This Complaints Procedure explains how complaints about work or conduct can be raised, considered and resolved. 

It explains:  

• What amounts to a complaint;  

• how to make a complaint and what information to provide; 

• how complaints should be handled fairly, proportionately and confidentially; 

• the timescales that apply; and 

• how complaints help us learn, improve and maintain high standards. 

This Procedure applies to complaints about services, activities, decisions, communications and work-related interactions, including the conduct or behaviour of executives, employees, workers, freelancers, contractors, volunteers or representatives. 

This Procedure should be read as both a statement of good practice in complaints handling and a practical guide to complaints processes. 

This Procedure is for screen business dealing with: 

• members of the public and external stakeholders; 

• freelancers, contractors, suppliers and collaborators; 

• partners and organisations working together on projects; and 

• anyone who wishes to make a complaint about services, activities or conduct. 

Because work in the screen industries often involves short-term engagements, freelance relationships and complex working arrangements, it is particularly important that complaints processes are clear, accessible and applied consistently. 

This Procedure is not intended to: 

• deal with employee grievances, which are managed through grievance procedures in line with the ACAS Code of Practice; 

• replace informal discussion where issues can be resolved quickly and constructively; 

• address matters outside the scope of the businesses’ responsibility or control; 

• tolerate aggressive, abusive or unreasonable behaviour; or 

• be used to pursue bad-faith complaints. 

Concerns raised in good faith should always be taken seriously and handled fairly. However, knowingly false, malicious or abusive complaints may be declined or addressed through appropriate measures. 

Complaints play an important role in maintaining high standards, identifying problems and improving practice. They provide an opportunity to learn from mistakes, address concerns early and strengthen trust in working relationships. 

Effective complaints handling: 

• supports accountability and transparency; 

• helps prevent issues from escalating; 

• promotes fairness and consistency; and 

• contributes to a respectful and responsible working culture. 

This Procedure reflects best practice in complaints handling for the screen industries and aligns with recognised standards and guidance, including: 

• the CIISA Standards; and 

• the B Corp accreditation process. 

Complaints processes should be kept under regular review to ensure they remain effective, accessible and aligned with current legal and industry expectations.