The fine print / our policies
COVID-19 OPERATIONAL POLICY for RAINBOW BEACH LEARN TO SURF
This policy guides our response to Covid-19 threats and how we plan to keep our staff and our customers safe and healthy now and in the future.
This policy has been created based on resources from Workplace Health and Safety Queensland, Queensland Tourism and Accommodation Council – Covid Safe Plan, Fitness Australia Framework of Operations for Fitness Facilities under Covid-19 Restrictions.
As per the ‘Framework for Covid Safe Businesses’ tool from Queensland Government we are required to have in place the Covid -19 Workplace Health and Safety Plan as a mandatory operating requirement. This document was established and approved by business owners on 11th June 2020 for implementation and practice.
We have chosen to take information and advice from Queensland Tourism and Accommodation Council and Fitness Australia to ensure we are following best practice guidelines for our staff and customers and to significantly reduce the risk of Covid-19 infection and transmission.
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In preparation to resume Learn to Surf Lessons, Surf-Skate Lessons and Stand Up Paddle Boarding Tours we have checked government health advice and confirm we are allowed to operate sessions indoors and outdoors with a maximum of 20 people per lesson providing social distancing and hygiene measures are followed from 12pm 1st June 2020.
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We have checked equipment for cleanliness, good function, quantity to ensure no sharing of equipment during sessions between participants.
Staff are to complete an online Covid training module by 20th June 2020, and to comply with WH&SQ plan for the business adopted on 11th June 2020.
We see pre-screening of customers and clients and returning staff members as our first priority in reducing the risk of Covid-19 transmission. Followed by social distancing and hygiene measures.
PRE-SCREENING POLICY
We request that customers/clients who have:
(1) recently returned from overseas
(2) been in contact with a confirmed case of Covid-19
(3) or are unwell or displaying symptoms of Covid-19: cough, fever, sore throat, fatigue and shortness of breath, to not attend the session.
We advise that customers who are in the ‘at risk’ category that we are using risk mitigation strategies for health and safety.
We will require you to complete either a verbal or written questionnaire to confirm you are fit to participate in the session.
We advise that we have the right to refuse service or entry to facilities in the event of failure to comply with the conditions of our Covid Safe Plan.
A copy of this policy will be located on our website.
We will be maintaining a register of attendance to all sessions and customers/participants will be required to list their name, address and phone number. We are required to maintain these records for two months from date of attendance. Records will be securely stored in hard copy at our office location in a locked filing cabinet and also in our electronic storage system. Information stored will only be used in the case of contact tracing by Queensland Health. No other usage of this information is permitted by this business.
Posters will display this information and advice at the entry to business locations.
SOCIAL DISTANCING
Due to the nature of Covid-19 and how the virus spreads (through close contact with an infected person or touching a contaminated surface), the most effective way to slow transmission of the virus is through physical distancing and hygiene practices.
We ensure that 4 square metres of space is available for each participant and that participants and staff will maintain a minimum distance of 1.5m between each person.
Family groups or groups of people with the same residential address are considered as one person and are not required to socially distance between each other. But are required to practice social distancing from other participants and staff.
Please follow directions/signage of flow into the activity area and out of the area.
Please complete hand hygiene at entry to activity.
Paperwork and payment will be completed online wherever possible to minimise contact between staff and customers.
We will arrange session times with enough time in between clients to allow for cleaning to be completed and to minimize contact of participants in different sessions.
Posters will display this information and advice at the entry to business locations.
CLEANING & HYGIENE MEASURES
Hand washing or sanitizing facilities will be made available at entry and exit to our sessions. Customers and staff should perform hand hygiene on entry and exit to sessions.
Cleaning of frequently touched areas will be completed daily.
Hire equipment: surfboards, wetsuits, boogie boards, masks & snorkels will be cleaned as per manufacturers’ instructions and sterilized after each use.
Equipment provided in sessions is not to be shared between participants or staff. Equipment will be cleaned as per manufacturers’ instructions and sterilized after each use.
Bins and waste facilities provided and emptied daily to dispose of cleaning supplies and waste. Bins require a bin liner to improve sanitation and reduce potential exposure to virus.
Posters will display this information and advice at the entry to business locations.
