​Mother Wellness Course CANCELLATION POLICY:
Cancellation notice must be given:
- if more than 3 days before course starts 95% refund.
- if 3 days before course starts 75% refund.
- if less than 3 days or on the day of course, before it starts then 50% refund.
Non-attendance or “no-show” will incur no refund. 
 
100% Refund or credit (for rescheduled course) will be given if organizer cancels for unforeseen circumstances.

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Mother Wellness and Marina Locke shall ensure all complaints and
appeals are dealt with in accordance with the principles of natural justice and procedural fairness.
 
All complaints and appeals shall be subject to notification within Mother Wellness management meeting and require the implementation of Mother Wellness complaints and appeals process.
 
Scope of Complaints and Appeals Policy
Mother Wellness will manage and respond to allegations involving the conduct of:
Mother Wellness approved training providers, members or staff;
 
Complaints and Appeals Procedures
Members may choose to submit a complaint to Mother Wellness staff via the Informal Process or Formal Process.
(Please note Mother Wellness staff’ will be considered to include third parties or partnering organisation staff)
 
Informal process
• Parties may submit a complaint (verbally or in writing) directly to staff of Mother Wellness with the purpose to resolve a complaint through discussion and through mutual agreement. All complaints received will be acknowledged in writing by Mother Wellness.
• Mother Wellness staff are required to explain to the member the Informal, Formal and complaints and appeals processes available to them.
• All informal complaints when finalised shall be reported to the Management of Mother Wellness by Mother Wellness staff for further review and consideration for potential continuous improvement actions, regardless of whether the complaint was resolved or not.
• All informal complaints that are not resolved with parties by mutual agreement with Mother Wellness staff will require the completion of the formal complaints process.
 
Formal Process
• When a party wishes to submit a formal complaint or is dissatisfied with the attempt to resolve a complaint informally (directly with staff) the party may submit a formal complaint to Mother Wellness management utilising the ‘Complaint Form’.• Mother Wellness Management will respond in writing to all formal member complaints within 5 days of receipt of a ‘Grievance Form’.
• When a grievance is recognised as requiring more than 60 calendar days to resolve the
management of Mother Wellness must inform the complainant in writing, including reasons why more than 60 calendar days are required; and regularly update the complainant on the progress
of the matter.
• Mother Wellness management shall respond to formal grievances from parties in writing proposing a resolution to the grievance.
• Mother Wellness management responses to the complainant shall include information and procedures
concerning the complainant’s right to appeal the proposed solution and request an
independent adjudicator.
• All formal complaints when finalised shall be reported to the Management of Mother Wellness by Mother Wellness staff for further review and consideration for potential continuous improvement actions,
regardless of whether the complaint was resolved or not.
 
Appeals Process
In the event of a member advising they are dissatisfied with the proposed solution for a formal complaint to Mother Wellness management, the Manager shall provide an additional opportunity to provide a solution, including the provision to engage with an external mediator if a complaint cannot be resolved internally. 
Mediation is collaborative, and all parties are expected to participate in good faith to reach a mutually acceptable resolution.
 
Complaints and appeals records
 Mother Wellness  management shall maintain records of all complaints and appeals and their outcomes and reference complaints and appeals in Mother Wellness Management meeting minutes identifying potential
causes of complaints and appeals and takes appropriate corrective actions to eliminate or mitigate the likelihood of reoccurrence. Records of all Informal, Formal complaints and appeals will be recorded in Mother Wellness. Review meeting
minutes, and all written student complaints records will be retrievable through the Student Complaints PCFs.
 
editted Feb 2026