COMPLAINT HANDLING POLICY AND PROCEDURE
Version 1.0 – Current at 1 October 2019
1. OBJECTIVE OF THE POLICY
Actify You seeks to maintain and enhance our reputation of providing you with high quality services. Complaints are valued as they assist us to improve our services and customer service.
Actify You is committed to being responsive to the needs and concerns of our clients or potentialclients and to resolving complaints as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which Actify You receives and manages your complaint. We are committed to being consistent, fair and impartial which handling your complaint.
The objective of this policy is to ensure:
- You are aware of your complaint lodgement and handling processes;
- Both you and Actify You representatives understand our complaints handling process;
- Your complaint is investigated impartially with a balanced view of all information or evidence;
Actify You takes reasonable steps to actively protect your personal information; and
- Your complaint is considered on its merits taking into account individual circumstances and needs.
2. DEFINITION OF A COMPLAINT
In this policy a complaint means an expression of dissatisfaction by a client relating to Exercise Physiology Services provided by Actify You.
3. HOW A COMPLAINT CAN BE MADE
You can lodge a complaint with Actify You in the following ways:
- By completing a feedback form on our website: www.actifyyou.com.au
- By telephoning Actify You on: 0460 890 524
- By writing to Actify You at: Po Box XXX, Molong NSW, 2866
- By emailing us at: firstname.lastname@example.org
- By speaking to a representative of Actify You in person.
4. INFORMATION YOU WILL NEED TO PROVIDE
When we are investigating your complaint Actify You will rely on information provided by you and information we may already possess. Actify You may need to contact you to clarify details or request additional information where necessary. To allow Actify You to investigate your complaint quickly and efficiently you will need to provide the following information:
- Your name and contact details;
- The nature of the complaint;
- The name of the Actify You Representative;
- Details of any steps you have taken to resolve the complaint;
- Details of conversations that may be relevant to you your complaint; and
- Copies of any document that relates to your complaint.
5. ASSISTANCE WHEN MAKING A COMPLAINT
If you need any assistance with lodging your complaint, please contact an Actify You representative who will assist you.
6. RECORDING COMPLAINTS
When taking a complaint, Actify You will record your name and contact details, details of our complaint including the facts and cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint, all dates and times relating to actions taken to resolve the complaint and communication between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends and rectification/remedial action taken to mitigate any identified issues.
7. FEEDBACK TO CLIENTS
Actify You is committed to resolving your issues at the first point of contact. If this is not possible a formal complaint process will be followed. Actify You will acknowledge receipt of your complaint within five (5) business days. Once your complaint has been received Actify You will undertake an initial review of your complaint.
There may be circumstance during the initial review or investigation of your complaint where we may need to clarify aspects of your complaint or request additional information from you. In such circumstances we will explain the purpose of seeking clarification or additional information/documentation.
Actify You aims to resolve your complaint within ten (10) business days, however, this may not always be possible. Where we have been unable to resolve your complaint within ten business days, we will inform you of the reason for the delay and provide and estimated date of when we will be able to finalise your complaint.
If we have sought clarification or additional information/documentation from you and are waiting on you to provide this, we may not be able to meet our 10 business day finalisation commitment. In such circumstances, upon receipt of your clarification or additional information/documentation we will provide and estimated date for when we expect to be able to finalise your complaint.
Once we have finalised your complaint, we will advise you of our findings and any actions we have taken. We will do this in writing which may include letter and/or email to the contact details you have provided to Actify You.
8. COMPLAINTS ABOUT ONE OF OUR REPRESENTATIVES
If you complain about one of our representatives, we will treat your complaint confidentially, impartially and equally. We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people and verifying explanations where possible.
Actify You will treat our representative objectively by:
- Informing them of any complaint about their performance;
- Providing them with an opportunity to explain the circumstances;
- Providing them with appropriate support; and
- Updating them on the complaint investigation and the result.
9. COMPLAINTS UNDER INVESTIGATION BY A REGULATOR OR LAW ENFORCEMENT BODY
If your complaint is currently being investigated by any body or agency external to Actify You, we
will cease to take any further action in relation to your complaint pending finalisation of that
10. COMPLAINT ESCALATION PROCESS
Where possible, Actify You will attempt to resolve your complaint at the first point of contact. If we
are unable to resolve your complaint or you are not satisfied with how the complaint has been
investigated or the result of the investigation, you can escalate your complaint to Exercise and
Sport Science Australia (ESSA) or the Health Care Complaints Commission.
ESSA can be contacted by:
Phone: 07 3171 3335
Health Care Complaints Commission can be contacted by:
Phone: 1800 043 159 (toll free) or (02) 9219 7444
Other relevant agencies to whom you may be able to make a complaint, depending on your
particular circumstances, are listed below:
Phone: 1800 035 544 (toll free) or TTY 133 677