Policies
Complaints and Student Grievances Policy
Cindy Melksham is committed to the principles of fairness, accessibility, transparency, responsiveness, accountability, and constructiveness. This is our policy in relation to student and client complaints and grievances. We are committed to improving our service and maintaining a positive relationship with all students and clients.
The policy sets out the procedure for dealing with complaints concerning our one on one healing sessions, energy healing courses, events, and administration of our activities. A complaint is defined as any expression of dissatisfaction with our service by a student or client. We believe that students and clients have the right to know what to expect from Cindy Melksham.
We will make every effort to deal with complaints in an effective and timely manner, initially at an informal level, involving discussion with the student/client. If a satisfactory outcome cannot be reached the student/client will be directed to make a formal complaint. Complaints will be investigated in a way that is proportionate to their nature and outcomes may include training, mentoring, or a change in policy or procedure. An external mediator will be engaged if deemed necessary in complaint resolution.
Making a complaint:
Informal complaint:
Clients and students are, in the first instance, invited to raise their concern/complaint informally with Cindy Melksham.
An informal complaint may take the form of an expression of dissatisfaction within a broader discussion or an issue being raised verbally or by email, perhaps without the word ‘complaint’.
We will endeavour to understand the nature of the issue being raised and establish whether this can be resolved easily. If the matter is not satisfactorily resolved, the student/client is invited to make a formal complaint.
Formal complaint:
A formal complaint should be made in writing by email or letter.
Formal complaints will be acknowledged and responded to within seven business days.
Should an investigation deem further time is required to assess and consider the complaint, the student/client will receive written notice of this.
Upon assessment of the complaint, a strategy will be developed to make any necessary improvement, including how these improvements can be demonstrated or implemented. These improvements may require the undertaking of further training and education.
Cindy Melksham will write to the student/client detailing what action has been taken.
In instances where a satisfactory outcome has not yet been established, Cindy Melksham will engage an external mediator to aid with successful complaint resolution.
Full written records will be kept of each complaint and actions taken.
This policy and it’s procedures will be reviewed every two years. All complaint information will be handled sensitively, in accordance with our Privacy Policy and relevant polices and procedures.
Privacy Policy
We comply with the Commonwealth of Australia Privacy Act of 1998 and do not disclose personal information other than to facilitate the purchase and supply of services and products or where required to by law. All consumer information held is stored securely and not shared with third parties without permission.
Refund Policy
Energy Healing Courses
A non-refundable deposit of $150 is required for energy healing courses including Source Healing and Pellowah Healing. The deposit is transferrable to a future course. In instances where cancellation occurs with a minimum of 7 days’ notice, a full refund, less the $150 deposit will be granted. When less than seven days’ notice is given no refund will be issued.
One on one Healing Sessions
When a session is cancelled with a minimum of 24 hours notice, the fee will be refunded in full. When there is less than 24 hours notice a refund of 50% will be given.