Version 1.0 | August 2026
1. Our Commitment
We welcome genuine complaints and feedback.
We aim to handle complaints:
- fairly;
- respectfully;
- objectively;
- confidentially where reasonably possible; and
- without unnecessary delay.
2. Who Can Complain?
Complaints may be made by:
- current students;
- prospective students;
- former students;
- customers;
- instructors;
- participants; or
- another person directly affected by our services.
3. What Can Be Complained About?
Complaints may concern:
- courses;
- workshops;
- instructors;
- administration;
- payments;
- refunds;
- online courses;
- conduct;
- privacy;
- intellectual property; or
- customer service.
4. How to Complain
Email:
info@kinesiology-shifthappens.co.za
Subject:
COMPLAINT – [Your Name]
Telephone:
083 380 4015
5. What to Include
Where possible, provide:
- name;
- contact details;
- course/workshop;
- date;
- description of the issue;
- relevant correspondence;
- supporting documents; and
- desired resolution.
6. Acknowledgement
We aim to acknowledge written complaints within 5 business days.
7. Investigation
We may:
- review records;
- speak with people involved;
- request further information;
- review policies;
- consider applicable law; and
- assess the appropriate resolution.
8. Opportunity to Respond
Where a complaint concerns another person, that person will, where reasonably appropriate, be given an opportunity to respond.
9. Confidentiality
Complaints will be handled sensitively.
Information may be disclosed where reasonably necessary to investigate, protect safety, obtain advice or comply with law.
10. Impartiality
Where reasonably practicable, the person handling a complaint will not be directly involved in the matter being complained about.
11. Complaints Involving Jennifer
Where a complaint concerns Jennifer directly, the matter may be referred to Bianka Schulz Wasserman, Andrew Francis Winer or another appropriate person for review.
12. Complaints About Students
Student conduct complaints may also be dealt with under the Student Code of Conduct.
13. Payment and Refund Complaints
Payment and refund complaints will be considered with the relevant workshop terms and Refund & Cancellation Policy.
14. Privacy Complaints
Privacy complaints will be handled under the Privacy Policy and POPIA.
The Information Officer is:
Jennifer Halkett
15. Outcome
A complaint may be:
- upheld;
- partially upheld; or
- not upheld.
Depending on circumstances, remedies may include:
- correction;
- explanation;
- replacement;
- refund where appropriate;
- rescheduling;
- apology; or
- another reasonable remedy.
16. Internal Review
If you disagree with an outcome, you may request an internal review in writing.
Where reasonably practicable, the review will be considered by someone who was not primarily responsible for the original decision.
17. External Remedies
Nothing in this procedure prevents a consumer from exercising any right available under South African law.
The Consumer Protection Act provides mechanisms relating to consumer complaints and dispute resolution. (Government of South Africa)
18. Privacy Regulator
Privacy complaints may also be directed to the Information Regulator of South Africa, where applicable.
19. Professional Association
Where an instructor or practitioner is subject to a professional association’s separate disciplinary framework, the complainant may also have rights under that framework.