Complaint Policy

Goals of the policy

We value complaints as they assist us to improve our therapeutic and fitness services to our corporate clients.
This policy has been designed to assist both corporate clients and the contractors working as part of our team. Corporate On-Site Therapies is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all corporate clients making a complaint equally.
This complaint handling policy document and the associated complaint form are accessible on our business website

Definition of a complaint

In this document, the “corporate customer” is the company which hosts our services.
The “corporate client” is the employee who uses our services.
The “contractor” is the practitioner (therapist/Instructor) who provides services on our behalf.
Complaints are defined as any expression of dissatisfaction or grievance made to us by a corporate client or a corporate customer in relation to our services.

Recording complaints

All complaints made, verbal or written, will be recorded on a complaint form at the time the complaint is made, or as soon as possible afterwards. The complaint will be:

  • Either recorded by the contractor who took the details,
  • Or recorded manually by the client on our complaint form template.

This form is available on the business website and locally at the company´s premises.
It will be then sent by internal mail to one of the co-principals. The complaint paper form will be stored in a complaint database in a secure place at the corporate customer´s premises.
When taking a complaint, the contractor will record the name of the corporate client, as well as full details of the complaint including the date. Details of all communication with the corporate client and any actions to resolve the complaint will be recorded in the same place.
Recorded complaints will also be monitored for any overall trends by the co-principals and efforts made to resolve any ongoing issues.
The details of the complaint will not be divulged to third parties unless the corporate client has given a written consent.

Informing corporate clients of progress

We strive to resolve all complaints within 1 month.
Corporate clients will be given an approximate timeframe at the time they make their complaint. Corporate clients will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.
Corporate clients will be informed of any changes to our services as a result of their complaint.
Where appropriate, corporate clients whose complaints have been resolved will be contacted at a later date in order to confirm that they are happy with the manner in which their complaint was handled.

Responding to complaints

All people making a complaint will be treated with courtesy. Where possible, complaints will be resolved at the first point of contact. For instance, but not only, If appropriate to the complainant, contractors can offer supplementary treatment or fitness training in order to resolve the issue if possible. Complaints will still be recorded.
If the complaint cannot be resolved immediately, the corporate client will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the contractor taking the complaint details will be the contact person.

Escalation of complaints

If a complaint cannot be resolved by the usual complaint process, and provided that the corporate client agrees by giving written consent , the complaint form should be referred to the corporate customer.
In this case, the corporate client will be informed and given an amended timeframe for resolution.
If the complaint still cannot be resolved to the corporate client’s satisfaction, we will inform them about where they can take further action (e.g., Office of Consumer and Business Affairs, Equal Opportunity Commission).

Review of complaint handling policy and procedures

Corporate On-Site Therapies is committed to continuous improvement and this policy will be reviewed regularly (at least every six months) for effectiveness and updated if needed, as described in our Quality Assurance Plan document.

This complaint handling policy is supported by the co-principals. We commit to providing this policy to all contractors and displaying it in our documentation available for corporate clients.