Complaints Policy

If something we did fell short of what you expected, we want to know. This policy explains how to raise a concern, how we handle it, and what to do if you are not satisfied with our response.

1. Who this applies to

Anyone who has interacted with Tingley's Acting Studio: current and former students, parents and guardians, prospective clients, suppliers, and members of the public.

2. How to raise a concern

• Email our complaints address (show email). Describe what happened, when, and what you would like us to do about it.
• If the matter involves the safety of a child, also email our safety address (show email) and refer to our Child Safe Policy. In cases of immediate danger, contact the police.
• If you would rather raise a concern verbally, email us to request a call and we will arrange one within two business days.

3. What happens next

• We acknowledge your complaint within one business day.
• We investigate within seven business days, or we contact you within seven to explain why it will take longer.
• We keep you updated at least weekly until the matter is resolved.
• We send you a written outcome with the reasons for our decision and any action we are taking.
• We retain the complaint and its resolution in our records for seven years.

4. Confidentiality

Complaints are handled in strict confidence, shared only with people who need to know to investigate and resolve them. The exception is where we are required by law to report a matter, in which case we will tell you so.

5. If you are not satisfied with our response

You can escalate the matter externally. The appropriate body depends on the nature of your complaint and your country of residence. Common options:

• For privacy complaints: your local data protection authority (OAIC in Australia, Office of the Privacy Commissioner in New Zealand, the ICO in the United Kingdom, and so on).
• For consumer complaints: the consumer protection agency in your state or country.
• For concerns about the safety of a child: the statutory child protection authority in your jurisdiction, or the police.

We will provide you with specific contact details for the relevant body in your jurisdiction on request.

6. Non-retaliation

We do not retaliate against anyone for raising a concern in good faith. Current students who raise a concern will continue to receive the service they are enrolled in while the concern is being addressed, unless doing so presents a safety risk.