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 in New Zealand: 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, call 111.
• 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 every complaint within one business day of receiving it.
• We aim to resolve complaints within seven business days. Where that is not possible, we tell you why and give a realistic timeline.
• We handle complaints with complete confidentiality except where we are required by law to report them (for example, where a child safety concern triggers mandatory reporting to Oranga Tamariki (the Ministry for Children) and, where a criminal act is alleged, the police).
• If we got something wrong, we say so, explain what changed, and offer a remedy. That may be a free replacement session, a refund, or something else you ask for that we can reasonably provide.

4. If you are not satisfied with our response

If our internal response does not resolve the matter, you can escalate externally. In New Zealand, the relevant body is the Commerce Commission (https://comcom.govt.nz). Consumer-law complaints about refunds and service quality can additionally be raised with the Commerce Commission or the Disputes Tribunal under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

5. Retaliation

We do not retaliate against anyone who raises a concern in good faith. Raising a complaint does not affect your ability to continue coaching with us.

6. Review

This policy is reviewed annually. The named reviewer is Freya Tingley.