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Customer Service 

We aim to:

  • Provide a helpful, courteous and quick response to all enquirers and visitors.
  • Answer direct line calls in an efficient manner, caller may leave a voicemail message after 6 rings.
  • All staff will ensure their voicemail message is kept up to date at all times and respond within 24 hours on working days.
  • Respond to all correspondence (including emails) within two working days. We aim to acknowledge receipt of correspondence within 48 hours if a full reply is not immediately possible.
  • Despatch mail orders within 10 working days, subject to receipt of correct order instruction, payment and stock availability.
  • Pay Payroll and ABN invoices within 10 working days.

Download our complete Customer Service Charter here.

Customer Service Feedback

The Royal Academy of Dance (the RAD) is committed to providing a courteous, helpful, and efficient service. By providing feedback you are helping the RAD to honour this commitment. We look forward to hearing from you.

Please complete the form below if you have feedback regarding:

  1. The service or conduct of a RAD employee, examiner, faculty member, volunteer, or member. (Please refer to the Safeguarding Incident Report Form for all matters relating to safeguarding).
  2. A person falsely describing themselves as being a registered teacher (RTS), holding any title, certificate, diploma, degree, or other award granted by the RAD when not entitled to do so.
  3. An administrative error or failure to properly apply an RAD policy or bylaw.

Matters outside the RAD jurisdiction:

The following is a list of areas where the RAD will be unable to respond to your feedback as they fall outside the scope of the Customer Complaints Policy and Procedure.

  1. Matters subject to police investigation or legal proceedings
  2. Contractual disputes between a dance school and student such as, dance school:
    1. Tuition fees
    2. Cancellation policy
    3. Refund policy
    4. Student readiness to enter an exam
    5. Agreements between the dance school and the student
  3. Contractual disputes between a dance school and teachers such as,
    1. Employment agreements
    2. Franchise and partnership agreements
    3. Mergers and acquisition

Customer Service Feedback Form:

About you

Name
Address
Are you providing feedback on behalf of someone else?
If Yes, please provide their name
When resolving matters, it assists if you are willing to disclose your identity to the other party, however if you would prefer the other party to not know your identity, we will respect your request however it may impact upon the other parties’ ability to respond to the complaint and the outcome in the matter. Please note: We will disclose your contact details to the other party unless you request otherwise in the question below. Do you consent to your contact details to be provided to the other party?
To ensure fairness the RAD must be able to provide the other party with the details of the complaint and they must be provided with an opportunity to respond. If you are unwilling to share your complaint with the other party the RAD is unfortunately unable to assist. Subject to your response to the confidentiality question above, do you consent to your complaint being shared with the other party?

About the Other Party

Who are you providing feedback on?

What is their name
Have you attempted to resolve the matter with the person / dance school before contacting the RAD?

The feedback/complaint

As a rule, the RAD will not hear complaints greater than 60 days after an alleged incident unless the RAD determines in its absolute discretion that it will hear the complaint.
MM slash DD slash YYYY

Details of anyone helping you

What is their name?

Confirmation

Unless you confirm below that you would like to lodge this as a formal complaint the RAD shall treat it as an informal complaint. Please rest assured that both formal and informal complaints are treated with utmost importance. Would you like to lodge this matter as a formal complaint?