Last updated: 23 Jan 2026

The Darling Theatre Company (“we”, “us”, “our”) is committed to maintaining a safe, respectful, and positive environment for all participants, staff, families, and visitors. We welcome constructive feedback and provide a clear process for submitting and resolving complaints.

1. Who Can Submit a Complaint or Feedback

• Participants of any program, class, or production.

• Parents, guardians, or carers of participants.

• Staff, contractors, and volunteers.

• Visitors or members of the public who engage with the company.

2. How to Submit a Complaint or Feedback

• Complaints and feedback can be submitted:

• In writing via email to hello@thedarlingtheatrecompany.com

• In person to staff or management

• Include clear details of the issue, relevant dates, and people involved.

• Indicate any desired outcome or resolution, if applicable.

3. Initial Review and Acknowledgement

• All complaints will be acknowledged promptly, usually within 5 business days.

• The complaint will be reviewed confidentially by the relevant staff or Safeguarding Lead, depending on the nature of the concern.

4. Investigation Process

• Investigations are conducted fairly, objectively, and respectfully.

• Staff or management may:

• Speak with the complainant and any witnesses

• Review relevant records or materials

• Consult external experts if required

• All participants involved are treated with confidentiality and respect.

5. Resolution and Response

• Outcomes may include:

• Explanation or clarification

• Mediation or discussion

• Adjustment of practices, schedules, or programs

• Formal warnings, suspension, or removal in cases of serious misconduct

• Complainants will receive a written response outlining the findings and actions taken, usually within 15–20 business days.

6. Escalation

• If the complainant is not satisfied with the response, they may escalate the issue to:

• The company’s management or Board of Directors

• Relevant regulatory or professional bodies, depending on the nature of the complaint

• In cases involving child safety or safeguarding, concerns may also be reported to the Safeguarding Lead or legal authorities as required by law.

7. Confidentiality and Respect

• All complaints are handled confidentially, with information shared only with those who need to know.

• Retaliation against anyone raising a concern in good faith is strictly prohibited.

8. Continuous Improvement

• Complaints and feedback are reviewed regularly to improve policies, programs, and procedures.

• Our commitment is to learn from feedback and maintain a safe, inclusive, and respectful environment for all.