Soft Tissue Therapy Conference

1.0 Refund and Cancellation Policy 

We ask that you carefully consider your registration before submitting. There are many costs involved in registration and a full refund will not be permitted. We do however understand that circumstances do change and you may not be able to make it.

Registration Cancellation Policy
Should your circumstances change and you are unable to attend the event, you must contact the Soft Tissue Therapy organisers at support@massagetime.com.au by no later than 14 days prior to the commencement of the event. A cancellation fee of $100.00 will apply to cover costs incurred in relation to your registration. Should you cancel less than 14 days prior to the commencement of the event, a 50% fee will be incurred.
  
Dinner Cancellation
These bookings are made two weeks prior to the event will incur a full fee if cancelling less than 14 days.

Refund Processing
Refunds will only be processed to the credit card or bank account of the individual, organisation or institution from which the payment was received. Should payment have been via cheque you will be contacted to confirm your current mailing address, and a cheque will be mailed to you.

Event Cancellation or Postponement
Should the event be cancelled or postponed due to unforeseen circumstances, we will endeavour to process a full refund within 90 days of such circumstances becoming known. If you have any concerns or require clarification, please do not hesitate to contact us.

2.0 Complaint/Feedback handling policy

Goals of policy
We value complaints/feedback as they assist us to improve our service and reputation as a quality further education provider. This policy has been designed to assist both customers and staff. The Soft Tissue
Conference 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 patients making a complaint equally.

Definition of complaint/feedback
Complaints/feedback are defined as any expression of dissatisfaction or grievance or ideas made to staff by a customer or member of the public in relation to our business

Recording of complaints/feedback
All complaints/feedback, made verbal or written, will be recorded at the time of the complaintor as soon as possible. When taking the complaint, staff will record the name and contact details of the customer as well as the full details of the complaint/feedback, including the date and time. This information will be sent to and stored at our Macquarie office. Recorded complaints/feedback and patient details will not be divulged to third parties.

Informing Customers of progress.
We strive to resolve the complaints within the shortest time frame possible. Written complaints will be acknowledged promptly.
Customers will be informed of the progress/resolution regularly. Any changes to services as a result of the complaint/feedback will be communicated.

Responding to Complaints/feedback
All people making a complaint will be treated with courtesy. Where possible,
complaints/feedback will be resolved at the first point of contact. If appropriate to the complaint/feedback, frontline staff can offer a resolution satisfactory to resolve the complaint/feedback. Complaints/feedback will be recorded.
If the complaint/feedback cannot be resolved immediately, the customer will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.

Review of complaint/feedback handling process
The Soft Tissue Conference is committed to continuous improvement and this policy will be reviewed regularly for effectiveness and updated.