As an organization serious about the professionalism of the sport, fitness and martial arts industry we take all complaints seriously and by doing so we seek to maintain and enhance the reputation of our industry by providing you with clear processes by which to deal with concerns relating to the industry.
We are committed to being responsive to the needs and concerns of our customers and the general public by providing you with the correct information so you can resolve your complaint as quickly as possible.
This policy has been designed to provide guidance to our customers, or coaches and the general public on the manner in which we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
In this policy a complaint means an expression of dissatisfaction by a customer relating to a coach either on this site or not.
If you have serious concerns about coach, you should in the first instance consider speaking directly with the coach themselves or the organization in which they belong (this will be our first recommendation). If you are uncomfortable with this or consider the relevant coach or organization is unable to address your concerns you can lodge a complaint with us by completing a “Make a complaint” form on the Coach Check website.
When we are investigating your complaint, we will be relying on information provided by you. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently you will be asked for the following information:
We acknowledge – within three business days of receiving your complaint we will acknowledge receipt of your complaint.
We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete information gathering. We may need to contact you to clarify details or request additional information where necessary.
We respond – Following our examination of the facts we will notify you of our recommendations.
We record - we will record your complaint for future reference in accordance with relevant privacy legislation.
If your complaint is currently being investigated by a relevant law enforcement agency, we may cease to take further action in relation to your complaint pending finalization of their investigation.
We will assist any agency with their investigations.