Power House Yoga (PHY) is committed to providing yoga training services, workshops and events of the highest quality and to international standards. PHY aims to respect and honour others in both intention and action. PHY’s high standards of service provision aims to meet the needs of all students or participants.
This document outlines procedures in place to address any complaints addressed to the organisation. The PHY Code of Ethical Practice is the foundation for addressing any complaint and the following processes are based on confidentiality, equality and respect as laid out in the Code of Ethical Practice.
PHY views complaints as opportunities for improvement in service provision to members and to the public. PHY sees positive comments as confirming service provision to members and to the public and this input is encouraged. Evaluation forms are distributed following activities and all comments are seriously considered in future planning and operations. This feedback is collected at each event and may also be emailed to [email protected]
Association – the entity to which the complaint was filed or lodged. For this policy, the association refers to Power House Yoga (PHY).
Complaint – a written statement of something unsatisfactory or unacceptable; grievance.
Complainant – a person or entity who files a written accusation with PHY charging another person or entity of a wrong-doing.
Facilitator – the person appointed by PHY to act as negotiator between complainant and respondent.
Respondent – a person or entity to whom, or about whom, a complaint is lodged.
Who can make the complaint?
The following entities can make the complaint.
It is expected that the Complainant has read the following prior to making a Complaint:
These documents are available at www.powerhouseyoga.com.au
Prior to making the Complaint, the Complainant must lodge a formal Complaint Letter detailing the concern.
The letter should include the following information:
Please address the letter to:
Managing Director
Power House Yoga
3 / 4 Buchanan Road
BERWICK VIC 3806
Or email to [email protected]
The Complaints Committee has the discretion whether to consider the Complaint if this was lodged 30 days after the incident has occurred.
On receipt of the Complaint Letter by the Managing Director, an Acknowledgement Letter will be sent. Only written and signed complaints will be dealt with by the Complaints Committee. The first duty of the Committee is to ensure that the above policies have been read by the Complainant.
The Complaint will be reviewed by the Complaints Committee and if accepted as fair and reasonable, will be investigated. All relevant facts are taken into consideration including all information provided. The person or entity being accused will be notified of the Complaint. Immediate steps by the Complaints Committee will be taken towards the resolution of the Complaint in a reasonable time frame.
The Complaints Committee may seek expert advice from external parties for resolving the Complaint. Complaints of criminal behaviour will be referred to appropriate authorities.
Whereas the Complaints Committee is committed to act in a professional and timely manner, the Complainant must take all necessary actions to understand the Complaints Committee’s response and undertake all necessary actions to resolve the issue as discussed with the Complaints Committee. The Respondent likewise must take all necessary actions to understand the Complaint and take all necessary actions to resolve the issue as discussed with the Complaints Committee.
The Complainant will receive an email response or post mail on the resolution action. The Complaints Committee will encourage the persons or entities involved to directly communicate and discuss all issues relating to the Complaint. A Facilitator will manage and document the negotiation process including the attendees, discussion points, decisions and courses of action.
The Facilitator will:
If the Complainant is not satisfied with the outcome of Stage 1, he or she may lodge an appeal by letter to the Complaints Committee within 30 days from the response detailing the following:
After the appeal letter is received by the Complaints Committee, an acknowledgement letter will be sent.
The Complaint will be further reviewed and further investigated. The reasons for the appeal are taken into consideration.
A series of negotiation processes may take place again involving all parties – Complainant, Respondent and a New Facilitator will be appointed. The Complaints Committee may seek expert advice from external parties to resolve the Complaint. The Complainant will then receive a notification response on the resolution.
If the Complaint cannot be resolved by the Complaints Committee, it will then be forwarded to an appropriate higher body or authority. This activity may then incur costs. The Complainant will then be informed depending on the nature of the Complaint. All those involved in the Complaint will share the cost equally, unless agreed otherwise.
PHY will ensure that all complaints are completely resolved. When all parties come to an agreement, they will all acknowledge by signature the resolution and the completion of the grievance process
