COMPLaints policy

1. Overview

This policy applies to all staff, approved volunteers, enrolled students and their parents/carers.

At Electrix Dance Studio (EDS), we value feedback from our students, parents/carers and staff as it helps us to improve our operation and services. We are committed to addressing complaints in a fair, transparent, reasonable and timely manner. This policy outlines the procedures for raising and resolving complaints effectively.

2. Definitions

Complaint: A complaint is defined as any expression of dissatisfaction or concern regarding the EDS programs, services, staff members, facilities, or policies.

3. Process

Complaints can be submitted verbally or in writing through the following channels:

• In-person to any staff member
• By phone to the EDS Director
• Via email to electrixdance@hotmail.com

Upon receiving a complaint, the EDS Director will arrange a time to discuss and will listen attentively and take the details of the complaint seriously.  All complaints will be handled confidentially and with sensitivity to the concerns raised.

EDS will aim to resolve complaints promptly and fairly, aiming for resolution within a reasonable timeframe.  In cases where immediate resolution is not possible, we will provide regular updates on the progress of the complaint investigation and resolution process.

Complaints will be investigated thoroughly by the EDS Director.  Additional information or evidence relevant to the complaint may be gathered to ensure a comprehensive understanding of the issue.  Depending on the nature of the complaint, involvement of relevant parties, such as staff members, volunteers, students or parents, may be called upon in the resolution process.

Once the investigation is complete, appropriate action will be taken to address the complaint and prevent similar issues from occurring in the future.

The outcome of any actions taken in relation to the complaint, will be communicated to the complainant in a clear and transparent manner.

All complaints, their resolutions, and any actions taken will be documented and reviewed periodically to identify trends, areas for improvement, and opportunities to enhance EDS operation and services.

4. Confidentiality

We are committed to protecting individuals who raise complaints from any form of retaliation or victimization. Any acts of retaliation against complainants will be taken seriously and addressed promptly. Confidentiality will be maintained throughout all complaints where possible.

5. General Information

We encourage open communication and constructive feedback as we strive to continuously improve our operation and services while providing the best possible experience for our students and their families while maintaining a positive, supportive and safe learning environment.