At Pace, we are committed to providing the best possible experience for our members. We understand that sometimes concerns may arise, and we value your feedback. If you have a complaint or issue you'd like to address, please follow our complaints process outlined below. Your feedback is important to us, and we will do our best to resolve your concerns promptly and effectively.

Step 1: Informal Resolution We encourage members to first attempt to resolve their concerns informally. This can often be thequickest and simplest way to address issues. Here's what you can do:

1. Speak with a Staff Member: Approach any staff member at the gym, such as a front desk representative, trainer, or manager, and explain your concern.

2. Use the Suggestion Box: Drop a written note detailing your complaint or suggestion in our gym's suggestion box, located at Pace reception.

3. Contact the Gym Manager: If your concern is not resolved to your satisfaction through the above methods, request to speak with the gym manager. They will be happy to assist you further.

Step 2: Formal Complaint If your concern remains unresolved after attempting an informal resolution, you may proceed with a formal complaint. Follow these steps:

1. Write a Formal Complaint: Compose a written complaint detailing your concern, including the date, time, location, and any staff members involved or to whom you provided informal notice (per Step 1). Be as specific as possible.

2. Submit Your Complaint:

   1. hand in your written complaint at the gym's front desk.

   2. email your complaint to pace@sleemansports.com.au.

3. Await Acknowledgment: We will acknowledge your complaint within 10 business days, confirming that it has been received and is under review.

Step 3: Resolution Our goal is to address and resolve your complaint promptly and fairly. Here's what you can expect during this process:

1. Investigation: Management will thoroughly investigate your complaint, including speaking with staff members involved and reviewing any relevant records.

2. Resolution Proposal: You will receive a written proposal outlining the resolution within 10 business days after the acknowledgment. This proposal may include actions taken, any necessary changes.

3. Review and Feedback: You have the opportunity to review the resolution proposal and provide feedback within 20 business days. We value your input and will consider any additional information you provide.

Step 4: Escalation If you are not satisfied with the resolution proposed in Step 3, you have the option to escalate your complaint:

1. Contact Stadiums Queensland: Request to speak with Stadiums Queensland to discuss your concerns further, on (07) 3131 9620

2. External Mediation: If the issue remains unresolved, you may seek external mediation or legal assistance if necessary.

We are committed to addressing your concerns and continuously improving our services at Pace.  Your feedback helps us ensure that our gym remains a welcoming and enjoyable place for all members.

Please note that all complaints will be handled confidentially and in accordance with applicable privacy laws. We appreciate your cooperation in following this complaints process to help us serve you better.

If you have any questions or need assistance with the complaints process, please don't hesitate to contact us at pace@sleemansports.com.au. Thank you for being a valued member of Pace.

We will make every reasonable effort to resolve complaints about the fitness service under this membership agreement quickly and fairly.