At Simplicity Personal Training, we are committed to providing a positive, professional, and transparent experience for all members. If you have a concern or dispute, we encourage you to contact us as soon as possible so we can work towards a fair and timely resolution.

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1. Raising a Concern

If you wish to raise a concern or dispute, please contact us by email at:

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info@simplicitypt.com.au

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Please include:

• Your full name

• A clear description of the issue

• Any relevant dates or supporting details

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All concerns should be raised directly with management to ensure they are reviewed appropriately.

 

2. Review Process

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Once your concern is received:

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• We will acknowledge your enquiry within 48 hours

• We will review the matter in line with your signed Personal Training Agreement, attendance records, and prior communication

• We may request additional information to ensure the matter is assessed fairly and accurately

 

3. Resolution Options

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Where appropriate, resolution may include:

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• Clarification of policies or agreement terms

• Adjustment to future sessions

• Membership transfer, account credit, or temporary suspension (where applicable)

 

Refunds are assessed in line with our Terms & Conditions and the Australian Consumer Law. Where services have already been provided or reserved, refunds may not be available. In some circumstances, alternative resolutions such as transfer, credit, or suspension may be offered.

 

4. Final Position

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If a resolution cannot be reached, Simplicity Personal Training will provide a written response outlining our final position based on:

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• The signed membership agreement

• Applicable policies

• Services already delivered

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This response will mark the conclusion of our internal dispute resolution process. Clients remain entitled to seek independent advice or external review if they wish.

 

5. External Review

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If you are not satisfied with the outcome, you may choose to seek independent advice or lodge a complaint with a relevant consumer authority. Simplicity Personal Training will cooperate fully with any formal review process.

 

6. Respectful Communication

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We expect all communication to remain respectful and professional. Abusive, threatening, or inappropriate behaviour toward staff will not be tolerated and may result in termination of membership.

 

7. Consumer Rights

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Nothing in this policy is intended to exclude or limit your rights under the Australian Consumer Law.