Fitness Enhancement Complaint Handling Policy
Fitness Enhancement seeks to maintain and enhance our reputation of providing you with high quality services. We value complaints as they assist us to improve our services and customer service. Fitness Enhancement is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manages your complaint.
We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
- You are aware of our complaint lodgement and handling processes,
- Both our clients and our staff understand our complaints handling process,
- Your complaint is investigated impartially with a balanced view of all information or evidence,
- We take reasonable steps to actively protect your personal information,
- Your complaint is considered on its merits taking into account individual circumstances and needs
How to make a complaint
If you are dissatisfied with a service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:
- By completing a complaint form on our website
- By telephoning us in Head Office on (07) 5596 6617 or 1800 783 678
- By emailing us at admin@fitnessenhancement.com
- In person by speaking to any of our customer service staff. If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
- If you are an NDIS participant you may file a complaint with the NDIS Commission by phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged. National Relay Service and ask for 1800 035 544.
- You may make an anonymous complaint on our contact us form
Recording complaints
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us. As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues. If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.
If you complain about a member of our staff
If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible. We will also treat our staff member objectively by:
- informing them of any complaint about their performance,
- Providing them with an opportunity to explain the circumstances,
- Providing them with appropriate support,
- Updating them on the complaint investigation and the result.
Resolving your complaint
We are committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed. Once your complaint has been received, we will undertake an initial review of your complaint. There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you.
Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing, unless it has been mutually agreed that we can provide it to you verbally. You have the right to make enquiries about the current status of your complaint at any time by contacting us.