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Complaints Form Response

Confidential (O ffice Use Only)

Date Complaint Received 12/6/06

Name of Investigator Tom Paul Cairns Centre Manager

Name of Respondent Tom Paul Cairns Centre Manager

Complaint Justified Yes No

Results of Investigation

Staff were arriving immediately on their starting time and the opening was delayed. Have negotiated with staff to arrive 15 minutes before opening to ensure prompt opening. I rang Mr Roberts and apologised for our late opening and any inconvenience and thanked him for making us aware of this circumstance. I have offered to conduct a personal assessment at no cost to demonstrate our sincerity.

Actions Taken

Negotiated with staff and clarified Bounce Fitness expectations.

Conducted personal assessment for Mr Roberts.

Am monitoring opening times by randomly arriving at 5.45 am to see that it is accomplished.

Date Complaint Resolved 13/6/2006

Follow up call made within seven days Yes No

Customer Reaction Satisfied Dissatisfied