Members

• To ensure the debit goes through successfully please ensure your direct debit information is kept updated and that there are sufficient funds in the nominated account between Wednesday 2pm before the direct debit until at least Friday after the debit has run.
• DD's run on Thursdays, however depending on the bank it can take as long as Tuesday after the debit for the funds to be released.
• If you are able to provide proof that there were sufficient funds in your nominated account for the period Wednesday - Friday, please send this through to info@cockburnarc.com.au and this will be investigated for you.

• We incur bank fees when a payment rejects
• To cover the cost of admin time following up rejected payments
• Is a part of your T&C’s
• Application to have additional fee’s waived
  In the event a member has incurred an administration that they wish to contest, they can do so by providing the following
  1. Proof of funds in the account on the day the membership fee was due Acceptable provided the date the payment was due and account balance is visible Acceptable in the form of a bank statement
  2. Proof of fraud from their financial institution Acceptable in the form of Letter, Email or SMS
  3. Proof of error from their financial institution Acceptable in the form of Letter, Email or SMS
  4. A police report confirming the members wallet/card was stolen Acceptable in the from of an official police report
• Unacceptable forms of proof
• The following will not be accepted as forms of proof to have an administration fee waived
  1. A letter from their financial institution advising of their new Credit/Debit card issued
  2. The bank account is set to not allow direct debits/permission revoked
  3. The member did not transfer money into the nominated account on time
  4. Expired Card

• Login to member portal using email address on file (password can be reset)

• Select account > payments (phone view may be different, look for 3 lines/dots)

• Select payments to process > select pay

• In PG - Select > clients, search name > click on member user number

• Select > data, click the 3 dots on the left > select member password

• Enter new password > arc123 > save, inform member to change password once they have logged in.

• Login to member portal. 

• Select > account > payment settings

• Add new payment method > fill in new details > delete old payment method

• If you have provided a medical certificate for your suspension period you will be required to provide a medical clearance stating that you are now able to exercise.
• The early return can then be processed by reception staff straight away.
• If no medical certificate was provided an early return can be processed as per normal.

• Direct members to login to the member portal.

• Select account > contract details/suspension > click into contract

• Select suspend membership 

• Pop up window will appear > select suspension $0.00 > next​

• Fill in details > confirm

• ​​Check PG to confirm suspension has been applied.

• Lifestyle memberships have a minimum active period of 6 months
• To have a discounted rate, they have agreed to be locked in for 6 months.
• We understand personal circumstances change, therefore we have offered our members the chance to terminate their membership early.
• Industry standard is to pay out the rest of the remaining contract, so exit fee is a great alternative.

• Industry standard
• Gives us time to process cancellations
• All contracts state we must have at least 28 days’ notice for cancellation.

• Members are able to extend their suspension period over the 84 day yearly limit by providing a valid medical certificate.
• Medical Certificate must state they are unable to attend.
• A specific a start and an end date or specific start date and a specific number of weeks or months that they are unable to exercise must be stated on the medical certificate.

• We can backdate a suspension 1 month from date of lodgement unless a suspension for the period stated on the medical certificate had already been imposed.
• A specific start and end date or specific start date and a specific number of weeks or months that they are unable to exercise must be stated on the medical certificate.

• If a member is able to supply a valid medical certificate specifically stating that they are unable to exercise for a period of 3 months or more, we are able to waive the 28 day notice period and early exit fee.
• A cancellation request form must still be completed.

• If it's the first offence.
• If we have previously waived a rejection fee we cannot waive a second unless approved by Customer Service Team Leader/Coordinator.

• Staff error, e.g. staff input incorrect debit details.
• Proof provided of sufficient funds in their nominated bank account for the days leading up to and after the DD.
• Proof provided card was cancelled due to fraud.

Before advising anything please check the members marketing notes to see if/what they have already been advised.

1. Advise the member that we are allowing them entry today however they will be required to pay the outstanding amount online, over the phone or next time they visit the centre in order to continuing using the facility.
2. Ask if they need to update their direct debit details.
3. Advise that the direct debits will continue to process regardless if they take no action.
4. Ask if they know/would like to suspend or cancel their membership.
5. Details of interaction must be put in notes.

• Members can complete a cancellation form however suspensions will be removed and the 28 days notice period will begin.
• The membership will be active for 28 days, direct debits will continue until the cancellation date.
• The member can continue to use the centre for the remaining 28 days.

• They are able to reply to their email confirmation and advise they would like to revoke cancelation.

• Revoking will need to occur straight away- contact membership services.  

• They can email info@email address stating they wish to revoke cancellation
• Email membership sercives with patron details.
• Leave notes in PG. 

• We do not require proof that the member is deceased nor do we require a cancellation form to be completed.
• Get the name and email contact information of the person who has informed you of the death and inform them that that they will receive an email confirming the membership has been cancelled shortly.
• Send the information to the Member Services Team Leader to action.
• Leave notes in the members PG account.

• Our members have the ease of adjusting their membership at anytime.
• Members changing from an aqautic to full access membership who have not previously been full access members are required to book a 30 minute app with an MC, the COM form will be completed during the app.
• They will need to complete a "Change of Membership" form via the IPADs at reception.
• Once the form is lodged it will change over from the next direct debit.
• Upgrade fees maybe applicable - Aquatic to all access, added to the next DD
• If multiple changes are submitted - only one upgrade fee is changed within a 12 month period

• Adding a concession card to reduce their fortnightly fees- if a valid concession card is present.
• Changing from an aquatic membership to an all inclusive (adding the gym/gf classes)
• Changing from a flexi to a lifestyle - flexi is month to month, lifestyle is a 6 month minimum term at a cheaper rate per fortnight. 

1. Patrons asks new price details - Once MS process the change, MS contact the patron and run through new membership details.
2. Changing to full access - Patrons can access the gym once online form is submitted, leave notes in PG advising COM form has been submitted with details eg, COM submitted Flexi Aquatic to Flexi Active.
3. Why can't we give out prices - We are not Membership consultants, we may give out incorrect information or skip valuable details.

• Assist the member in completing the IPAD form
• Ask member if they wish to pay the upgrade fee today or add on to next direct debit (leave notes on PG if you have charged the member)
• Advise the member if it’s an upgrade -  a pro rata difference will be added to the direct debit once change is completed
• Take a photo of any concessions (if applicable)
• If the member is adding gym access they will need to watch the 24/7 video on the website and complete the waiver
• Leave notes on PG 

• Will reduce the members payment and they will now be on a 6 month minimum term contract.

• Valid concession card present.
• Take a photo of the concession, attach to the IPAD form and advise member next DD will have the concession rate applied.

• Fitness passport card present.
• Take a photo attach to the form on the IPAD.

• Medical certificates will need to state a start and end date so we can process it appropriately.
• We are unable to accept the cert saying until further notice.
• Medical certificates supplied after the fact, are only able to be backdated 1 month from the date we receive them.

• Ensure the information is correct. Dates are appropriate.
• Have the member complete a manual suspension form and staple them together.
• Hand to a supervisor if they are free/place in the to be processed draw if they are not.

• A supervisor will need to apply the backdated suspension so it does not get taken from the 84 day allowance.
• Leave notes of interaction.

• Members providing a medical certificate stating they are unable to use the facility for 3 months or more may cancel effective immediately (28 days notice waived)