Overview
The Welsh Language (Wales) Measure 2011 established a legal framework to impose a statutory duty on public bodies in Wales to comply with the new Welsh Language Standards.
Welsh Language Standards complaints
We are committed to dealing effectively with any concerns or complaints members of the public may have about our compliance with the standards.
Published according to the requirements of the Welsh Language Standards 164, 170 and 176
We are committed to dealing effectively with any concerns or complaints members of the public may have about our compliance with the standards. We will always learn from any mistakes and use the feedback we gain to improve our services.
This guidance explains how we will deal with complaints relating to our duty of compliance with the standards.
How to complain
A complaint can be registered in a number of ways:
E-mail to – cymraeg@cbcdc.ac.uk
Call us on – 029 2034 2854
Letter to – Principal, Royal Welsh College of Music and Drama, Cathays Park
Cardiff, CF10 3ER
We will deal with all complaints in an open and honest way. The College will be responsible for acknowledging complaints within 5 working days informing the complainant how we intend to deal with the issue. We will respond fully to most complaints within 20 working days. If it is likely to take longer, we will explain this and update on progress.
If there could be a simple solution to the complaint, we may ask if the complainant is happy to accept this and resolve the matter quickly and informally.
If a more formal process is needed, the College will aim to establish what went wrong and bring it to the attention of the Senior Management Team. If we have failed to provide a service the complainant should have received, we will provide it if possible. If we got something wrong, we will aim to put it right and we will learn from it.
Further information
We will keep a record of any complaints and will include a summary of those received in each reporting year in our Annual Report on Welsh Language Standards. Any reference to an individual case will be done with careful regard to anonymity and confidentiality.
Training for the Senior Management Team which deals with complaints is provided by the College’s Academic Registrar, in liaison with the RWCMD Company Secretary and other specialists as appropriate.
For more information relating to complaints or notes of concern please contact cymraeg@cbcdc.ac.uk