Introduction
Go Live Theatre Projects is committed to providing a high-quality experience for our beneficiaries. We are committed to maintaining a positive working environment for our team. We value feedback from our beneficiaries, partners, volunteers, and staff members. This Complaints and Compliments Policy outlines our approach to handling both complaints and compliments to ensure that we continuously improve our services and recognize exceptional contributions.
Objectives
- To establish a structured process for receiving, addressing, and resolving complaints and compliments.
- To foster an environment that encourages open communication and feedback.
- To use feedback to improve our work, processes and how we engage with our community.
Receiving Complaints and Compliments
Complaints: You can make a complaint to any member of the team at GLTP. Complaints can be submitted through various channels, including:
- In-person
- Via email
- Through our website
- By phone
- In writing
Compliments: Compliments can be submitted through the same channels as complaints. Additionally, we encourage patrons to share their positive experiences on social media, tagging Go Live Theatre Projects and using relevant hashtags.
Handling Complaints
- Acknowledgment: Upon receiving a complaint, we will promptly acknowledge it, usually within 5 business days, and provide an estimated timeframe for resolution. This will be from the member of the team you have contacted.
- Investigation: We will conduct a thorough and impartial investigation into the complaint. This may involve speaking with relevant parties and gathering necessary information. The investigation will be handled by a member of the team, never the subject of the complaint, and will usually be the Chief Executive.
- Resolution: Once the investigation is complete, we will take appropriate actions to address the complaint. These actions may include:
- Offering a sincere apology
- Providing a refund or compensation where applicable
- Implementing process improvements to prevent future issues
- Communication: We will maintain open and transparent communication with the complainant throughout the resolution process, providing updates as necessary and confirming timelines for processes.
- Escalation: If a complainant is not satisfied with the initial resolution, they may request escalation. In such cases, the complaint will be passed on to our Board of Trustees who will perform their own investigation and decide on their own outcomes and resolutions.
Handling Compliments
- Acknowledgment Compliments will be acknowledged and appreciated promptly, typically within 5 business days.
- Recognition All compliments will be shared internally to recognize and reward exceptional contributions by our team members, artists, or volunteers.
- Public Recognition With the consent of the compliment provider, we may share compliments on our website, social media, and promotional materials to showcase our commitment to excellence.
Confidentiality
We treat all complaints and compliments with strict confidentiality, disclosing information only to those directly involved in the resolution process or as required by law. All data relating to any correspondence is managed in compliance with our Data Protection and Privacy Policy.
Training and Review
We provide training to our team members on the handling of complaints and compliments and regularly review and update this policy to ensure its effectiveness.
Conclusion
Go Live Theatre Projects is dedicated to delivering exceptional experiences and maintaining a positive relationship with our community. We value feedback and encourage our beneficiaries, partners, volunteers, and staff to provide their input to help us improve our services and recognize excellence.
