Grievance and Appeals Procedure

1. Lodging a Grievance

Participants who have a complaint or concern are encouraged to raise it as soon as reasonably possible so it can be resolved promptly before issues escalate.

A grievance should be submitted in writing by email to:

[email protected]

The written grievance should include:

• The participant's name and contact details.
• A clear description of the concern or complaint.
• The date(s) the incident occurred.
• Any relevant supporting documentation or evidence.
• The outcome the participant is seeking, if known.

Early communication allows concerns to be addressed quickly and constructively. Delaying a grievance can make resolution more difficult and may contribute to unnecessary misunderstanding or conflict.

2. Acknowledgement

Taube Pilates will acknowledge receipt of the grievance within five (5) business days and advise the participant of the next steps in the process.

3. Confidentiality

All grievances will be handled confidentially and respectfully.

Information provided during the grievance process will only be shared with individuals directly involved in investigating or resolving the matter, unless disclosure is required by law.

4. Investigation

Each grievance will be assessed impartially and thoroughly.

Depending on the nature of the concern, the investigation may include:

• Reviewing relevant documentation.
• Speaking with the participant.
• Consulting instructors, staff, or other participants where appropriate.
• Gathering any additional information required to make an informed decision.

Every effort will be made to complete the investigation as promptly as possible.

5. Resolution

Following the investigation, Taube Pilates will determine an appropriate resolution based on the circumstances.

Possible outcomes may include:

a. Informal Resolution

Many concerns can be resolved through open discussion, clarification, or improved communication.

b. Mediation

Where appropriate, an informal mediation process may be facilitated to assist all parties in reaching a mutually acceptable outcome.

c. Corrective Action

If the grievance identifies areas requiring improvement, appropriate corrective action will be implemented. This may include updating course materials, improving systems or processes, or modifying teaching practices.

Participant feedback is valued and plays an important role in maintaining the quality of our education programs.

d. Refund or Compensation

Where a grievance relates to a substantiated concern regarding course delivery or participant experience that cannot be reasonably resolved, Taube Pilates may, at its discretion, offer a partial or full refund or another appropriate remedy consistent with Australian Consumer Law.

e. Continuous Improvement

Where a grievance identifies a recurring issue or opportunity for improvement, appropriate changes will be made to minimise the likelihood of similar issues occurring in the future.

6. Communication of the Outcome

The participant will receive a written response outlining:

• The findings of the investigation.
• Any actions taken.
• The reasons for the decision.
• Any further steps available to the participant.

Where possible, Taube Pilates aims to provide a written outcome within twenty-one (21) business days of receiving the grievance. Complex matters may require additional time, and participants will be kept informed of any delays.

7. Appeals Process

If a participant believes the grievance has not been resolved fairly, they may lodge an appeal.

Appeals must:

• Be submitted in writing to [email protected] within 21 days of receiving the written outcome.
• Clearly explain the reasons for the appeal.
• Include any new information that was not previously available.

Where appropriate, the appeal will be reviewed by an independent and impartial person not directly involved in the original decision.

The outcome of the appeal will be communicated in writing and will represent the final internal decision.

Participants also retain the right to seek advice or pursue external dispute resolution where appropriate under Australian Consumer Law or through relevant regulatory bodies.

8. Non-Retaliation

Participants who raise genuine concerns in good faith will not be disadvantaged, discriminated against, or treated unfairly as a result of making a complaint or participating in an investigation.

9. Record Keeping

Taube Pilates will maintain confidential records of all grievances, investigations, outcomes, and appeals in accordance with applicable privacy legislation.

These records assist with quality assurance and continuous improvement while protecting participant confidentiality.

10. Review of this Procedure

This Grievance and Appeals Procedure will be reviewed periodically to ensure it remains current, effective, and compliant with AUSactive and Pilates Association of Australia requirements and applicable Australian legislation.