Below you will find a comprehensive range of Jetts Australia policies.
the kinds of personal information Jetts collects & holds;
how Jetts collects and holds your personal information;
why Jetts collects, holds, uses and discloses your personal information;
how you may access and seek the correction of your personal information as held by Jetts;
how you may complain about a breach of the APPs or a registered APP code (if any) that Jetts are bound by, and how Jetts will deal with such a complaint; and
if Jetts is likely to disclose your personal information to overseas recipients and the countries in which such recipients are likely to be located (if it is practicable to specify those countries in this policy).
Jetts only collects personal information (being information that identifies or could reasonably identify an individual) where Jetts considers it to be reasonably necessary for Jetts’ services, functions and activities. Jetts collects personal information to delivery our products and service to members including in circumstances when:
processing and managing membership and franchisee applications;
facilitating members & casual members gym access;
conducting marketing activities, research & special offers;
accurately identifying who is using Jetts’ services;
communicating with members, franchisees & website visitors to Jetts’ website and online enquiries;
profiling our members & their interests;
operating Jetts’ business; and / or
transferring memberships between clubs as per Jetts transfer policy. The types of information Jetts collects includes:
name, age, gender, date of birth & next of kin;
health information (height, weight, medical conditions);
health and fitness goals;
license and banking details;
contact details (including phone, fax and e-mail);
views and opinions; and
responses to forms and surveys (if any).
Sensitive information is information about you that reveals your racial or ethnic origin, political opinions, religious or philosophical beliefs or affiliations, membership of a professional or trade association, membership of a trade union, details of health, disability, sexual orientation or criminal record. It is Jetts policy to only collect your sensitive information where it is reasonably necessary for Jetts functions or activities and either you have consented or Jetts are required or authorised under law to do so.
Jetts will solicit your personal information by lawful and fair means directly from you unless it is unreasonable or impracticable to do so.
Jetts will collect directly personal information:
over the telephone (including calls and SMS);
via social media and over the intranet (including surveys);
by written correspondence (such as letters, faxes);
on hard copy forms (including registration forms, competition entry forms and surveys);
in person; or
through Jetts website (online purchases, web form submission or participation in a live chat);
electronic systems such as applications and use of the club access card;
and through Jetts’ security surveillance cameras.
Jetts may collect information from third parties including:
your personal trainer;
market researchers & direct marketing providers;
parents or guardians of underage members;
our current members (refer a friend);
the Australian Tax Office (ATO) and the Australian Securities and Investment Commission (ASIC); and
public sources (directories, membership lists, professional and trade associations, ASIC, bankruptcy or court registry searches).
The main purposes for which Jetts collects, holds, uses and discloses personal information are to provide services and benefits to members, and to grow Jetts’ membership.
Jetts collects information to service its members. Jetts can use your information to:
process applications for memberships, franchisees & prospective franchisees;
understand Jetts’ members’ needs and requirements;
manage & run Jetts website & social media platforms;
providing you with information about Jetts services;
delivering or enhancing Jetts’ products and services;
help Jetts maximise the benefits provided to members;
any other purpose directly related to Jetts’ business and for which you have provided consent (where it is reasonably required by law).
Jetts’ website requires subscriptions or registrations to use certain services, functions or content. You will know what information is being collected via these processes when you complete the relevant forms and provide the required details prior to submitting the application. Jetts will collect data relating to any transactions you carry out through Jetts’ website and the fulfilment of your order. Jetts may also use your data to monitor for any unauthorised use of Jetts’ website, content or subscriptions to Jetts’ services.
If Jetts collects personal information for a purpose (the primary purpose), Jetts will not use or disclose the information for any other purpose (the secondary purpose) unless:
you would have consented to the use or disclosure of your personal information; or
in relation to the use or disclosure of your personal information:
you would reasonably expect Jetts to use or disclose your information for the secondary purpose and the secondary purpose is directly related to the primary purpose;
use or disclosure is required or authorised under Australian law or a court/tribunal;
a permitted situation exists in relation to Jetts’ use or disclosure of the information;
a permitted health situation exists in relation to use or disclosure of the information; or
Jetts reasonably believes that the use or disclosure of the information is reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body.
If Jetts uses or discloses your information because Jetts reasonably believes that the use or disclosure of your information is reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body, Jetts will make a written note of the use or disclosure.
You can refuse to provide personal information. However a refusal may mean that the service you requested is not provided or membership will be refused or forfeited.
