Our Approach
At Brightmuscleon, we want every client to feel heard and fairly treated. If something has not gone right with our coaching service, please tell us — we will do our best to sort it out promptly and fairly.
How to Lodge a Complaint
- Contact us by email at welcome@brightmuscleon.world, phone +64 9 925 9200, or post to 219 Don McKinnon Drive, Albany, Auckland 0632.
- Describe your concern clearly, including dates, session details, and what outcome you are seeking.
- We will acknowledge your complaint within two business days.
- A senior team member will investigate and respond within ten business days with our findings and proposed resolution.
- If you are not satisfied with our response, you may request escalation to our Lead Routine Manager for a final internal review.
What We May Offer
Depending on the nature of your complaint, resolutions may include:
- A sincere apology and explanation
- A complimentary follow-up session
- A partial or full refund in accordance with our Return Policy
- Changes to our processes to prevent similar issues
Your Rights Under New Zealand Law
As a consumer in New Zealand, you have rights under the Consumer Guarantees Act 1993 (CGA). Services must be carried out with reasonable care and skill, be fit for purpose, and be completed within a reasonable time. The Fair Trading Act 1986 prohibits misleading or deceptive conduct.
Nothing in this procedure limits your statutory rights under the CGA or other applicable New Zealand legislation.
External Options
If we cannot resolve your complaint to your satisfaction, you may:
- Contact the Consumer Protection website for guidance
- Seek free advice from Citizens Advice Bureau
- Apply to the Disputes Tribunal for claims up to $30,000 (or $60,000 if both parties agree)
- Contact the Office of the Privacy Commissioner if your concern relates to personal information handling under the Privacy Act 2020
Privacy Complaints
For concerns about how we collect, use, or store your personal information, see our Privacy Policy. You may also complain directly to the Office of the Privacy Commissioner at privacy.org.nz.
Contact
Brightmuscleon, 219 Don McKinnon Drive, Albany, Auckland 0632, New Zealand.
Email: welcome@brightmuscleon.world | Phone: +64 9 925 9200