STAFF HEALTH AND SAFETY
Staff and business partners are trained in new work processes listed in this policy and to complete an online training module for Covid-19.
All meetings moved to phone or online wherever possible.
Work from home options for administration activities implemented.
Regular cleaning of frequently touched areas and equipment.
Cleaning supplies and PPE supplied for cleaning duties by the business.
Schedule staff hours to avoid overlapping times, and minimize contact possibilities for infection.
Staff to stay home if unwell or displaying symptoms of Covid-19: cough, fever, sore throat, fatigue and shortness of breath.
Staff members who are unwell or symptomatic will be very actively discouraged from attending and advised to seek appropriate medical review.
Staff members are encouraged to download the COVIDSafe App onto their personal devices.
Lessons and Activities
Clients will obtain a refund or credit when :
· the client notifies Rainbow Beach Learn to Surf 24 hours prior to the time of the activity.
· the Instructor cancels the activity due to unsuitable or dangerous conditions.
· no refund will be offered if it rains
· no refund offered if the client cancels due to feeling unwell or any other reason and the activity is running as per schedule
. a full refund of lesson cost less $60 (adminstration fee) will be provided to customers who have booked for the incorrect location. Please check that you have booked for Rainbow Beach - not Rainbow Bay -Gold Coast.
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If water and weather conditions become unsafe during the activity, the instructor may modify the activity and undertake activities on the shore rather than in the water, or the activity may be rescheduled for another time.
If the client has paid for a block of lessons at a discounted price, the refund will be based on the lessons already delivered at the undiscounted lesson price less the total amount paid.
No refund is offered if the client refuses to comply with the Rainbow Beach Learn to Surf policy and the Instructor determines the client cannot participate in the activity.
If the client advises the Instructor of a medical condition prior to the start of the lesson, such that the Instructor decides, that it would be unsafe for the client to participate in the activity, a full refund will be offered.
If the Instructor becomes aware of a clients medical condition after the lesson has commenced, such that the Instructor determines it is unsafe for the client to continue in the activity, no refund will be offered.
Gift Vouchers
Must be used by use by date unless other arrangements have been made. No refund is offered once the gift voucher has expired, however the gift vouchers are transferable to other people.
Hire
The client will obtain a refund if they notify the Rainbow Beach Learn to Surf 24 hours prior to the time of the hire. No refund will be made once the client has paid for, and taken delivery of, the hire equipment.
Product Purchase
Up to 7 days from date of purchase the client can:
· obtain a 100% refund for products purchased should they be damaged or faulty.
· exchange for products that are unsuitable.
Activity Tours
Clients can obtain a refund or credit when :
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The client notifies Rainbow Beach Learn to Surf 5 days prior to the time of the tour. An administration fee of 20% may be charged.
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Rainbow Beach Learn to Surf cancels the tour.
Complaints Policy & Procedure
Complaint Policy
Rainbow Beach Learn to Surf is committed to effectively, efficiently, promptly and fairly handling all complaints about its services and products.
Any complaint will be treated seriously, investigated thoroughly and dealt with according to the merit of the complaint.
The circumstances and results of any appeal are analysed thoroughly by senior management for their implications and acted on appropriately so as to remove any grounds for appeal in the future by improving the relevant functions.
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Making Complaints
Clients may make a complaint by telephone or in writing to:
The Chief Executive Officer at Rainbow Beach Learn to Surf
Phone: 0432690194 Email: rblearntosurf@gmail.com
Postal Address: PO BOX 551, RAINBOW BEACH QLD 4581
Website: www.rainbowbeachlearntosurf.com
Recording and Resolution of the Complaint
· Rainbow Beach Learn to Surf is notified of the complaint.
· All complaints are recorded on the Client Complaint form
· Rainbow Beach Learn to Surf investigates the complaint.
· Clients are notified in writing of the outcome of the complaint within 60 days from the time of receiving the complaint.
· All complaint information is filed on the Complaints File
Dissatisfied Outcome
· Should the client not be satisfied, then the client can seek arbitration by a third party acceptable to all parties to the grievance.
· If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request the Rainbow Beach Learn to Surf to seek the services of a third party.
· Arbitration will be undertaken when both Rainbow Beach Learn to Surf and the client agree on a third party.
· If the complaint/grievance is still unresolved, the client will be advised of external organisations of appeal.