Complaints Procedure

A complaints procedure is the established process for reporting problems during a casting, a shoot, or in dealings with a production. It answers three questions: Who do you contact, what happens to your report, and what consequences does it have for you? A good complaints procedure is known before anything happens, not only afterward.

Anything that differs from what was agreed can be reported: a boundary violation, pressure on set, missing test documentation from other participants, breaks that were not observed, a late payment, or material that is used differently from what was contractually agreed.

The stages at a glance

On set

The first point of contact is the designated contact person, who must not also be directing. They can stop a scene, arrange a break, or clarify whether there has been a misunderstanding. Who this person is should be stated during the preliminary meeting or on the Call Sheet.

At the agency

If the booking is handled through us, contact the agency, preferably on the same day. This also applies if the problem was resolved on set, because this is the only way to identify whether a production is repeatedly causing difficulties. The contact options are listed on the Contact page.

Outside the industry

Depending on the situation, counselling centres, medical care, the police, or legal advice may be appropriate. These options are available to you regardless of whether you informed the agency beforehand.

What a report should contain

The more specific you are, the better it is possible to respond. Helpful information includes the date, time, and location; the people involved; a brief description of what happened; and who witnessed it. Attach any available documents, such as messages, the Call Sheet, or the signed boundaries list. You do not need perfect wording. Bullet points are enough.

What happens after you report an issue

We confirm receipt, speak with you about the incident and about what you want. Without your consent, we will not pass your name on to the production unless this is absolutely necessary for clarification, and then only after consulting you. We will discuss with you how we proceed with the production.

A report must not result in disadvantages for future bookings. Anyone who makes a complaint is not behaving unprofessionally, but is helping to ensure that agreements have value.

What you should pay attention to

Before your first booking, ask what the complaints procedure is at the production and who the contact person on set is. A production that cannot answer this is working without structure. Also tell a trusted person where you are shooting, so that someone outside the set can be reached.

And do not wait too long. Memories fade, messages are deleted, and some steps, such as medical documentation, are only useful if taken promptly. The article When a boundary has been crossed explains what happens next after a serious incident.