Jetts may use and disclose personal information for related purposes to third parties. Types of organisations to whom Jetts may disclose your personal information includes:
government bodies such as ATO, ASIC, Australian Prudential Regulatory Authority and the police or courts (as required by law);
various law enforcement agencies and governments for security, customs and immigration purposes;
banking service providers;
rewards partner program providers;
professional or government organisations; and
Jetts’ contracted service providers including:
information technology service providers;
planning research and development providers;
marketing and communications agencies;
mailing houses, freight and courier services;
printers & distributors of marketing material;
debt collectors and banks;
personal trainers; and
external advisers (recruiters, auditors & lawyers).
Jetts does not rent, sell or exchange your personal information to third parties without your prior approval.
Jetts does not adopt, use or disclose government related identifiers (such as a Medicare number or license number) as Jetts’ own identifier for you unless:
it’s required/authorised by law or court/tribunal order;
it’s reasonably necessary to verify your identity;
it’s reasonably necessary to fulfil Jetts’ obligations; or
Jetts reasonably believes it is reasonably necessary for one or more enforcement related activities.
To improve Jetts’ services, Jetts sometimes collects de-identified information from web users. The information collected does not identify an individual but does help Jetts to analyse and improve its web services. When you visit Jetts’ website, a record of your visit is logged and the following data is supplied by your browser:
your IP address and/or domain name;
your operating system (type of browser & platform);
the date, time and length of your visit; and
the resources you accessed or downloaded.
Jetts uses this information to customise the website for visitors and to collect data for analysis, quality control, administration and improving the website. It is not used for any other purpose. Aggregated data may be shared with third parties.
You can stop your browser from accepting new cookies or disable cookies altogether by changing your browser preferences.
Links to third party websites that Jetts does not operate or control are provided for your convenience. Jetts is not responsible for the privacy or security practices of those websites. Third party websites should have their own privacy and security policies which Jetts encourages you to read before supplying any personal information to them.
If Jetts holds your information, Jetts may use or disclose that information (other than sensitive information) for direct marketing if:
Jetts collected the information from you; and
you would reasonably expect Jetts to use or disclose the information for that purpose; and
Jetts provided you with a simple way to opt out of receiving direct marketing from Jetts; and
you have not made such an opt out request to Jetts. Jetts may also use or disclose your information (other than sensitive information) for direct marketing if:
Jetts collected the information from you and you would not reasonably expect Jetts to use or disclose the information for that purpose or someone other than you; and
you have consented to the use or disclosure of the information for that purpose; or
it is impracticable to obtain that consent; and
Jetts provided you with a simple way to opt out of receiving direct marketing from Jetts; and
in each direct marketing communication with you:
Jetts includes a prominent statement that you can request to opt out; or
Jetts otherwise draws your attention to the fact that you can request to opt out; and
you have not made such a request to Jetts.
Jetts can use or disclose your sensitive information for the purpose of direct marketing if you have consented to the use or disclosure of that information for direct marketing. Jetts may also use or disclose your personal information for direct marketing if:
Jetts are a contracted service provider for a Commonwealth contract; and
Jetts collected your information in order to meet an obligation under that contract; and
the use or disclosure is necessary to meet (directly or indirectly) such an obligation.
If Jetts has collected the personal information that Jetts used to send you direct marketing material from a third party, you can ask Jetts to notify you of its source of information. It is Jetts’ policy is to do so unless it is unreasonable or impracticable.
If Jetts uses or discloses your personal information for the purpose of direct marketing, you may request not to receive direct marketing communications from Jetts.
If Jetts uses or discloses your personal information for the purpose of facilitating direct marketing by other organisations, you may request that Jetts does not use or disclose your information for this purpose.
Jetts will give effect to your request not to receive direct marketing from Jetts or an entity facilitated by Jetts within a reasonable time after the request is made.
Jetts stores information in different ways, including paper and electronic form. Jetts takes reasonable steps to protect it from misuse, interference, loss, unauthorised access, modification or disclosure including:
secure password protected databases for storage;
confidentiality requirements of staff;
security firewalls for access to Jetts’ systems;
servers kept at a secure location with limited access;
document storage security requirements;
granting access only to verified individuals;
access controls for Jetts’ buildings;
limited the provision of personal information to third parties and subject to guarantees about use; and
training staff to deal with the information.
Jetts cannot guarantee that personal information will be protected against unauthorized access or misuse and Jetts does not accept any liability for the improper actions of unauthorised third parties.
