INTEGRATE FITNESS
Grievance Policy
Whilst we love to hear your praise, we also respect and value your feedback, suggestions and complaints. We’ll try our best to resolve a complaint quickly and easily and use it to help us improve our services.
In person
Chat to your trainer after class and hopefully we can resolve the issue straight away.
In writing
Fill in the enquiry form HERE or email to info@integratefitness.com.au. Please include the following details in the email:
Your name, email address and daytime contact number
What happened – the time and date, details of people involved and a detailed description
Do you want/need this fixed? If yes, what would you suggest?
Do you want a reply? If yes, how (email, phone call, meeting)
When we receive feedback or a complaint here’s how we’ll handle it:
Once received, we’ll record it on a Complaint Handling Form and send you a confirmation email (unless otherwise requested) within two business days
We'll then assess the situation and email you a response, hopefully containing details of how we can fix things, within five working days (we will advise you if we need more time to look into the situation)
We will do all we can to resolve your complaint and record all we’ve done to do so
Our records will be closed once the issue has been resolved
All feedback and complaints will be kept confidential.
If Integrate Fitness is unable to resolve the complaint, please feel free to contact the ACCC.
Please arrive 5 minutes prior to class commencing. If you are more than 5 minutes late for a group fitness class you will not be allowed to join for safety reasons.
In case of an emergency please follow the directions of the instructor.
Some classes may be conducted in public arenas. Please be respectful to the general public, we are all here to enjoy the parks and lakes.
Participants are to refrain from:
Aggressive behaviour in any form, including physical abuse, verbal abuse, threats, intimidation, harassment, coercion and/or conduct which threatens or endangers the health and safety of yourself or that of another person.
Ruse or argumentative behaviour with Integrate Fitness staff or other Members (or casual visitors).
Disrupting or obstructing any group fitness class.
Lewd, obscene or indecent conduct or expression, including profanity, or offensive remarks.
Any action which constitutes an attempt to inflict, or the actual infliction of, or injury to yourself, other participants and/or staff.
Wilful damage or destruction of Integrate Fitness property.
Using or possessing any drugs, tobacco or alcoholic beverages during group sessions.
Working out under the influence of drugs or alcohol.
Bringing dogs to any Integrate Fitness session, guide dogs and assistance dogs accepted.
The above Code of Conduct will be enforced by Integrate Fitness staff whose authority shall prevail in the immediate situation. The following actions will be taken for violations of the Code of Conduct:
Violations of the code that do not constitute an immediate and apparent threat to the safety of yourself or others and/or their property will result in all or some of the following action, including, but not limited to:
Verbal warning
Refusal of entry to the class or being asked to leave the class immediately
A suspension of membership for a specified period of time
A permanent suspension
Violations of the code that are deemed to constitute an immediate or implied threat to the safety of yourself or others, or their property and/or the safety of the facility property may result in the following actions, including, but not limited to:
A suspension of membership for a specified period of time
A permanent suspension
These actions include:
Threatening or harassing others
Verbal and/or physical abuse to yourself, others and/or staff
Abuse or wilful damage of the facilities or equipment
Using illegal drugs or alcohol
In the event of a dispute Integrate Fitness reserves the right to suspend membership until the dispute has been resolved or disciplinary action has been taken. The Integrate Fitness Management ultimately determines the final outcome for the failure to comply with the Code of Conduct. No refunds will be given for the loss of privileges due to a final determination that a violation of the Code of Conduct occurred.
Please see the Integrate Fitness Grievance Policy for details on lodging a complaint.