Complaints

Black Swan State Theatre Company Complaints Policy

  1. Black Swan is committed to improving the experience of its customers. If you are dissatisfied with an Event provided by us, you should, in the first instance:
    1. consider speaking directly with the team member or team members you have been dealing with either in person or on the phone; or
    2. call us on 618 6212 9300; or
    3. email us at information@bsstc.com.au; or
    4. write to us at the following address: Black Swan State Theatre Company, PO Box 337, NORTHBRIDGE WA 6865
  2. When you lodge a complaint, you will be required to provide your name, contact details, information about the nature of the complaint, details of any steps you have taken to resolve the complaint, details of the incident or events giving rise to the complaint and copies of any evidence which supports your complaint. This information allows Black Swan to investigate your complaint in a timely fashion with full knowledge of the facts. Please refer to our Privacy Policy for details in respect of the collection and use of your personal information.
  3. Once Black Swan receives your complaint, Black Swan will acknowledge receipt and contact you to discuss the issue and may request further information and provide advice on how the issue is likely to be resolved.
  4. Black Swan is committed to resolving complaints in a timely fashion. Black Swan will endeavour to acknowledge receipt of your complaint within three (3) business days. Once receipt has been acknowledged, Black Swan will undertake an initial review of your complaint.
  5. Black Swan keeps complaints confidential and only discloses personal information where necessary:
    1. to make enquiries;
    2. to resolve the complaint; or
    3. by written law.
  6. Black Swan will not respond to complaints which, in its reasonable opinion:
    1. breach any written law;
    2. contain offensive, discriminatory or violent language; or
    3. are vexatious, abusive or frivolous in nature.
  7. If your complaint cannot be resolved between yourself and Black Swan, and the matter is covered by the Live Performance Australia's Ticketing Code, you may contact the Live Performance Australia's Complaints Officer at: LPA Complaints Officer Live Performance Australia, Level 1, 15-17 Queen Street, MELBOURNE VIC 3000. Phone: 03 8614 2000 | Email: complaints@liveperformance.com.au
  8. Black Swan will maintain a register of the complaints it receives. This will include the name of the complainant, the nature of the complaint, how the complaint was resolved and the time taken to resolve the complaint. Please refer to our Privacy Policy for details in respect of the collection and use of your personal information.