Complaint Handling Policy

Times Performing Arts Academy (“Times Dance”) is committed to providing opportunities for complaints and feedback to ensure that children, young people and families feel valued and respected, and enables to improve the quality of our service.  Children, young people and their families are informed that they can provide their feedback or make a complaint when they join the school.

Complaints or feedback can be provided verbally or in writing to a any staff or direct to management either by telephone or email as follows:-

Telephone:                  0421 848 805

Email:                          2010acda@gmail.com

What is a complaint?

A complaint is generally negative feedback about services or staff, which has not been resolved locally. A complaint may be received by Times Dance from students, staff members, or other stakeholders.

Complaint handling procedures

Times Dance will deal with all complaints and feedback received promptly, sensitively and fairly.

  • We will:-
    • listen to the complaint/feedback
    • the person receiving the complaint will make a record of it if received verbally
    • advise of the time expected for an outcome
    • if a staff receives a complaint, they must forward it to management as soon as possible
    • Management will respond to the complainant with an outcome within 7 days from date of receipt of the complaint/feedback
    • clearly document and securely store decisions and actions taken in response to complaints and feedback
    • make sure that procedural fairness is followed at all times
  • We shall maintain the enrolment of the complainant during the complaint process.
  • Decisions or outcomes of the complaint that find in favour of the complainant shall be implemented immediately.
  • Complaints are to be handled in the strictest of confidence. No Times Dance staff or representative is to disclose information to any person without the permission of the Times Dance Managing Director.  A decision to release information to third parties can only be made after the complainant has given written permission for this to occur.

If the complainant is not satisfied with the response, the complainant is to have the opportunity for a person or a body that is independent of Times Dance to review his or her complaint. This service is not provided by Times Dance and any costs incurred will be assumed by the complainant.

At the conclusion of the review, decisions or outcomes of the complaint that find in the favour of the complainant or otherwise shall be implemented immediately.