Our promise
If an appointment isn't right, tell us
We want you to feel confident booking here. If you're unhappy with the standard of service you received at an appointment, tell reception within seven days.
That appointment is refunded in full. You won't need to complete a form, put your complaint in writing, or wait on a decision.
The guarantee covers the standard of service, not the outcome of treatment. Nobody can guarantee how a body will respond, and a clinic offering to is telling you something it cannot know. It also doesn't cover any products, supplements or testing recommended as part of your plan.
The guarantee applies across the clinic, chiropractic, physiotherapy, podiatry, colonic irrigation, massage, naturopathy and acupuncture.
What we guarantee
The guarantee is about the standard of your care, not the outcome of your treatment. It covers things your practitioner can control:
- Professional, courteous and ethical care
- A clear explanation of what they find and recommend
- An individual approach rather than a one-size-fits-all protocol
- A welcoming and respectful experience
What we cannot guarantee is a particular clinical result. Every person, condition and recovery is different. A good practitioner can give you their best assessment and treatment, but cannot promise that your symptoms will improve after one visit.
The simple terms
- Tell us within seven days
- This gives you time to reflect on the appointment while keeping the details fresh.
- Any appointment, not just your first
- It applies to the standard of service at any appointment here, with any practitioner, across every discipline in the building.
- You don't have to make a case
- Inside the seven days the refund is not a decision anyone has to reach. Tell reception and the fee for that appointment is refunded. Nothing has to go in writing.
- A refund closes that treatment relationship
- If your appointment is refunded, you are welcome to see another practitioner at Brunswick Health, but the same guarantee does not apply again.
How to tell us
Simply call reception on (03) 9380 8099 and tell us what wasn't right. Reception will pass it on to your practitioner and follow it up for you.
You don't need to make a formal complaint or explain yourself at length. We'd rather hear when something hasn't been right than have you quietly leave disappointed.
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