A complaint or grievance is any matter of dissatisfaction expressed by a student, member of staff or client about any aspect of Kickstart Coaching products and services.

If you have any complaint regarding any aspect of the training; the coaching, the courses, the materials, the staff or the assessment process, please discuss your complaint in the first instance with the Customer Relations Manager.

Where it is necessary to make your complaint formal, you will be asked to put the complaint in writing and to mail to Customer Relations Manager, Kickstart Coaching, 566 St Kilda Road Melbourne 3206.

The Customer Relations Manager will investigate the complaint and make contact with you within 72 hours, to either request further information or to provide response/solution. Where further information or investigation is required the Customer Relations Manager will provide you with the details of the expected timescales.

Where the Customer Relations Manager is unable to resolve the complaint to your satisfaction, you may refer your complaint to Kickstart Coaching Complaints Panel at the same address above. The Complaint Resolution panel will provide you with an opportunity to formally present your case. This Panel comprises:

• Director of Kickstart Coaching
• The course/ coaching Coordinator
• Customer Relations Manager
• At least one trainer / coaches and /or Customer Relations Mangers who is independent to your complaint

The Complaints Review Panel is required to consider any submissions or supporting materials you provide before making its decision. It is preferred that such submission or material are provided in writing prior to the Panel meeting but you may make verbal submissions directly to the Panel by prior arrangement.

At the conclusion of the Panel’s review, you will receive a written statement of the appeal outcomes, including reasons for the decision. The decision of the Panel will be final. There are no external rights of review.

All complaints relating to Kickstart Coaching Training Organisation will be securely kept on file in the Complaints folder. This folder must be made available to any authorized persons or bodies for the purposes of monitoring and auditing.

You may also contact Poppy Pavlides, the founder of Kickstart Coaching directly at the address above if you feel the complaint is of a sensitive nature.