To ensure the safety of all dancers and instructors, please read the following information carefully.

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Attendance, Illness or Injury

Attendance is imperative for consistent progress. If a student is going to be absent from class due to unforeseen circumstances, leave a text message on Desiree’s mobile. If students know in advance that they will be absent from class, please leave written note in box. If a student is too ill to participate in class, they should remain home and rest. They are injured; they should come to class and observe (no class fees will apply).

Placement and Dance Roles

For some new students it may be necessary to take the first week of class in a ‘trial’ level in order for the instructor to assess the proper class level. The Staff has the final word on casting for rehearsals and performances. Please be respectful of their careful decisions. We try our best to allow all students the possibility to be featured during the performances.

 

Student/Instructor Interaction

Please be advised that the study of dance involves physical contact. Instructors will often need to make hands –on contact to adjust students’ alignment and to demonstrate proper motion. Students should keep the faculty informed of any recent illness, injury, or other conditions that may interfere with their classwork.

 

Venue Requirements

All parents & students are expected to be well-behaved, courteous, honest and to abide by the rules of L.A.D Studio and venues.

·         No eating permitted inside building; students can have their afternoon tea/ dinner on the outside veranda area.

·         ONLY WATER PERMITTED IN BUILDING

·         Chewing Gum is prohibited and is a choking hazard for dancers.

·         No running on concrete or in waiting room.

·         All Playgrounds/Oval etc. are OUT OF BOUNDS.

·         Venue steps & outside stage ramp must not be used as a play area.

·         BUILDING  MUST NOT BE ENTERED UNLESS ASKED BY A STUDIO  INSTRUCTOR.

 

Cancellations

If for some reason the classes are cancelled studio management will inform dancers and parents via messenger group and facebook post.

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Attitudes that are disrespectful, uncooperative or aggressively competitive do not have a place at La Danza Studio. Any parent or student exhibiting these attitudes will be asked to leave.

 

Parental Expectations​

·         Parents of Tiny Dancers and Boy Tap are asked to remain in the building for the duration of the class.

·         All primary school  & children (dancers & siblings) must be SUPERVISED AT ALL TIMES ​

·         Parents, please pick-up your child on time.​

Dancer Expectations

·         Positive behaviour towards self and others.

·         Keep toilets & waiting room neat and tidy.

·         NO GUM

·         Dancers must wait in the building for their ride.

·         Wear correct dance wear and foot wear.

·         Listen to teacher instructions

·         Be on time, latecomers can be a distraction and proper warm-up is required.

·         Go to toilets BEFORE class, limited access during class.

·         Bring bottle of water to class

·         No watches or necklaces permitted

·         HAIR MUST BE UP & OFF FACE in a ponytail or bun 

·         Bring all valuables into classroom, all personal items are the responsibility of the student and the studio or college takes no responsibility for stolen or lost items.

       Read emails and Bulletin Board for current information and events. 

       

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POLICY TITLE

Complaints Handling Policy

Purpose

The purpose of this policy is to ensure that complaints and disputes are dealt with in a responsive, efficient, effective, open, honest and transparent way in accordance with the principals of natural justice. This policy also serves to demonstrate that our complaints process is accessible and is integrated into the Studio’s continual improvement process.

SCOPE

The policy applies to complaints made by students, parents, volunteers and people undertaking work experience, part-time trainers or vocational placements. This policy shall also apply to any person external to the Studio.

Policy Statement

La Danza Studio (LAD Studio) is committed to ensuring that student, parent and external complaints are dealt with in a responsive, efficient, effective and fair way. LAD Studio view complaints as part of an important feedback, accountability and continual improvement process. LAD Studio acknowledges the right of students, parents, and other studio community members to raise concerns when dissatisfied with an action, inaction or decision of the Studio and LAD studio encourages constructive feedback. LAD Studio recognises that time spent on handling complaints can be an investment in better service delivery to students, parents and employees and serves to improve relationships and processes.

3.1Complaints That May Be Resolved Under This Policy

LAD Studio encourages students, parents and any other person, to lodge promptly any concerns that    include areas as described below.

