Complaints Handling Policy
1. Purpose
At Coaching Centre, we are committed to providing high-quality coaching services and ensuring that all our clients have a positive experience. However, we recognise that sometimes issues or concerns may arise, and we have a complaint and escalation policy in place to address these situations.
2. Complaint Procedure
If you have a complaint or concern about any aspect of our coaching services, please follow the steps below:
2.1. Informal Resolution:In the first instance, we encourage you to speak directly with your coach or a member of our support staff to try to resolve the issue informally. We believe that many concerns can be resolved quickly and satisfactorily through open communication and dialogue.
2.2. Formal Complaint: If you are not satisfied with the outcome of the informal resolution or prefer to make a formal complaint, you can do so by submitting a written complaint to our complaints department at support@coachingcentre.com.au. Please provide as much detail as possible about the issue or concern, including dates, times, and names of any individuals involved. We will acknowledge your complaint within 48 hours and provide you with a reference number.
2.3. Investigation and Resolution: We will investigate your complaint thoroughly and impartially, and we will provide you with a written response within 14 days. If we need more time to investigate the matter, we will inform you of the reason for the delay and the expected timeframe for resolution. We will work with you to find a satisfactory resolution to the issue or concern.
3. Escalation Procedure
If you are not satisfied with the outcome of your complaint, you may escalate the matter to a higher level of management by following the steps below:
3.1. Appeal: If you are not satisfied with the response to your complaint, you may appeal the decision by submitting a written appeal to our appeals department at coampliance@coacingcentre.com.au. Please provide your complaint reference number and explain why you are not satisfied with the response.
3.2. Review: We will review your appeal thoroughly and impartially, and we will provide you with a written response within 14 days. If we need more time to review the matter, we will inform you of the reason for the delay and the expected timeframe for resolution.
3.3. Our Final Decision: Our decision on your appeal will be final, and we will not consider any further appeals or complaints on the matter.
3.4. Mediation: Mediation involves the use of a neutral third party to facilitate a discussion between the parties involved in the dispute. The mediator's role is to help the parties reach a mutually acceptable resolution. Australian Mediations Association has a list of experienced mediators, accessible via www.ama.asn.au
3.5. Litigation: Litigation involves resolving the dispute through the court system. This can be a lengthy and expensive process, but it is often necessary for disputes that cannot be resolved through other means.
We take all complaints and concerns seriously and are committed to resolving them in a fair, efficient, and timely manner. If you have any questions or need further information about our complaint and escalation policy, please do not hesitate to contact us.