Grievance & Appeals Procedure

 

Please find below our website information on feedback and complaints and our grievance and appeals procedure.

Feedback and Complaints Policy

At The Barre Clinic we pride ourselves on you having a great experience with us, however if we do not live up to your expectations in any way, we want to hear about it.

At the Barre Clinic, we are committed to upholding the reputation of the fitness industry by adhering to the responsibilities st out in the Exercises Professionals Code of Ethics and the Fitness Industry Code of Practice.

To ensure that our standards are upheld, The Barre Clinic employs a process that enables complaints to be heard and evaluated in a timely manner, and where appropriate, action to be taken. These processes are guided by fairness, confidentiality and the right to appeal.

What to do if you would like to give feedback or make a complaint?

  1. Please put your complaint in writing to the owners of The Barre Clinic by emailing andrea@southsideclinic.com.au or cameron@southsideclinic.com.au, or post to The Barre Clinic, 1 Hughes St, Unley, SA 5061, Australia.

    We will reply in writing within 10 days.

  2. We will work with you to do everything we can to resolve your complaint however if your feedback or complaint isn’t resolved through this process, we will refer you to a Consumer Complaints Authority from your state or territory.

    The consumer complaints authorities are as follows:

NSW - NSW Fair Trading

ACT - Office of Regulatory Services – Fair Trading

VIC - Consumer Affairs Victoria

TAS - Consumer Affairs and Fair Trading

SA - Office of Consumer and Business Affairs 

NT - Department of Justice – Consumer Affairs

QLD - Office of Fair Trading 

WA - Department of Commerce – Consumer Protection

Refund Policy

You can request a full refund up to 10 calendar days after paying for access to a course or workshop provided you have not yet accessed the materials.

If you request a refund after ten calendar days following the purchase, or once you have accessed the materials, you will receive a credit note which can be used towards a future Barre Clinic online course or membership subscription. In such cases, 20% of the course fee will be charged as an administration fee. This will only be granted if you have accessed less than 25% of the course.

If more than 25% of the course has been accessed, no refund or credit note will be granted.

Credit notes will expire after 12 months.

Timescale for refund

If eligible according to the criteria above, The Barre Clinic will process the refund due to you as soon as possible and within 10 calendar days of the day on which you requested it.

While we make every effort to run courses as advertised, we reserve the right to change course content, assessment, dates and trainer/moderator. We also reserve the right to suspend any participant who disrupts a course by his or her unacceptable behavior without refund.

Last update: 29th October 2018