Complaints Policy and Procedure

SustainHealth Academy

Last updated: June 2026

1. Introduction

SustainHealth Academy is committed to delivering high-quality training and maintaining a professional, respectful learning environment. We take all complaints seriously and are committed to resolving them fairly, promptly, and confidentially.

This policy applies to all courses, seminars, workshops, and related activities organised by SustainHealth Academy, in any location worldwide.

2. What You Can Complain About

You may submit a complaint about any aspect of your experience with SustainHealth Academy, including but not limited to course content or delivery, instructor conduct, administrative processes, registration, payment or refund handling, facilities or venue, communication, or any other matter relating to the services provided by the Academy.

3. How to Submit a Complaint

Complaints should be submitted in writing to our Complaints Officer:

Scott Ling
Founder & Director, SustainHealth Academy
Email: info@sustainhealthacademy.com.au

Your complaint should include your full name and contact details, the course or seminar the complaint relates to, a clear description of the issue, the date(s) on which the issue occurred, and any supporting documentation you wish to provide.

If you are unable to submit your complaint in writing, please contact us at info@sustainhealthacademy.com.au to arrange an alternative.

4. How We Handle Your Complaint

Stage 1: Acknowledgement

We will acknowledge receipt of your complaint within five business days. The acknowledgement will confirm who is handling your complaint and the expected timeframe for a response.

Stage 2: Investigation and Response

We will investigate your complaint thoroughly and provide you with a written response within four weeks of receipt.

If we need more time to investigate, we will notify you within the four-week period, explain the reason for the delay, and provide a revised date by which you can expect our response.

Stage 3: Resolution

Our written response will set out the findings of our investigation and any actions we propose to take. If we find in your favour, any resulting actions or remedies will be implemented within 14 business days of the response, unless a different timeframe is agreed with you.

5. Confidentiality

All complaints are treated in strict confidence. Information relating to a complaint is shared only with those directly involved in investigating and resolving the matter.

6. Appeal to an Independent Third Party

If you are not satisfied with the outcome of your complaint after Stage 2, you have the right to appeal to an independent third party.

The Academy has appointed an independent dispute mediator who is not an employee, director, or instructor of SustainHealth Academy and who acts impartially and without direction from the Academy.

To submit an appeal, contact the Academy at info@sustainhealthacademy.com.au within 14 days of receiving the Stage 2 response to request the independent mediator's contact details. You may then submit your appeal directly to the mediator in writing. Include a copy of your original complaint, the Academy's response, and an explanation of why you consider the outcome unsatisfactory.

The independent dispute mediator will review the complaint, the Academy's response, and any additional information provided by either party, and will issue a written decision within four weeks of receiving the appeal. If more time is required, the mediator will notify both parties of the revised timeframe.

7. Binding Decision

The decision of the independent dispute mediator is binding on SustainHealth Academy. Any actions or remedies required by the mediator's decision will be implemented by the Academy within 14 business days, unless a different timeframe is specified in the decision.

After the independent mediator's decision, the option to pursue the matter through the courts remains available to both parties.

8. Record Keeping

All complaints, including the original submission, investigation records, correspondence, outcomes, and any appeal proceedings, are recorded and retained by SustainHealth Academy for a minimum period of five years from the date the complaint was resolved.

9. Contact

If you have any questions about this complaints policy, please contact:

Scott Ling
Founder & Director, SustainHealth Academy
Email: info@sustainhealthacademy.com.au
Website: www.sustainhealthacademy.com.au