  • in any matter connected with the School, its students, staff, processes, reputation or working culture.

For the purpose of this Policy, the term “School” shall include Gyanshree School, its Management, Director–Principal, Heads of School, teachers, administrative staff, counsellors, transport team, security personnel, support staff and authorised representatives.

4. Guiding Principles

The School’s communication with parents shall be guided by the following principles:

Child First: Every communication must keep the best interest, safety, dignity and emotional well-being of the child at the centre.

Respect and Dignity: All members of the School community are entitled to be treated with courtesy, patience and respect.

Right Channel, Right Person: Concerns are most effectively resolved when they are shared with the appropriate person through the appropriate channel.

Confidentiality: Matters concerning a child, staff member, parent or internal school process must not be publicly circulated.

Due Process: Concerns shall be examined fairly, with an opportunity for all relevant parties to be heard.

Constructive Partnership: The School and parents share responsibility for maintaining a positive, safe and solution-oriented environment.

5. Official Communication Channels

The following shall be recognised as official channels of communication:

  • School ERP / Parent Portal;
  • official school email IDs;
  • official circulars, notices and letters issued by the School;
  • scheduled PTMs and parent meetings;
  • phone calls made through authorised School numbers, wherever applicable;
  • written communication submitted to the School office; and
  • any other platform formally notified by the School from time to time.

Informal messages, personal social media messages, private WhatsApp forwards, verbal instructions from unauthorised persons, or communication through unofficial channels shall not be treated as official communication.

Parents are requested to ensure that their contact details, email IDs, phone numbers and emergency contact information remain updated in the School records at all times.

6. Whom to Contact for Specific Concerns

Parents are requested to follow the communication route given below so that concerns can be addressed effectively and without delay.

Nature of Concern First Point of Contact Next Level, if Required
Academic progress, classroom learning, homework, assessment, subject-related concern Subject Teacher / Class Teacher / Grade Mentor through ERP or official email Headmistress / Director-Principal
Pastoral care, emotional well-being, peer concerns, adjustment issues Class Teacher / Grade Mentor / School Counsellor Headmistress / Director–Principal
Discipline, behaviour, bullying or student conflict Class Teacher / Grade Mentor / Headmistress Director–Principal
Transport route, bus timing, stop, bus staff, bus safety Transport Desk / Transport Manager through official channel Admin Head / Director–Principal
Fee payment, fee dues, receipts, security deposit, refunds Accounts / Fee Office Admin Head/ Director–Principal
Medical concern, injury, illness, medication, health advisory School Infirmary / Medical Officer / Class Teacher Headmistress / Director–Principal
Safety and security concern Safety & Security Officer / Admin Head Director–Principal
Co-curricular, sports, events and school activities ICA Head / Sports Head / Grade Mentor Headmistress / Director–Principal
General administrative concern School Office / Reception / Administration Admin Head / Director–Principal
Serious grievance requiring formal review Written representation to the Director–Principal School Management, where applicable

Parents are advised not to approach teachers, drivers, conductors, guards or support staff directly in a manner that creates pressure, embarrassment, fear or disruption. Operational concerns must be routed through the authorised School channel.

7. Expected Response Timelines

The School shall make reasonable efforts to respond to parent communication within the following indicative timelines:

Type of Communication Expected Acknowledgement Expected Response / Action
Routine academic query Within 2 working days Within 3–5 working days
Fee or administrative query Within 2 working days Within 5 working days
Transport query Within 1–2 working days Within 3–5 working days, subject to route feasibility
Medical or safety concern As soon as possible Immediate action as per seriousness
Discipline or student conflict concern Within 2 working days After preliminary review, normally within 5–7 working days
Formal grievance Within 3 working days As per process, normally within 7–10 working days

The above timelines may vary during examinations, vacations, emergencies, large school events or matters requiring detailed enquiry. In urgent safety or medical situations, parents must use the emergency contact procedure notified by the School.

Repeated messages on the same issue through multiple channels may delay resolution and are therefore discouraged.

8. Escalation Matrix

Parents are requested to allow reasonable time for the first level of response before escalating a concern.

Level 1: Class Teacher / Subject Teacher / Grade Mentor / Concerned Department
Level 2: Grade Lead / Headmistress / Academic Head /Department Head
Level 3: Admin Head / Counsellor / Safety & Security Officer / Transport Manager, depending on the matter
Level 4: Director–Principal
Level 5: School Management, only in exceptional matters requiring management-level review

Escalation should be made in writing, with relevant facts, dates, names, supporting documents and the relief or resolution being sought. Escalation should not be made through social media posts, public messages, group pressure or informal circulation.

9. PTM Protocol

Parent–Teacher Meetings are an important platform for academic and developmental dialogue. Parents are requested to observe the following protocol:

  • a. attend PTMs as per the schedule shared by the School;
  • adhere to the allotted time slot so that all parents receive fair time;
  • focus discussion on the child’s learning, behaviour, well-being and growth;
  • avoid comparing one child with another or discussing other students;
  • refrain from raising unrelated grievances in a manner that disrupts the PTM flow;
  • seek a separate appointment for matters requiring detailed discussion;
  • maintain respectful language and tone with all teachers and staff; and
  • avoid recording PTM conversations without prior written permission from the School.