• LAD Studio, its employees or students having done something wrong.

• LAD Studio, its employees or students having failed to do something they should have done.

• LAD Studio, its employees or students having acted unfairly or impolitely.

• Issues of student or employee behaviour that are contrary to their relevant Code of Conduct.

• Issues related to learning programs, assessment and reporting of student learning.

• Issues related to the process undertaken to deal with student behaviour management.

• Issues related to communication with students or parents from employees.

• Issues related to Studio fees and payments.

• Any general administrative issue.

• Issues relating to non-compliance with a process outlined in studio policies or procedures, for example the child protection policy, discrimination policy, or privacy policy. Student complaints may be brought by students or by parents on behalf of their children, as appropriate in the circumstances.

3.2 Issues Outside This Policy

The following matters are outside the scope of this policy and should be managed as per the following     protocols.

• Child protection concerns or risks of harm to children should be dealt with in accordance with the law and Child Protection Policy.

• Staff grievance, discipline and staff complaints should be dealt with in accordance to the Developing Staff Performance Policy

• Student bullying complaints should be dealt with under the Care and Conduct Policy.

• Student discipline matters, including matters involving suspension or expulsion, should be dealt with under the Care and Conduct Policy.

• Student or employee violence or criminal matters should be directed to the Studio Director who will involve the Police as appropriate.

• Formal legal proceedings shall be managed by the Studio Director

 

3.3 Complaints Handling Principles

LAD Studio is committed to managing complaints according to the following principles:

• Provide and promote a complaints process that is transparent, consistent and timely.

• Complaints shall be resolved swiftly and comprehensively with as little formality and disruption as possible.

• Complaints shall be taken seriously.

• Anonymous complaints shall be treated on their merits. Complaints shall be dealt with fairly and objectively and in a timely manner.

• The College shall determine the appropriate person to deal with the complaint in the first instance. Complaints should be resolved with as little formality and disputation as possible.

• Mediation, negotiation, and informal resolution shall always be considered as optional alternatives.

• Procedural fairness shall be ensured wherever practicable, including the right of interested parties for the complaint to be heard and reflects principles of natural justice.

• Confidentiality and privacy shall be maintained as much as possible.

• All parties to the complaints shall be appropriately supported.

• LAD Studio shall give reasonable progress updates as considered appropriate regarding the outcome of investigations relating to the complaint.

• Appropriate remedies shall be offered and implemented.

• Provide a review pathway for parties to the complaint if warranted.

• Complainants, respondents, and people associated with them shall not be victimised because of lodging the complaint.

• LAD Studio shall keep records of complaints and how they have been responded to.

• LAD Studio's insurer shall be informed if a complaint could be connected to an insured risk.

• Ensure complaint information is integrated into the Studio’s continual improvement process.

• Communication of the outcomes of the complaint will seek to be promptly communicated to the complainant.

3.4Implementation

 • LAD Studio is committed to raising awareness of the procedure for resolving complaints at the studio, including the development and implementation of this policy and related procedures, and via the clear support and promotion of the policy and procedures.

• LAD Studio is also committed to appropriately training relevant employees, on how to resolve complaints in line with this policy and the related procedures.

• LAD Studio will keep appropriate records of complaints, will monitor complaints and their resolution.

• LAD Studio will act to encourage students, parents and employees to contribute to a healthy dance culture where complaints are resolved with as little formality and disruption as possible.

• La Danza Studio Complaint Form.pdf may be used. Alternatively, a complaint can be captured via an email, a telephone conversation, in writing or verbally.

If the person who made the complaint has a concern that the processes within this Complaints Handling Policy and procedures have not been followed, then the person is able to request an internal review.

 RESPONSIBLITIES

    La Danza Studio has the following role and responsibilities.

• Provide a complaints process that is open, effective, and easy to use.

• Develop, implement, promote, and act in accordance with LAD Studio’s Complaints Handling Policy and procedures.

• Appropriately communicate Studio’s Complaints Handling Policy and procedures to students, parents, and employees.

• Ensure that the Complaints Handling procedures are readily accessible by staff, students and parents.