Jetts will retain your personal information for as long as necessary to fulfil Jetts’ obligations to you, to protect its legal interests, to comply with laws or as otherwise stated to you when Jetts collects your personal information.
Once Jetts is no longer required to retain your personal information, Jetts will take reasonable steps to destroy your personal information or to ensure that your personal information is de-identified.
Jetts and Jetts group entities may disclose your personal information to other third party service providers operating outside Australia who work with Jetts or one of Jetts’ suppliers, agents, or partners. Jetts may also store your personal information on servers based overseas or in the “cloud” or other types of networked or electronic storage.
Before disclosing your personal information to an overseas third party, Jetts will first take reasonable steps to ensure that the overseas recipient:
does not breach the Australian Privacy Principles in relation to your personal information; or
the recipient of the information is subject to a law, or binding scheme, that has the effect of protecting your personal information in a way that is substantially similar to the way in which the Australian Privacy Principles protect the information.
Personal information may be disclosed by Jetts to other Jetts entities and third parties in jurisdictions including: Australia, New Zealand, United States of America and the Netherlands. The European Commission has recognized each of these countries as providing adequate protection of personal information.
You acknowledge and understand that by providing such consent:
Jetts will not be required to take steps as are reasonable in the circumstances to ensure that such third parties comply with the APPs;
if the overseas recipient handles your personal information in breach of the APPs:
Jetts will not be liable under the Act; and
you will not be able to seek redress under Act.
the overseas recipient may not be subject to any privacy law or principles similar to the APPs;
you may be unable to seek redress overseas;
the overseas recipient is subject to a foreign law that could compel the disclosure of personal information to a third party, such as an overseas authority.
If you withdraw consent, Jetts will not rely on this consent when dealing with your personal information going forward.
You have the option of not identifying yourself or using a pseudonym when dealing with Jetts provided that is it lawful and practicable.
Jetts will try to accommodate a request for anonymity if possible. However, your right to anonymity does not apply in relation to a matter if:
Jetts is required/authorised by law or court/tribunal order to deal with identified individuals; or
it is impracticable for Jetts to deal with individuals who have not identified themselves.
It is Jetts’ policy to enable you to access Jetts’ website and make general phone queries without having to identify yourself and to enable you to respond to Jetts’ surveys anonymously.
In some cases however, if you don't provide Jetts with your personal information when requested, Jetts may not be able to respond to your request or provide you with our service. For example, you must identify yourself to become a Jetts member or franchisee.
You have the right, upon request, to access any of Jetts’ records containing your personal information. To request access to your personal information please contact the Privacy Officer, set out at the end of this Policy.
Jetts will respond to your request to access your personal information within a reasonable period of time.
On the basis that it is reasonable and practicable to do so, Jetts will give you access to the information requested.
If Jetts refuses your request to access personal information, Jetts will provide a written notice setting out the reasons for the refusal & how you can complain about the refusal.
Reasons for a refusal may include if it:
poses a serious threat to the life, health or safety;
would have unreasonable impact on privacy of others;
is frivolous or vexatious;
relates to legal proceedings;
reveals Jetts’ intentions or prejudice any negotiations;
would be unlawful;
is required or authorised by law or court/tribunal order;
is likely to prejudice enforcement related activities; or
relates to a commercially sensitive decision process.
When you make a request to access personal information, Jetts will require you to provide some form of identification (such as a driver's licence or passport) so Jetts can verify that you are the person to whom the information relates.
Jetts will take reasonable steps to ensure Jetts’ records of personal information are accurate, up to date and complete.
However, the accuracy of information depends to a large extent on the information you provide. If you do not give Jetts all the personal information Jetts may require, or the personal information provided is inaccurate or incomplete, then the products, services and information Jetts provide may be affected.
If you think there is something wrong with the information Jetts holds about you please contact the Privacy Officer to:
let Jetts know if there are any errors; and
keep Jetts up-to-date with any changes, and Jetts will try to correct your personal information.
Jetts will respond to your request to correct your personal information and in a reasonable period of time. If Jetts refuses your request, Jetts will provide you with a written notice setting out the reasons for the refusal and mechanisms available to complain about the refusal.
If Jetts refuses to correct your personal information, you may request that Jetts associate your information with a statement that the information is inaccurate, out of date, incomplete, irrelevant or misleading. Jetts will take reasonable steps to make the statement visible to users of your personal information.
