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Complaints

The Circus Hub (trading name of the Wellington Circus Trust) aims to resolve complaints as quickly and fairly as possible and will treat all complaints as confidential. When a complaint is made to a staff member or Board of Trustee member of the Circus Hub, the following procedures are followed.  

Complaint about a staff member, contractor, or volunteer of the Circus Hub 

If the complaint is about a staff member or contractor to the Hub such as a: Trainer, Rigger, Front desk person, Administrator, Financial Officer, General Manager or a Board member: 
 

  • If the behaviour of concern is causing immediate danger to others in the Hub, please inform the nearest Trainer or Front Desk Person immediately.  

  • All other complaints can be first registered with the General Manager (GM) by written note or email.  

  • If the complainant does not feel comfortable presenting the complaint to the GM, they are able to approach the Board of Trustees for a confidential discussion.  

  • In cases where the complainant is comfortable to approach the GM, the information about the complaint will be given to and assessed by the GM. The GM will acknowledge receipt of the complaint within 5 business days.  

  • A meeting between the GM (or Trustee) and the complainant (person making the complaint) may be required to ensure the details are accurate.  

  • If and where possible the complaint will be resolved by the GM. The complainant will be informed of the result if requested and appropriate. 

  • If the GM decides support is needed in resolving the complaint, a request will be made to the Board of Trustees for it to be discussed at the next available Board meeting or may call a Board meeting to specifically deal with the complaint. This may require the complaint to be formalised in way of a written account of the event which must include: 

    • The complainant’s name  

    • A contact telephone number and/or address 

    • Date and time of the incident 

    • Written details of the complaint 

    • The outcome that the complainant wants as a result 

  • The complainant will be informed of the date of that meeting and will be informed as quickly as possible of the resolution decided upon by the Board. 

  • If the complainant is at any time asked to attend a meeting with the GM or a Board of Trustee member to discuss the complaint, please know that a support person/s is welcome.

Complaint about our product or services, or our procedures:

  • If the concern is causing immediate danger to others in the Hub, please inform the nearest Trainer or Front Desk Person immediately.  

  • For all other complaints, they can be first registered with the following people by written note or email:  

    • Front desk person 

    • Trainer  

    • Administrator 

    • General Manager 

  • If the matter can’t be resolved immediately by a staff member or if the matter is of serious concern to the immediate risk to safety and security, information about the complaint will be given to and assessed by the General Manager (GM). This may require a meeting with the complainant (person making the complaint) to ensure the details are accurate. If and where possible the complaint will then be resolved by the GM. The complainant will be informed of the result if requested and appropriate. 

  • If the GM decides support is needed in resolving the complaint, a request will be made to the Board of Trustees for it to be discussed at the next available Board meeting or may call a Board meeting to specifically deal with the complaint. This may require the complaint to be formalised in way of a written account of the event which must include: 

    • The complainants name 

    • A contact telephone number and/or address 

    • Date and time of the incident 

  • Written details of the complaint 

  • The outcome that the complainant wants as a result 

  • The complainant will be informed of the date of that meeting and will be informed as quickly as possible of the resolution decided upon by the Board. 

  • If the complainant is at any time asked to attend a meeting with the GM or a Board of Trustee member to discuss the complaint, please know that a support person/s is welcome.  

Complaint about a breach of our Rules or Code of Conduct by a student, client, volunteer or other person visiting the Hub 

​If the complaint is about an alleged breach of our Rules or our Code of Conduct by a student or other person visiting the Hub that is not staff or a contractor of the Circus Hub: 

  • If the behaviour of concern is causing immediate danger to others in the Hub, please inform the nearest Trainer or Front Desk Person immediately.  

  • For all other complaint of alleged breach, they can be first registered with the following people by written note or email:  

  • Front desk person 

  • Trainer  

  • Administrator 

  • General Manager 

  • Information about the complaint will be given to and assessed by the General Manager (GM). This may require a meeting with the complainant (person making the complaint) to ensure the details are accurate. If and where possible the complaint will be resolved by the GM. The complainant will be informed of the result if requested and appropriate. 

  • If the alleged breach is a matter of serious concern to the health and safety of The Circus Hub’s staff, students, clients, or visitors, we may restrict or suspend the access to the Circus Hub and other activities to the individual who committed the alleged breach while the investigation is undertaken. 

  • If the GM decides support is needed in resolving the complaint, a request will be made to the Board of Trustees for it to be discussed at the next available Board meeting or may call a Board meeting to specifically deal with the complaint. This may require the complaint to be formalised in way of a written account of the event which must include: 

  • The complainants name 

  • A contact telephone number and/or address 

  • Date and time of the incident 

  • Written details of the complaint 

  • The outcome that the complainant wants as a result 

  • The complainant will be informed of the date of that meeting and will be informed as quickly as possible of the resolution decided upon by the Board. 

  • If the complainant is at any time asked to attend a meeting with the GM or a Board of Trustee member to discuss the complaint, please know that a support person/s is welcome.  

Contact Information

Q Walker, General manager  q@circus.org.nz

Board of Trustees  board@circus.org.nz

Download our Full
Complaints Policy
Complaint Form
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