Complaints Policy and Procedure

Double Bay Stand Up Paddle is committed to effectively, efficiently, promptly and fairly handling all complaints about its services and products.

Any complaint will be treated seriously, investigated thoroughly and dealt with according to the merit of the complaint and acted on appropriately so as to improve Double Bay Stand Up Paddle’s functions and remove any grounds for future complaints.

How to Make a Complaint

Clients may make a complaint by telephone or by email to:

Kelly Claudius

Instructor & Founder, Double Bay Stand Up Paddle

Tel: 0412 258 023

email: kelly@doublebaystanduppaddle.com.au

www.doublebaystanduppaddle.com.au

or to:

The Director (Education)

Academy of Surfing Instructors (ASI) Head Office Australia

Tel: Phone: 02 9365 4170

email: info@academyofsurfing.com

www.academyofsurfing.com

Recording and Resolution of the Complaint

• Double Bay Stand Up Paddle is notified of the complaint.

• All complaints are recorded on the Client Complaint form

• Double Bay Stand Up Paddle investigates the complaint

• Clients are notified in writing of the outcome of the complaint within 5 days from the time of receiving the complaint

• All complaint information is filed on the Complaints File

Dissatisfied Outcome

• Should the client not be satisfied, then the client can seek arbitration by a third party acceptable to all parties to the grievance.

• If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request Double Bay Stand Up Paddle seek the services of a third party.

• Arbitration will be undertaken when both Double Bay Stand Up Paddle and the client agree on a third party.

• If the complaint/grievance is still unresolved, the client will be advised of external organisations of appeal.