Firstly, contact the facility manager and outline your concern. It is useful if you also say what you would like done about your concern.
Where possible, put your complaint in writing, as this helps everyone understand what the issue is. Email is quite useful too, especially if you know the email address of the person you wish to complain to.
If you are not happy with the outcome, there are many organisations that can help with dispute resolution, or investigation, such as:
- Specialist organisations such as the Privacy Commissioner (for matters relating to privacy/your data)
- The Disputes Tribunal (useful when the two parties do not agree on what the outcome should be)
- Regulatory bodies, such as the Commerce Commission. Note: The commission does not investigate all complaints, but your complaint may help it decide what issues are most important for it to investigate.
- If the facility is a member of ExerciseNZ and/or Registered with the New Zealand register of Exercise Professionals, and you think they have broken the industry code, you can complain to us. This is outlined in detail on our complaints page.
One important thing to remember is that a good proportion of complaints are due to perceived, or actual, mis-communication. To minimise this, things are best in writing. Where one party agrees to change a written agreement (such as membership agreement), have this noted on your agreement, as this will avoid any later issues with the two parties having different interpretations of what was said. If an issue does arise, contact the facility as soon as possible and try to sort it out. In our experience, issues left for long periods are harder to resolve.