If Jetts does correct your personal information and Jetts has previously disclosed your personal information to a third party, upon your request, Jetts will notify that third party of the correction unless it is impracticable or unlawful to do so.
If you have any issues you wish to discuss with Jetts or if you’re concerned about how Jetts has collected or managed your personal information please contact the Privacy Officer.
For information about privacy or if your concerns are not resolved, contact the Office of the Australian Information Commissioner at www.oaic.gov.au and on 1300 363 992.
21 COVID-19 Vaccination Status Privacy Collection Statement
This Collection Statement
This COVID-19 Vaccination Status Privacy Collection Statement (Collection Statement) explains how we collect and keep your vaccination status information. We do these things to comply with Public Health Orders made under the Public Health and Wellbeing Act 2008 in Victoria and the Public Health Act 2010 in New South Wales (PHOs). Unless otherwise required or authorised by law (e.g. a PHO), we have decided to minimise the sensitive information related to evidencing your vaccination status that we collect and keep.
Do I need to provide proof that I’ve been vaccinated?
In addition to complying with the PHOs, the health and safety of our members and staff remains our top priority. We appreciate your co-operation in providing any of the evidence noted below to confirm your vaccination status. You can provide evidence of your vaccination status in the form of:
a copy of your COVID-19 Digital Certificate;
a copy of your immunisation history statement; or
proof of vaccination from a medical practitioner.
What if I have a medical exemption?
If you have a medical exemption that precludes you from being vaccinated, you can provide a copy of this exemption signed by an authorised medical practitioner. You will also need to provide evidence of a negative COVID-19 test result within 3 days before each day you visit the gym.
How do I provide proof of my vaccination status?
Before your first return to the gym you will need to provide your COVID-19 Digital Certificate (or any of the evidence above). Your membership card will not work until proof of vaccination has been received and recorded in our system.
There are three ways you can provide proof of vaccination:
Login to the Jetts member portal and follow the steps to upload the evidence of your vaccination status from that noted above. If you are a 24/7 member and wish to visit the gym outside of staffed hours you must follow this process prior to your first visit.
If you would prefer not to upload your evidence online, please bring it with you on your first return to the gym and show it to our reception staff who can verify it and record that your vaccination status has been verified.
If you are in New South Wales and would prefer that we do not have a record of your vaccination status, please show evidence of your vaccination status to our reception staff each time you visit the gym.
What happens once I’ve provided proof of my vaccination status?
Once you have uploaded evidence that you are fully vaccinated to the member portal (or shown it to our reception staff) our staff will verify it.
Once your evidence is verified your member profile on our database will be updated to indicate that your vaccination status has been verified, your membership card will allow you to access the gym and we will delete any evidence you uploaded to the member portal.
Your documentary evidence will only be:
viewed by Jetts staff who have a specific need to access it to do their job; and
used for the sole purpose of verifying your vaccination status in relation to your access to and use of our gyms.
Will Jetts ever share my vaccination status with anyone?
Other than as specified in this Collection Statement we will not disclose your evidence or vaccination status information to any third party unless required or authorised to do so by law or a court or tribunal order. However, we may share your information with relevant regulatory bodies if they wish to check our compliance with the PHOs so they can do so.
We will take reasonable steps to secure this information from unauthorised access, use or disclosure and from loss.
I have questions
If you have any questions about this statement, please contact Jetts’ Privacy Office by emailing [email protected].
If you need assistance logging into the member portal and/or uploading your proof of vaccination, please contact our Jetts support team.
Jetts’ privacy officer can be contacted at:
Email: [email protected]
Telephone: 07 5458 5300 / Fax: 07 5458 5399
Post: PO Box 58, Bli Bli QLD 4560
1.1. The Leadership team are responsible for ensuring appropriate resources are allocated to
complete the procedures outlined in this policy
1.2. HOD’s, State Directors, Business Performance Managers and Regional Managers are
Ensuring that team members are following procedures to minimise potential hazards relating to infection control in the club as outlined in section 2 of this policy
Ensuring appropriate resources are allocated to complete procedures outlined in section 2 of this policy
Ensuring team members are trained in the procedures as outlined in section 2 of this policy
Ensure personal protective equipment (PPE) is available for following infection control procedures
1.3. Team Members are responsible for;
Following infection control procedures
Completing annual training in risk management with includes infection control procedures
2.1. A hazard identification and risk assessment shall be carried out across all areas of Jetts. The areas considered shall include, but not limited to;
General and infectious waste disposal
2.2. Each team member is to be responsible for maintenance of their own allocated PPE. Appropriate infection control procedures shall be developed to cover the following areas:
Blood and body substance precautions
Disposal of sharps
3.1. Club Managers shall receive training in infection control procedures during their safety induction
3.2. Team members and Personal Trainers shall receive training in infection control procedures during the Safety Induction and as part of the annual refresher training in risk management. Annual refresher training records shall be stored in the safety shared Club drive.
