Complaints Policy

1. Purpose

Easy2Swim Swimming Academy is committed to providing a high standard of service to all learners, parents, and partners. We aim to deal with any complaints fairly, promptly, and constructively. We value feedback — both positive and negative — as it helps us improve our teaching, facilities, and administration.

2. Scope

This policy applies to:

• All learners and clients of Easy2Swim Swimming Academy
• All instructors, staff, contractors, and volunteers representing the organisation
• Any person directly affected by the actions or services of Easy2Swim

3. Policy Statement

We will ensure that:

• Complaints are handled promptly, fairly, and confidentially
• Complainants are treated respectfully and without prejudice
• Lessons learned from complaints are used to improve our services
• Complaints can be made without fear of victimisation

4. Informal Complaints

We encourage informal resolution wherever possible. If you are unhappy with any aspect of your experience, please raise the issue with the Centre Co-ordinator, Zandri Stiff, either in person, by phone (082 446 8902), or by email (info@easy2swim.co.za).

If the matter cannot be resolved informally, it will proceed to the formal stage.

5. Formal Complaints

If a complaint cannot be resolved informally, please submit it in writing to the Centre Co-ordinator via email at info@easy2swim.co.za.

6. Escalation to STA

Once Easy2Swim becomes an Approved Training Centre (ATC), if a learner or client is not satisfied with the outcome of their complaint, they may escalate it to Safety Training Awards (STA) in accordance with STA's Complaints Policy.

STA Website: www.safetytrainingawards.co.uk

7. Monitoring and Review

All complaints will be logged and reviewed annually to identify patterns and improvement opportunities. This policy will be reviewed on or before 15 October 2026 or earlier if STA or legislative requirements change.