• Upon receipt of a complaint, manage the complaint in accordance with the Complaints Handling procedures and is dealt with as swiftly and comprehensively as possible.

• Ensure that appropriate support is provided to all parties to a complaint.

• Take appropriate action to prevent victimisation or action in reprisal against the complainant, respondent or any person associated with them.

• Appropriately implement remedies and evaluate effectiveness.

• Assess the level of risk the complaint represents and refer to the Studio Risk Register if required.

• Appropriately train relevant employees.

• Maintain records of complaints.

• Review the effectiveness of the Complaint Handling process.

• Monitor and report to the governing body on complaints.

• Report to the Studio's insurer when that is relevant.

• Report as necessary to external bodies as required.

• Refer to LAD Studio's governing body immediately any claim for legal redress.

All Parties to a Dispute

The complainant and respondent both have the following role and responsibilities:

• Apply and comply with Studio’s Complaints Handling Policy and procedures.

• Lodge the complaint as soon as possible after the issue arises.

• Expect that the complaint will be dealt with fairly and objectively, in a timely manner, with procedural fairness wherever practicable.

• That confidentiality and privacy will be maintained as much as possible.

• Provide complete and factual information in a timely manner.

• Do not provide deliberately false or misleading information.

• Do not make frivolous or vexatious complaints.

• Act in good faith, and in a calm and courteous manner.

• Act in a non-threatening manner

    • Be appropriately supported.

    • Acknowledge that a common goal is to achieve a reasonable outcome committed to the wellbeing and good educational outcomes for our students acceptable to all parties.

    • Recognise that all parties have rights and responsibilities which must be balanced.

    • Maintain and respect privacy and confidentiality of all parties as much as reasonably possible.

    • Do not victimise any party to the dispute or any person associated with them.

 

 

Employees/ Volunteer Trainers Receiving Complaints

Employees /Volunteer Trainers receiving complaints have the following role and responsibilities:

     • Any staff member who receives a complaint is to seek to assist the complaint maker in taking next steps to have the complaint escalated to the right staff member.

    • The complaint maker is to treated with respect and dignity.

    • Act in accordance with Studio’s Complaints Handling Policy and procedures.

    • Inform the party lodging the complaint of how complaints can be lodged, when they should be lodged and what information is required.

    • Provide the complainant with information about any support or assistance available to assist them in lodging their complaint.

    • Provide the complainant with a copy of LAD Studio’s Complaints Handling Policy and procedures, providing awareness of how their complaint will be handled.

    • Advise complainants of how feedback will be given and within what timeframes.

    • Maintain confidentiality.

    • Keep appropriate records by immediately completing the complaints lodgment form or making a typed file note of the conversation and completing the complaints register form

    • Forward complaints to Studio Director.

    • Not victimise the complainant, respondent or any person associated with them.

 

DEFINITIONS

Informal Complaint: Simple and minor complaints that can be resolved by the person receiving the complaint with the complainant.

Formal Complaint: Escalation of a simple complaint that could not be adequately resolved. Complaints deemed to be of a serious nature (including serious complaints concerning staff) shall also be known as formal complaints.

Complaint An expression of dissatisfaction made to or about the studio, related to the studio’s services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

Complainant The person, organisation or their representative making a complaint.

Respondent The person who is referred to in a complaint by a complainant as the person responsible for their concerns or who can best respond to their concern.

REFERENCES

• Fair Work Act 2009

• Work Health and Safety Act 2011 (Qld)

• Privacy Act 1988 (Cth)

• Anti-Discrimination Act 2991 (Qld)

• Australian Human Rights Commission Act 2986 (Cth)

• Sex Discrimination Act 1981 (Cth)

• Age Discrimination Act 2004 (Cth)

• Disability Discrimination Act 1992 (Cth)

• Australian Standard 10002:2014 Guidelines for Complaints Management In Organisations

• Racial Discrimination Act 1975 (Cth)

 

POLICY APPROVAL

Version No: 1

Document Revision Date 10/10/2025

Description of Change First Draft

Document Owner/ update author Desiree McGann

Position Title Director

Next Review Date Annually 1/02/2027

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