Customer Service Charter - Healthy Balance Fitness

Healthy Balance Fitness Customer Service Charter

Healthy Balance Fitness is an award winning organisation dedicated to the continuous improvement of our programs and services. We’re committed to constantly strengthening our relationship with clients to motivate and empower you to achieve your fitness goals.

Our customer service charter is an expression of this passion and commitment.

What you can expect from us:

Exemplary Customer Service

Our staff will be friendly, helpful and approachable, and will treat you with respect and care. Your needs and concerns will be listened to and valued. All HBF staff abide by our code of conduct and display a high level of professionalism at all times. Our classes will be well planned, fun, efficient, effective, and run on time.

Protection of your personal information

Our privacy policy explains how we protect you. We will not provide your personal information to others without your written permission. Any of your feedback, comments, photographs or videos will not be shared without your permission.

Be treated as family, not a membership number

We’ll know your name, listen to your goals, respond to your needs, and alter your program to suit your level of experience and fitness. If you don’t show up to class you can expect us to follow up.

Quality Assurance

HBF is a Fitness Australia registered business. We abide by the Fitness Industry Code of Practice, and have won numerous awards for our dedication to quality.

Safety

All our staff are fully qualified, registered and insured and adhere to our comprehensive risk management plans, policies and systems to guard your safety at all times.

Everyone is welcome and catered for

Our trainers are experienced at delivering programs to cater for all fitness levels, experience and sizes. Beginners will be supported and guided, while the advanced will be challenged. Everyone will gain results and feel warmly welcomed.

Our Awards...

Continuous review and improvement

We will regularly review and improve our processes, programs and service. We seek our clients’ feedback and implement where appropriate.

How you can help us:

Full disclosure of your health and injury history and inform us immediately if this should change
Provide feedback to ensure the ongoing quality of our programs and service
Ask us if you have a question and inform us immediately if you have a concern or problem
Read the terms and conditions of the services you are purchasing
Let us know if you do not understand any information we give/send you
Attend all your scheduled classes, or contact us ASAP to arrange a make-up class. Arrive at classes on time.
Please leave your pets at home
Treat other Healthy Balance Fitness clients with respect and provide encouragement to all.

You can contact us for enquiries, comments, questions or complaints:

Email

jodie@healthybalancefitness.com.au

Phone

0414 288 434

Standards:

Email response – within 48 hours during weekdays, office is closed during weekends. All legitimate emails are answered. If you don’t get a response please resend as your email probably didn’t reach us.

Telephone response – Within 24 hours during weekdays. Office is closed during weekends. Please leave a message and we’ll return your call on the Monday.