Complaints & Appeals Policy

1. Raising a concern

Where comfortable, speak with the trainer or staff member who can address the issue. You can also email hello@theguildofmasterbarbers.com. Include what happened, when, who was involved, any supporting material and the outcome you seek. Anonymous concerns can be considered, although anonymity may limit investigation.

2. Urgent safety or serious conduct concerns

Report an immediate danger to staff at once and contact emergency services where necessary. The Guild may take temporary protective action while a matter is assessed. Temporary action is not a final finding and should be proportionate to the risk.

3. Fair process

• A complaint will be handled by a person with appropriate authority and as little conflict of interest as reasonably possible.
• A person whose conduct is criticised will ordinarily be told the substance of the concern and given a reasonable chance to respond, subject to safety, privacy and legal limits.
• Information will be shared only with people who reasonably need it to assess, support or resolve the matter.
• No person will be penalised merely for raising a genuine concern or participating in a review.
• A student may bring a support person to a meeting, provided that person does not obstruct the process or compromise another person’s safety or privacy.

4. Timing and outcome

We aim to acknowledge a written complaint within five business days and provide a reasoned written response within 20 business days. Complex matters may take longer. If so, we will explain the delay and give progress updates.

Possible outcomes include an explanation, apology, correction, re-supply, support plan, timetable change, safety measure, conduct action, fee or refund review, policy improvement or no further action where the concern is not substantiated.

5. Requesting an appeal or review

Ask for review within 10 business days of the decision and identify the error, relevant new information or procedural concern. Where reasonably possible, a person not responsible for the original decision will review the material and provide a written outcome.

A review does not automatically pause an urgent safety restriction, but The Guild will reconsider whether temporary measures remain proportionate while the appeal is pending.

6. External options

This process does not prevent anyone from seeking advice or contacting an appropriate external body. Depending on the issue, options may include NSW Fair Trading, the Australian Competition and Consumer Commission, the Office of the Australian Information Commissioner, emergency services, police, a community legal centre or a court or tribunal with jurisdiction.

7. Records and review

We keep complaint records securely and use de-identified themes where practical to improve the program. Privacy complaints are also handled under the Privacy Policy. This policy is effective from 30 August 2026.