3.3. Training includes the following topics;
Blood and body substances precautions
Disposal of sharps/needlestick injuries
Working in areas with likelihood of sharp or needlestick injury
General and infectious waste disposal & infection control procedures relevant to their
Use of personal protective equipment
Obligation under the act – for a worker to use personal protective equipment if the equipment
is provided by the worker's employer and the worker is trained in its use
Basic standard Infection control precautions (hand washing, coughing etiquette etc)
What’s this all about?
Jetts Membership Age Policy lets you know;
That we value our younger Members!
How low do we go
What help is needed from Mum or Dad (or whoever’s in charge)
What’s OK and off limits at the Clubs
1. Our young Members count!
1.1. We believe exercise for all ages is very important and that’s what why we have memberships for younger members! We also believe that the exercise they do needs to be safe and staffed (with a Jetts Team members at the Club) for some of our youngest Members.
2. As low as 14 years old!
2.1. Our minimum age for younger members is 14 years of age. Under 14…sorry you’ll just need to wait.
3. Help please!
3.1. If your under 18 years of age, Mum or Dad (or a legal guardian) will need to read and sign (or co-sign) a few forms with you;
If you are 14-15 years of age these forms include; our Membership Agreement, a Parental Consent Form, a Fighting Fit Form, an Exercise Readiness Form and an Orientation Form
If you are 14-15 years of age you will also need to complete an initial pre-exercise assessment with an Exercise Readiness Form and a Club Orientation, both with Mum or Dad observing
If you are 16 - 17 years of age these forms include; our Membership Agreement, a Parental Consent Form and a Fighting Fit Form
4. What can and can’t you do
4.1. Our 14-15 year old Members have full access to all the facilities (unless there are any medical restrictions) during staffed hours (when a Jetts team member is at the Club). Your access card will give you access during staffed hours only and you would show your card to a Jetts Team Member when you arrive at the Club each session. You will need to leave the Club when staffed hours have ended.
4.2. Our 16 - 17 year old members can access any Jetts Club, any time, once an access pass has been purchased. Check out our website for Club locations and Staffed hours www.jetts.com.au/clubs
What’s this all about?
Jetts Membership Hold Policy let’s you know;
Who can put their membership on hold (and who can’t!)
How long can your membership be placed on hold
How you can place your membership on hold
When can’t you place your membership on hold
Membership holds are available for…
All Freedom (direct debit) and 12 month Advance (paid in advance) memberships can be placed on hold (as long as no fees are outstanding)
A paid in advance membership for less than 12 months does not have the option to be placed on hold
For how long?
You can place your membership on hold for a minimum of 7 days per hold period and a maximum of 8 weeks (56 days) for a 12 month period. You can place your membership on hold for any number of days (minimum of 7 and up to 56 days)
How do you do it?
To place your membership on hold, it’s as easy as completing a Membership Hold Form
If you just can’t get into a Club during staffed hours to complete a Membership Hold Form, a form can be emailed to the member. This form will need to be completed, scanned and emailed back. Otherwise an email stating the start and finish dates can be sent directly to the Club
Written notice must be provided by 5pm the day prior to the hold period requested
A membership is not to be back dated
Once we’ve received your Membership Hold Form, the Club Manager will action the hold within one business day of receiving the hold request
You will receive an email confirmation of your Membership Hold within 2 business days of receiving the Membership Hold Form, detailing the date that the hold will automatically be removed
If you have any outstanding fees, your membership is a paid in advance for less than 12 month or you can’t provide written notification either with a Membership Hold Form, email or letter or you have already placed your membership on hold for 8 weeks in the membership year
What’s this all about?
Jetts Membership Cancellation Policy let’s you know;
We understand, that one day you might need to leave us and if that happens we want to make it as easy as possible for you
How you can cancel your membership
How we can cancel your membership
How it works for a paid in advance membership
Sorry to see you go!
