Running fitness services in NSW

If you run a fitness business, read our tips on how to improve your customer service to and prevent problems.

Make the gym contract easy to read

Membership contracts can be hard to read, and consumers often do not read the details of the contract and do not know their rights and obligations. To help you should:

• make the contract clear and concise
• make sure the contract does not contain unfair contract terms
• use plain language and present the terms clearly.

An easy to understand contract will tell your customers what they need to know, and this will help avoid future misunderstandings.

Do not be misleading

Business should be open and honest with prospective customers. It’s a good idea to:

• get potential members to initial major parts of the contract to show they have read them or highlight them in bold in the contract
• make sure your advertising and promotional material is not misleading.

Separately list the fees

It’s helpful to give potential customers a separate sheet from the contract which lists all the fees. This will make sure your customers are fully informed, and it reduces the risk of confusion and arguments later.

Explain how to cancel membership

Show members how they can cancel or suspend their membership and what fees will apply. If members have a valid reason for cancelling, you should not make it a difficult process. A simple letter to the gym should be enough to arrange the cancellation. Some gyms expect a face-to-face interview, but this might not be appropriate.

Provide different membership options

It’s a good idea to offer a range of membership plans and payment options. Different deals suit different customers. Explain the different plans and leave it to the customer to choose which is right for them.

Offer a cooling-off period

Consider offering a cooling-off period or an obligation-free trial so customers can try out the gym before they sign up.

Less pressure, more time

Do not pressure consumers to sign up on the spot. Let them take the contract home and read it. Make sure you give them enough time to make an informed decision.

Deal quickly with complaints

Have clear complaint handling procedures so they can be dealt with quickly and fairly. If you cannot come to an agreement with the customer, advise them to contact:

• AUSactive if your business is a member, or
• NSW Fair Trading if you are not a member.

Register your business name

Visit Register a business name | Service NSW to register a business name if you conduct business under a name other than your own.