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Policy Statements
Customer Care
Policy
The Lively
Tiger Chen Style Tai Chi School is committed to the principle of continuous
service improvement in order to satisfy and wherever possible exceed customer
expectations.
This customer
care commitment will be sustained through:
- An
acceptance of the need for continuous improvement.
- A
commitment to listen and respond positively to students and
customers.
- Regular
review and improvement.
- A
commitment to learning from others.
- Stating my
name when answering telephone calls.
- Identifying
myself by name, organisation and position when answering emails and letters.
- Ensuring
that all correspondence is acknowledged within 5 working days followed
promptly by a full reply.
- Publishing
details of all session fees on the website.
- Providing
support information on the website.
- Providing a
responsive and unbiased complaints procedure that will be processed within
clearly defined time parameters; all complaints will be acknowledged within 5
working days and the complainant informed of the decision/outcome within 28
calendar days.
Equal Opportunities
Policy
Lively Tiger
Chen Style Tai Chi School is committed to Equal Opportunities and
Anti-discrimination by taking positive action to:
- Promote
practices and procedures that give Equal Opportunities to everybody who wish
to practice Tai Chi.
- Monitor all
materials produced by the Lively Tiger Chen Style Tai Chi School to ensure
that they are free from bias.
- Promote the
principles of diversity and accessibility.
- Monitor and
review the policy on a regular basis, taking into account all changes to
current legislation.
The Equal
Opportunities Policy will be implemented by:
- Promoting
the policy on the website and making it readily available to anyone who
requires it.
- Monitoring
and evaluating the effectiveness of the policy through continuous
improvement.
Safeguarding Children
Policy
Lively Tiger Chen Style Tai Chi School
fully recognises its responsibilities for child protection. For the
purposes of these policies and procedure children are any person under the age
of 18 years, or those whom are considered vulnerable.
We
will endeavour
to safeguard children by:
· Adopting child protection policies and guidelines through a
code of behaviour for staff and volunteers.
· Sharing information about concerns with agencies who need to know,
and involving parents and children
appropriately.
- Ensuring that all staff and volunteers with responsibility for children
are checked in accordance with the Criminal Record Bureau guidelines.
- Making all new staff and volunteers aware of the child protection
procedures and policies.
- Establishing a safe
environment in which children can learn and develop.
- Reviewing this policy and
good practice at regular intervals.
Code of Behaviour
- Staff and volunteers must respect children's rights to privacy and
encourage children and adults to feel comfortable enough to report attitudes
or behaviour they do not like.
- Staff and volunteers must refrain from consuming alcohol for a period
of at least 12 hours prior to assuming responsibility for any child or
children.
- If a member of staff or volunteer finds himself or herself the subject
of inappropriate affection or attention from a child, they should make others
aware of this.
Do not:
- Spend excessive amounts of time alone with children, away from others.
If privacy is needed, the door should remain open and other staff or
volunteers should be aware of the meeting.
- Make unnecessary physical contact with children. However, there may be
occasions when physical contact is unavoidable, such as providing comfort at
times of distress, first aid or physical support or correction during
training. In all such cases contact should only take place with the consent of
the child.
- Take children alone in a car, however short the journey. Where this is
unavoidable, it should be with the full knowledge and consent of the parents
(or guardians).
- Initiate or engage in sexually provocative conversations or
activity.
- Allow the use of inappropriate language to go
unchallenged.
- Show
favouritism
to any one child.
- Issue or threaten any form of physical
punishment.
Complaints
Procedure
To help
improve customer service, your comments are always welcomed. If your are in
anyway dissatisfied with the service provided please put your concerns in
writing to enable the issues that you raise to be fully addressed:
- All
correspondence will be acknowledged within 5 working days.
- A letter
will be sent to the complainant, within 28 calendar days of receiving the
complaint, with the result of the review and any actions that have been
instigated in response to the complaint.
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