COMPLAINTS POLICY
The Enchantress
The Enchantress is committed to providing high-quality training, education, courses, workshops, retreats, and student support. We value respectful communication and aim to resolve concerns in a fair, professional, and timely manner.
The Enchantress aims to promote and maintain an open and supportive learning environment where students can optimise their personal, academic, spiritual, and professional development.
This Complaints Policy applies to all courses, trainings, retreats, workshops, online programs, certification programs, and services offered by The Enchantress, including but not limited to the Energy Healer Practitioner Training and The Oracle’s Journey.
By enrolling in a course, attending a training, accessing course materials, or participating in a program with The Enchantress, students agree to follow this Complaints Policy if they have a concern or complaint.
WHAT IS A COMPLAINT?
A complaint is an expression of dissatisfaction about a course, training, service, process, communication, student experience, payment matter, course delivery, or other issue relating to The Enchantress.
Complaints may relate to matters such as:
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course delivery
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student support
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communication
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administration
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payments or enrolment
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course materials
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certification requirements
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student conduct
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retreat or in-person components
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technical access issues
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any other concern relating to a course or service
OUR COMMITMENT
The Enchantress will treat complaints seriously, respectfully, and confidentially where appropriate.
We aim to:
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listen to the concern
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respond in a respectful and professional way
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review the issue fairly
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seek further information if needed
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provide a clear response
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offer a reasonable solution where appropriate
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use feedback to improve our courses and student experience
Students are also expected to communicate respectfully and honestly throughout the complaints process.
HOW TO MAKE A COMPLAINT
Students are encouraged to raise concerns as soon as possible so the issue can be reviewed and addressed promptly.
All formal complaints must be made in writing by email.
Please contact:
The Enchantress
Email: info@theenchantress.com
Phone: 0401 265 668
Please include:
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your full name
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the course or program you are enrolled in
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a clear description of the concern
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any relevant dates, emails, screenshots, or supporting information
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the outcome or resolution you are seeking
Complaints made verbally may be discussed informally, but a written email may be required before the complaint can be formally reviewed.
TIMEFRAME FOR RESPONSE
The Enchantress aims to acknowledge written complaints within 5 business days.
We aim to provide a written response or proposed resolution within 10 business days after receiving the complaint.
If more time is required to investigate or respond properly, we will advise the student and provide an estimated timeframe.
URGENT OR SERIOUS MATTERS
If a complaint involves safety, harassment, discrimination, bullying, misconduct, serious distress, or risk of harm, it will be prioritised and reviewed as soon as possible.
The Enchantress reserves the right to take immediate action where needed to protect students, staff, facilitators, guests, or the integrity of the learning environment.
This may include pausing participation, removing a student from a group or event, setting communication boundaries, or taking other reasonable steps while the matter is reviewed.
CONFIDENTIALITY
Complaints will be handled confidentially where possible.
Information may only be shared with relevant people if needed to properly review, investigate, or resolve the complaint.
Confidentiality may not apply where there is a risk of harm, a legal obligation to disclose information, a safety concern, or where disclosure is required to properly address the complaint.
FAIR REVIEW PROCESS
The Enchantress will review complaints fairly and without victimisation.
Both the student and The Enchantress may be asked to provide relevant information.
The outcome of a complaint may include, where appropriate:
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an explanation
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an apology
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a correction of information
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additional support
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clarification of course requirements
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a technical or administrative fix
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a referral to the relevant policy
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a reasonable adjustment where possible
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another appropriate resolution
Not all complaints will result in the outcome requested by the student, but The Enchantress will aim to provide a fair and reasonable response.
STUDENT RESPONSIBILITIES
Students are expected to:
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raise concerns promptly
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communicate respectfully
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provide accurate information
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allow reasonable time for review
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engage in the process honestly
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avoid abusive, threatening, defamatory, or aggressive communication
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continue to follow course policies, payment agreements, and student conduct expectations while the complaint is being reviewed
Abusive, threatening, discriminatory, harassing, or aggressive behaviour will not be tolerated.
COMPLAINTS ABOUT ANOTHER STUDENT
If a complaint relates to another student, The Enchantress will review the matter carefully and confidentially where possible.
Students must not attempt to publicly shame, intimidate, harass, or retaliate against another student.
The Enchantress may take reasonable action to protect the learning environment, including setting boundaries, holding private conversations, removing posts or comments, restricting access to student spaces, or removing a student from a course or group if necessary.
COMPLAINTS ABOUT CERTIFICATION OUTCOMES
If a student disagrees with a certification decision, assessment outcome, attendance requirement, retreat requirement, or course completion decision, they may submit a written complaint or review request.
The student must clearly explain why they believe the decision should be reviewed and provide any relevant supporting information.
The Enchantress will review the request and provide a written response.
Certification is not automatic. Students must meet all course, attendance, payment, assessment, practical, retreat, and conduct requirements where applicable.
COMPLAINTS ABOUT PAYMENTS OR REFUNDS
Payment and refund complaints will be reviewed in accordance with the relevant Refund Policy, course-specific refund terms, payment agreement, and Australian Consumer Law.
The Enchantress complies with Australian Consumer Law. Students are encouraged to contact the business first if they have a problem with a product or service, which aligns with ACCC guidance.
Students are not entitled to a refund simply because they change their mind, but consumer guarantees may apply where a product or service does not meet basic rights under Australian Consumer Law.
ESCALATION
If a student is not satisfied with the response to their complaint, they may request a further review in writing.
The request must explain why the student believes the matter has not been resolved and include any additional information they want considered.
The Enchantress will review the matter again and provide a final written response.
If the matter remains unresolved, students may choose to seek independent advice or contact the relevant consumer protection body in their state or territory. State and territory consumer protection agencies manage individual consumer complaints, while the ACCC generally deals with broader consumer law issues.
RECORD KEEPING
The Enchantress may keep records of complaints, correspondence, supporting information, decisions, and outcomes for administration, compliance, risk management, and quality improvement purposes.
Personal information will be handled in accordance with The Enchantress’ privacy practices and applicable laws.
NO VICTIMISATION
Students will not be treated unfairly for raising a genuine complaint.
However, complaints must be made honestly, respectfully, and in good faith.
False, malicious, abusive, or vexatious complaints may result in action under the relevant student conduct terms and conditions.
POLICY REVIEW
The Enchantress may update this Complaints Policy from time to time to reflect changes in business operations, legal requirements, accreditation requirements, or student support processes.
CONTACT DETAILS
For complaints or concerns, please contact:
The Enchantress
Email: info@theenchantress.com
Phone: 0401 265 668
AGREEMENT
By enrolling in a course, attending a training, accessing course materials, joining a student group, participating in a retreat, or using services provided by The Enchantress, you confirm that you have read, understood, and agreed to this Complaints Policy.