The purpose of this policy is to:

• Provide a clear, accessible process for raising complaints or disputes

• Ensure complaints are handled consistently and fairly

• Protect individuals from retaliation

• Resolve issues at the earliest possible stage

• Protect the reputation, integrity, and relationships of Pageanz Worldwide

This policy applies to complaints or disputes involving:

• Directors and governance members

• Management and staff

• Contractors and consultants

• Volunteers

• Contestants and participants

• Judges, coaches, mentors, and trainers

• Sponsors, partners, and affiliates

• Members of the public engaging with Pageanz Worldwide

This includes complaints arising from:

• Events and pageants

• Training, rehearsals, and workshops

• Community projects

• Online platforms and digital engagement

• Social media and public communications

• Decision-making processes

All complaints will be handled in accordance with the following principles:

• Fairness and natural justice

• Confidentiality and privacy

• Timeliness

• Impartiality

• Respect and professionalism

• Protection from retaliation

A complaint may include, but is not limited to:

• Alleged breaches of policy or code of conduct

• Behaviour that is unfair, inappropriate, or unprofessional

• Disputes regarding decisions or outcomes

• Alleged discrimination, bullying, or harassment

• Concerns regarding safeguarding, safety, or wellbeing

Note:
Safeguarding concerns involving children or vulnerable persons must be managed immediately under the Child & Vulnerable Persons Safeguarding Policy and may bypass standard complaint steps.

Where appropriate and safe to do so, Pageanz Worldwide encourages concerns to be raised informally first.

Informal resolution may include:

• Clarification of expectations

• Facilitated discussion

• Early intervention by management

Informal resolution is not appropriate where:

• There is a power imbalance

• Safeguarding concerns exist

• The matter is serious or systemic

7.1 Lodging a Complaint

Formal complaints must be:

• Submitted in writing

• Include relevant details (dates, people involved, description of concern)

• Supported by evidence where available

Anonymous complaints will be considered, but may limit the ability to investigate fully.

7.2 Acknowledgement

Pageanz Worldwide will acknowledge receipt of the complaint within a reasonable timeframe.

7.3 Assessment

The complaint will be assessed to determine:

• Whether it falls within the scope of this policy

• Whether immediate action is required

• Whether referral to another policy or authority is necessary

7.4 Investigation

Where required, Pageanz Worldwide will:

• Appoint an impartial person to investigate

• Provide all parties with an opportunity to be heard

• Gather relevant information and evidence

• Maintain confidentiality as far as practicable

7.5 Outcome

Following investigation, an outcome may include:

• No further action

• Informal resolution or mediation

• Corrective actions

• Disciplinary measures

• Policy or process changes

Outcomes will be communicated in writing where appropriate.

Where a complainant is not satisfied with the outcome, escalation may occur to:

• Senior management

• Governing body or designated committee

External dispute resolution options may be pursued where appropriate.

All complaints will be handled confidentially and information will be shared only on a need-to-know basis.

Confidentiality may be limited where:

• Safety is at risk

• Legal obligations require disclosure

Pageanz Worldwide strictly prohibits retaliation against any person who raises a concern in good faith.

Any retaliation will be treated as a serious breach of policy.

All complaints and outcomes will be:

• Documented accurately

• Stored securely

• Managed in accordance with the Records Management & Privacy policies

This policy operates alongside:

• Code of Conduct Policy

• Child & Vulnerable Persons Safeguarding Policy

• Health & Safety Policy

• Whistleblower Policy

Where overlap exists, the policy offering the highest level of protection will apply.

Failure to comply with this policy may result in:

• Disciplinary action

• Removal from activities or roles

• Termination of engagement

• Referral to external authorities where required

This policy will be reviewed:

• Every two years

• Following serious complaints or systemic issues

• When legislation or organisational structure changes

All individuals engaging with Pageanz Worldwide acknowledge their responsibility to comply with this Complaints & Disputes Resolution Policy.