Purpose & Value
Our Purpose
Our purpose in business and why we exist beyond making a profit is to empower women to shine.
Our Customer Charter
What is a Customer Charter?
Fernwood’s Customer Charter describes our service commitments to the community. It has been developed to provide you with important information about your rights as a member, as well as your obligations as a consumer of our services.
Why do we have a Customer Charter?
As a franchise organisation with many individual business owners, it can be challenging to maintain consistent service standards across the network of Fernwood clubs. A Customer Charter allows both the service provider (us) and the customer (you) to judge the service against a common service standard.
There are good reasons why Fernwood has a Customer Charter which include;
- To set consistent service standards
- To let you know what you can expect from us
- To serve you better.
Building strong relationships
At Fernwood, we strive to have strong and effective relationships with our members and the women in the community. In endeavoring to do this, we aim to provide you with accurate information, listen to feedback, continually review and develop our services and consult with you where appropriate.
We are committed to:
- acting fairly and objectively in all our communications
- being honest, open and transparent in all of our dealings
- responding to all individuals regarding their needs
- making decisions and providing advice on merit and without bias.
Our Core Values
The values that support our behaviors in business are:
Integrity
I will be honest and ethical in all my dealings with others. Compliance with the law and our company policies is the minimum standard.
Commitment
I will do as I say and accept responsibility for my actions. I'm accountable for my results.
Respect
I treat others the way I want to be treated, with dignity and respect.
Passion
I'm passionate about the wellbeing of my members, our clubs and our company. I'm passionate about excellence and professionalism.
Openness
I'm open to ideas from anywhere and freely share with others. I avoid gossip and hearsay.
Service Mentality
I'm caring and responsive in the way I provide service to our members and my colleagues.
Reliability
We aim to achieve the following service standards;
- If you phone us we will answer your call within 5 rings
- If you email us we will respond within 2 working days
- If you write to us we will respond within 5 working days
Regardless how you contact us we will endeavor to help you the first time or refer you to the appropriate person immediately.
Your Privacy
We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information. We will not give your personal information to any other organisation for their marketing purposes. We will, with your help, take reasonable steps to keep your details accurate and up-to-date
Complaints and feedback
Fernwood welcomes your feedback to help us improve the quality of our services. If you have a complaint, compliment or something you would like to tell us, we encourage you to contact us. In the first instance, please discuss the matter with the manager of the Fernwood club concerned.
If you are not entirely satisfied with the resolution we ask that you contact our National Support Office so they can work with you to resolve the situation. You can contact us via the following avenues;
Visit us at www.fernwoodfitness.com.au and make use of the 'Contact Us' form, or call us on 1300 33 76 96