Where both parents wish to attend, they are requested to coordinate and participate constructively. In case of custody-related or legal restrictions, parents must formally inform the School and submit relevant documents.

10. Appointment and Meeting Protocol

Parents are welcome to meet School authorities by prior appointment. This ensures that the concerned person is available and the matter receives appropriate attention.

  • a. Meetings with teachers shall be scheduled through ERP, official email or the School office.
  • Parents should not enter classrooms, staff rooms, activity areas, buses, offices or student zones without permission.
  • Parents should not insist on meeting a teacher or School leader immediately during teaching hours, arrival, dispersal or events unless it is an emergency.
  • Meetings with the Director–Principal shall be scheduled through the Principal’s office.
  • For serious concerns, parents may be requested to submit the issue in writing before the meeting.
  • The School may include relevant staff members in the meeting depending on the nature of the concern;
  • Minutes or action points may be recorded where required.
  • The School reserves the right to discontinue or reschedule a meeting if the interaction becomes aggressive, abusive, threatening or unproductive.

11. Parent Code of Conduct

Parents/Guardians are expected to:

  • a. communicate with courtesy, patience and mutual respect;
  • use official channels for all school-related communication;
  • raise concerns factually, without exaggeration, accusation or public circulation;
  • respect the professional role and dignity of teachers and staff;
  • cooperate with School rules relating to safety, attendance, dispersal, transport, events and student conduct;
  • avoid interfering with classroom functioning, staff duties or operational processes;
  • maintain confidentiality in matters involving students, staff and other parents;
  • avoid using influence, pressure or personal networks to bypass School procedures;
  • support the School in promoting discipline, punctuality, responsibility and respectful behaviour among students; and
  • model the values of empathy, responsibility and integrity for children.

12. Unacceptable Conduct

The following conduct shall be considered unacceptable:

  • abusive, insulting, humiliating or derogatory language towards any student, parent, teacher, staff member, driver, guard, support staff or School representative;
  • shouting, intimidation, threats, coercion or aggressive behaviour on campus or through any communication platform;
  • threatening legal, media, police or social media action as a means of pressuring staff, without following due process;
  • direct confrontation with another student, parent, teacher, driver, guard or support staff;
  • entering restricted areas of the School without permission;
  • disrupting classes, meetings, school events, arrival or dispersal;
  • making allegations against staff, students or parents without submitting the concern through appropriate channels;
  • creating group pressure against an individual staff member, student, parent or School decision;
  • sending repeated messages, late-night calls or personal messages to staff on non-official channels;
  • misusing staff contact numbers or sharing them without consent; and
  • any conduct that compromises the safety, dignity, privacy or working culture of the School.

The School may take appropriate action where such conduct is observed or reported.

13. No Direct Pressure on Teachers, Drivers, Guards or Support Staff

Parents must not directly question, reprimand, threaten, instruct or pressurise teachers, drivers, conductors, guards, housekeeping staff, support staff or vendors regarding school-related matters.

Concerns relating to staff conduct, transport, security, discipline, classroom practice, medical care or administrative functioning must be routed through the authorised School channel.

This protects both parents and staff from misunderstanding and ensures that matters are examined fairly.

14. Recording, Photography and Privacy

To protect the privacy and dignity of students, staff and parents:

  • parents shall not record audio or video of any staff member, student, parent, classroom, meeting, PTM, event, bus area or School process without prior written permission from the School;
  • parents shall not photograph or film students other than their own child in a manner that violates privacy or safety;
  • CCTV footage, where relevant, shall be reviewed only as per School procedure and applicable norms;
  • internal School documents, emails, screenshots, ERP messages, staff communication or student information must not be circulated publicly or in parent groups; and
  • any request for records, footage or documents must be made in writing and shall be considered by the School in accordance with its policies and applicable law.

Unauthorised recording or circulation may be treated as a serious breach of trust and privacy.

15. Internal Emails, Screenshots and School Communication

School emails, circulars, screenshots, internal notes, ERP messages and staff communication are intended for the recipient and the specific purpose for which they are shared.

Parents must not:

  • circulate internal emails or screenshots outside the intended communication group;
  • share School communication on social media without permission;
  • edit, crop, annotate or forward School communication in a misleading manner;
  • publish private correspondence with staff or School authorities; or
  • circulate information about another student, parent or staff member.

Where a parent has a concern regarding any School communication, the matter should be raised directly with the School.

16. Social Media Conduct

Parents are expected to use social media responsibly in matters connected with the School.

Parents must refrain from:

  • posting unverified allegations about the School, students, parents, teachers or staff;
  • naming, shaming or targeting any student, parent or staff member;
  • sharing photographs, videos, screenshots or private communication without consent;
  • creating online campaigns or group pressure while a matter is under review;
  • using social media to escalate grievances before following the School’s redressal process; and
  • making comments that damage the dignity, safety or reputation of any member of the School community.