Thanks for being a member with us! We try out best to make exercise easy for our members, like being convenient and affordable, having 24/7 access, no lock-in contract and over 250 Clubs in Australia, New Zealand, the Netherlands, United Kingdom and Thailand. But if it’s really time to leave, like most things we try to do - let’s make it easy for you!
How to cancel your membership
The best way to cancel your membership is to pop into your home Club during staffed hours to complete a cancellation form, then it’s all done and dusted!
If you’re unable to come into a Club, then send us an email (or a letter). The Club Manager will send you an email confirmation within 2 business days of its receipt (so please contact us again if you haven’t heard from us as it probably means your letter has been lost in transit!).
If you let us know you want to cancel by 5pm the day before your next scheduled direct debit comes out, no more debits will be deducted (unless you have any outstanding fees). You’re cancelation will be processed within 24 hours
If you don’t follow the rules, we may be placed in a position where we have to cancel your membership. This might happen for example, if your fees haven’t been paid and we haven’t been able to get in contact with you to chat about it or you act in a way that is not in line with the rules or are harmful to another Jetts Member.
And if you’ve paid for your membership in advance (PIA)
If you have a membership where you paid the entire membership in advance, you may be able to cancel and receive a refund (with written notice being given) if;
You let us know within the cooling off period (10 days)
There is loss of life
You become permanently sick or physically incapacitated (a licensed physician must confirm this in writing)
What’s this all about?
Jetts Membership Transfer Policy let’s you know;
What we’d call a membership transfer
What paperwork needs to be done
1. So what is a membership transfer?
1.1. A membership transfer is when a current Advance (Paid-in-advance) or Freedom (direct debit) member, transfers their membership to another non-member. For an Advance membership, this would involve transferring the remainder of their membership time
2. Time for some paperwork! Here’s what’s needed…
2.1. The new member will need to complete;
Membership Agreement Form
A Fighting Fit Form
A full Club Orientation and a signed Orientation Form
And if your under 18 years of age, a Parental Consent Form and Exercise and Physical Activity Readiness Form
2.2. The member transferring their membership will complete a Membership Cancellation Form
What’s this all about?
Jetts Complaint Handling Policy let’s you know;
That we appreciate and welcome complaints (we prefer to call it feedback!). We’ll try our very best to resolve a complaint quickly and easily and use it to help to improve
We can keep a secret
How you can make a complaint
How we process, recorded and track a complaint
What to do it your still not happy
1.1. Hey, thanks for taking the time to read through our policy. You’re feedback might help us improve what we do for all our members!
2. Let’s chat!
2.1. Maybe we can resolve the issue straight away? Why not pop into your home club and chat with your Club Manager. After all, they are there to help you!
3. Confidentially speaking
3.1. Whenever possible, your details will only be known by those directly concerned with your issue. We want to make you feel as comfortable as possible in giving us feedback
4. How can you make a complaint at a club
4.1. It’s easy! Just send an email to you home club (have a look on our website, under ‘Find a Club’ if you’re not sure what the email address is www.jetts.com.au. It will be the location followed by jetts.com.au)
4.2. In the email, remember to confirm the following points, so we can make things right;
4.2.1. Your name, your home club, your email address and best contact number
4.2.2. What happened - the date, was anyone involved and a detailed description
4.2.3. Do you want/need this fixed? If yes, what would you suggest?
4.2.4. Do you want a reply? If yes, how (email, phone call, meeting?)
5. Here’s how we’ll look after your feedback
5.1. Once it’s received, we’ll record it on our form (Club Complaint Handling Form) and send you a confirmation email (unless requested otherwise) within one working day
5.2. Then we’ll access your situation and email you a response, hopefully containing details of how we can fix things, within three working days (if more time is needed to look into the matter, we’ll let you know!)
5.3. Hopefully that all works out fine… but if not, we will move up the chain of command and find someone else who can help you. We will do all we can to resolve your complaint and record all we’ve done to do so
5.4. Our club records will be closed once the issue has been resolved
6. If you're still not satisfied
6.1. If you feel your issue has not been resolved completely, you can also contact Jetts Head Office at [email protected]. Please provide the complaint details mentioned above in point 3.2.
6.2. Head Office will send you a confirmation email, access your situation and then hand it over to the best person to resolve it
6.3. The ‘best person’ will have a look at the situation and email you a response, within three working days (if more time is needed to look into the matter, we’ll let you know again!)
6.4. Our head office records will be closed once the issue has been resolved
6.5. If (in the very unlikely event!) we still can’t resolve your complaint, please feel free to contact your state governing body