Concerns & Complaints
Communicating Your Concerns
Our ‘Communicating your Concerns’ brochure is designed to assist you to raise, at the appropriate level, any concerns that may arise.
If you have a concern (informal) or complaint (formal) we encourage you to approach us directly about the concern. It is our job to be fair and to listen to your concern, but this involves your support as well. We hope these guidelines are helpful so that you can feel confident approaching us with your concerns.
Handy Hints
- We will only know of your concern if you tell us.
- We prefer that you come to talk through a problem rather than discussing it in the community or via social media.
- If you have concerns regarding a student you must approach the school NOT the student.
- Problems should not be discussed in front of children, either at school or at home.
- The first person you should see regarding your concern is the person closest to the problem.
- Who you should approach depends on the nature of the concern. Clear guidelines are provided in the ‘Concerns and Complaints Process’ flowchart.
- If your concern has not been resolved following a meeting with the classroom teacher (Y1-6) or lifelab teacher (Y7-13), please make contact with the Aroha, Manahau, Tumanako or Whakapono Team Leader (Y1-8), Tupuranga Team Leader (Y9 - Y10) or the Assistant Principal (AP) for the Primary (Y1-6), Middle (Y7-10) or Senior School (Y11-13) dependant on the level that the student or staff member is involved with.
- All staff can be contacted directly to set up meetings via their email addresses.
- Approach a teacher with your concern when they are not teaching.
- We ask that staff show respect for you and ask that you show respect for them.
- Try the 3/1 rule. Before you express your concern, think about three things that are going well and express those first.
Concerns and Complaints Process
This information should be read alongside our Concerns and Complaints Policy and related policies on SchoolDocs.
CCS Communications Guidelines
Effective communication between home and school is an important part of building strong partnerships that support student learning and wellbeing.
These guidelines outline the expectations for communication between parents, caregivers, and school staff:
1. General Principles
- All parent and Teacher communication should reflect the school’s values of respect, grace, and integrity.
- All communication should be courteous, professional, and focused on solutions.
- The preferred method of contact with teachers is email - Please don't use third party apps such as Social Media or Class Dojo for communication with teachers.
Urgent, time-sensitive, or matters of safety should be directed to the school office by phone with a copy email to the teacher.
2. Expected Response Times
- Staff will respond to emails and messages within five (5) school days. Please be aware that their primary job is to teach their classes. They respond to emails as time allows during the working week.
- Again, matters of urgency should be directed to the school office with an email to the teacher.
3. Reasons for Possible Delays
While we aim to maintain timely communication, there are occasions when a response may take longer than expected. This may occur due to:
- Teaching commitments during the school day or co-curricular activities etc.
- Part-time staff schedules or shared teaching loads.
- Absence due to illness or professional development.
- Complex matters requiring consultation with colleagues or leadership before responding.
- High email volume at peak periods such as reporting or event weeks.
In such cases, staff will aim to acknowledge receipt of an email and provide an indication of when a full response can be expected.
4. Appropriate Channels of Communication
- Classroom or subject matters: Contact the classroom or subject teacher first.
- Pastoral or wellbeing concerns: The above, or if more appropriate, contact the relevant Dean, Team Leader, or Assistant Principal in the first instance.
- Administrative or enrolment matters: Contact the School Office.
- Serious concerns: Follow the school’s formal complaints procedure, available on the website.
5. Communication Etiquette
For all parties:
- Be concise and respectful in tone.
- Try to avoid sending messages outside of normal school hours (8:00am–5:00pm, Monday–Friday). Teachers are not expected to check and answer emails outside of the above hours.
- Allow the time indicated above for a reply before following up.
- Use in-person meetings or phone calls for matters requiring discussion or nuance.
6. Our Commitment
Cornerstone Christian School is committed to fostering a community of open, respectful communication. By following these guidelines, we can ensure that our interactions are constructive, timely, and consistent with our shared Christian values.