The School respects the right of parents to raise concerns. However, concerns must be raised responsibly, factually and through appropriate channels.

17. Parent WhatsApp Group Expectations

Parent WhatsApp groups, where created by parents, are informal support groups and are not official School communication channels unless specifically notified by the School.

Parents are requested to ensure that such groups are used constructively for:

  • reminders of officially issued circulars;
  • coordination among parents;
  • sharing general, non-confidential information; and
  • supporting school-home partnership.

Parent WhatsApp groups must not be used for:

  • spreading rumours or unverified information;
  • criticising or targeting teachers, students, parents, drivers, guards or staff;
  • sharing screenshots of private School communication;
  • discussing individual children or disciplinary matters;
  • pressurising other parents to take a common stand;
  • circulating medical, safety or incident-related information without verification; or
  • replacing official communication with the School.

Any concern discussed informally in a parent group must still be formally raised through the School’s official channel for action.

18. Grievance Redressal Procedure

Parents may raise grievances through the following process:

Step 1: Written Submission
The parent submits the concern through ERP, official email or written representation to the appropriate authority. The concern should include relevant facts, date, time, names of persons involved, supporting documents and the resolution sought.

Step 2: Preliminary Review
The concerned authority reviews the matter and may speak to relevant persons, examine records or seek further information.

Step 3: Meeting, if Required
A meeting may be scheduled with the parent and relevant School personnel. The purpose of the meeting shall be to understand the concern and work towards a fair resolution.

Step 4: School Response
The School shall communicate its response, action taken or proposed next steps within a reasonable timeframe.

Step 5: Escalation
If the parent remains dissatisfied, the matter may be escalated as per the escalation matrix.

Step 6: Closure
Once reviewed and responded to, the matter shall be treated as closed unless new material facts emerge.

Grievances must be raised in good faith and with respect for due process. Anonymous complaints, public allegations or pressure-based escalation may not be entertained unless they involve a serious safety or safeguarding concern requiring immediate attention.

19. Medical, Safety and Emergency Communication

In case of illness, injury, accident, safety concern or emergency, the School shall follow its internal safety and medical protocols and communicate with parents as appropriate.

Parents are expected to:

  • provide accurate and updated emergency contact numbers;
  • respond promptly to calls from the School in medical or safety situations;
  • share relevant medical history, allergies, medication details or special conditions in writing;
  • avoid circulating unverified information regarding any incident; and
  • cooperate with the School during emergency response, investigation or follow-up.

In emergency situations, the School’s priority shall be the immediate safety and medical care of the child.

20. Communication During Disciplinary Matters

Disciplinary matters involving students shall be handled with sensitivity, confidentiality and fairness.

Parents must not:

  • directly question, confront or reprimand another child;
  • directly contact another parent in a hostile or accusatory manner;
  • circulate the name, image or details of any child involved in a disciplinary matter;
  • demand immediate punitive action without enquiry; or
  • attempt to influence teachers, students or staff during the review process.

The School shall examine such matters in accordance with its student conduct, child protection, anti-bullying and disciplinary procedures, as applicable.

21. Consequences of Breach of Policy

Where a parent’s conduct is found to be in breach of this Policy, the School may take one or more of the following steps, depending on the nature and seriousness of the matter:

  • verbal reminder of the Policy;
  • written advisory or warning;
  • requirement that future communication be made only in writing;
  • restriction of direct access to certain staff members;
  • requirement of prior appointment for all campus visits;
  • discontinuation or rescheduling of a meeting if conduct is inappropriate;
  • restriction of entry to specific areas of the campus;
  • formal meeting with School authorities;
  • referral of the matter to the School Management; and/or
  • any other action deemed necessary to protect the safety, dignity and functioning of the School community.

In serious cases involving threats, intimidation, harassment, defamation, unauthorised recording, privacy violation or disruption of School functioning, the School may take appropriate action in accordance with applicable law and School policy.

22. School’s Commitment

The School commits to:

  • communicating with parents respectfully and professionally;
  • providing clear and timely information wherever possible;
  • listening to concerns with sensitivity;
  • maintaining confidentiality in student and parent matters;
  • following fair process before arriving at decisions;
  • ensuring that staff members are not subjected to harassment, intimidation or unfair pressure; and
  • working with parents in the best interest of children.

This Policy is not intended to limit parent voice. It is intended to ensure that parent voice is heard through appropriate, respectful and effective channels.

23. Policy Review and Amendment

The School reserves the right to interpret, implement, review, modify or amend this Policy from time to time in the interest of student safety, institutional functioning, legal compliance and the overall well-being of the School community.

Any changes to this Policy shall be communicated through official School channels.

24. Parent Acknowledgement

I/We acknowledge that I/we have read and understood the Gyanshree School Parent Code of Conduct and Communication Policy. I/We agree to communicate with the School through appropriate channels, maintain respectful conduct, protect confidentiality, and support the School in creating a safe, dignified and child-centred environment.