Complaints & Appeals Procedure Policy

1. Purpose

This policy explains how concerns, complaints, and appeals are handled by the Festival.

It is designed to:

• Provide a fair and transparent process
• Ensure concerns are taken seriously
• Protect participants, staff, and the Festival
• Maintain confidence in Festival operations and decision-making

2. Scope

This policy applies to:

• Filmmakers and entrants
• Attendees and guests
• Staff, volunteers, and contractors
• Judges, screeners, and programmers
• Press, partners, and third parties

It covers complaints relating to:

• Behaviour or conduct
• Administrative or operational matters
• Safety or accessibility concerns
• Policy breaches

This policy does not allow appeals against artistic or jury decisions (see Section 9).

3. Principles

The Festival is committed to:

• Handling complaints professionally and respectfully
• Maintaining confidentiality where appropriate
• Avoiding retaliation against anyone raising genuine concerns
• Responding within reasonable timeframes
• Acting proportionately and fairly

4. Submitting a Complaint

Complaints should be submitted:

• In writing (email or official contact form)
• As soon as reasonably possible after the issue occurs

A complaint should include:

• Name and contact details (where possible)
• A clear description of the concern
• Dates, times, and relevant individuals
• Any supporting evidence

Anonymous complaints will be reviewed but may limit the Festival’s ability to investigate fully.

5. How Complaints Are Handled

Once received:

• The complaint will be acknowledged.
• Festival management will review the issue.
• Further information may be requested.
• An investigation may be carried out where appropriate.
• A written response outlining the outcome will be provided.

Possible outcomes include:

• No further action
• Clarification or explanation
• Mediation or informal resolution
• Warnings or restrictions
• Removal from Festival activities
• Policy or process changes

6. Confidentiality

• Complaints are handled confidentially wherever possible.
• Information is shared only with those involved in resolving the issue.
• Personal data is processed in line with the Privacy & Data Protection Policy.

7. Malicious or Abusive Complaints

If a complaint is found to be:

• Knowingly false
• Harassing or abusive
• Intended to harm reputations

The Festival may take appropriate action, including restricting participation.

8. Safeguarding & Serious Concerns

Complaints involving:

• Harassment or abuse
• Safety risks
• Vulnerable individuals

may be prioritised and, where required, referred to external authorities.

9. Appeals Procedure

9.1 What Can Be Appealed

Appeals may be submitted only for:

• Procedural errors
• Administrative mistakes
• Misapplication of Festival rules

9.2 What Cannot Be Appealed

The Festival does not accept appeals relating to:

• Jury scores or deliberations
• Artistic judgement
• Selection decisions
• Award outcomes

These decisions are final.

9.3 Submitting an Appeal

Appeals must:

• Be submitted in writing
• Be lodged within 14 days of the decision
• Clearly state the grounds for appeal
• Include supporting evidence

9.4 Appeal Review

• Appeals are reviewed by a separate Festival representative where possible.
• A final written decision will be issued.
• No further appeals will be accepted.

10. Timeframes

Indicative timeframes:

• Complaints: response usually within 30 days
• Appeals: final decision usually within 45 days

Timeframes may vary depending on complexity.

11. Record Keeping

The Festival keeps confidential records of:

• Complaints received
• Investigations undertaken
• Outcomes and actions

Records are retained in line with data protection requirements.

12. Amendments

This policy may be updated at any time.

13. Acceptance

Participation in Festival activities constitutes acceptance of this Complaints & Appeals Procedure Policy.