The Customer Services and Quality Assurance Department responds to all complaints and ensures that they are managed efficiently and courteously, as quickly as possible. If the reply is to be dealt with swiftly, it is important that full details are given. Anonymous complaints cannot be processed.

Complaints against the ISTD:
1. In the event of an individual being dissatisfied with the service being offered by any department, the complaint should be detailed in writing to the Customer Services and Quality Assurance Department at HQ. The department will log and acknowledge the complaint and it will be forwarded to the appropriate Head of Department who will reply directly to the complainant within 40 days.

In the event of the complainant being dissatisfied, they may further complain to the Chief Executive.

If circumstances should arise that the issue is not yet resolved, the complainant may write directly to the Chairperson of the Council of Management, whose decision will be final.

Any other types of complaint directly against the ISTD should be detailed in writing to the Customer Services and Quality Assurance Department. The complaint will be discussed with the Chief Executive and a response given by Customer Services within 40 working days. Any further complaint may be made directly to the Chairperson of the Council of Management, whose decision will be final.

Complaints against the examiner:
1. Any parent/pupil wishing to complain about the conduct of an examiner or the marks awarded in an examination session can do so only through the teacher that entered the candidate for the examination. Complaints directly from parents/pupils will be acknowledged, but cannot be fully investigated.

2. On receipt of the written complaint, the Customer Services and Quality Assurance Department will log and acknowledge it within 7 working days. It will be discussed with the Chairperson of the appropriate Faculty who will liase with the examiner and then consider the evidence presented. Finally and where necessary, in consultation with the Chief Executive appropriate action will be taken. The complainant will be informed of the final outcome within 40 working days.

Complaints against the teacher:
1. All ISTD teachers have to pass rigorous examination at least to Associate level in the Faculty in which they wish to teach, and they have to retain their annual membership of the ISTD. In this way, they are kept up to date with any changes and developments in their field and have the opportunity to attend training events.

2. However, the ISTD is responsible for the syllabi, and examination of them, not the actual process of teaching. The manner and conduct of the teacher and administration of his/her business is a matter between the student, or their representative, and the teacher. In the first instance, a complaint should be made directly to them.

3. However, if a parent/pupil wishes to make a complaint to ISTD against a teacher, it should be made in writing, with full details of the qualification studied, teacher's name and dance school. The Customer Services and Quality Assurance Department will log and acknowledge the complaint within 7 working days and a report made to the Faculty Board for information.