Customer Charter

The purpose of this charter

We aim to provide you, our customers with a very high level of customer service and a great experience every time you visit us.
This charter sets out our promises to you, so that you can know what to expect when you do visit us, and how to complain if we don’t meet these standards.
We also have expectations of how you will treat other customers and our staff, and these are also outlined in our charter.
Below we set out our commitment to you and provide links to our website where more detailed information is available.

Tennis World Values

Our management style and customer interaction will reflect Tennis Australia’s values of Excellence, Humility, Loyalty and Teamwork.

Communication

We are contactable during Tennis World’s Operating Hours

You can contact us:

  • In person or in writing at Tennis World, Melbourne Park, Olympic Boulevard, 3121
  • By telephone 9914 4133
  • By email: [email protected]
  • We will acknowledge customer emails within 2 working days
  • We will respond by telephone or in writing to customer enquiries within 2 working days: Where customers have indicated that they would like a response, feedback forms will be responded to within 2 working days
  • Written requests for credits and refunds will be processed within 1 week if approved
  • TW website is updated weekly
  • Current information and prices for products and services are available on our website and in our brochures at reception
  • The terms and conditions for our services will be written in clear language and displayed at our venues and on our website
Safety
  • A staff member with First Aid will always be on duty during operational hours
  • All staff undergo a police and working with children check when employed
  • Regular emergency evacuation practices will be held
Privacy
  • Customer’s privacy will be protected in accordance with the National Privacy Act Principles\
  • We do not give or sell your personal information to other organisations except where required by law
Access
  • We will provide a wide variety of programs and services which promote tennis and a healthier, active life-style
  • We will provide programs and services for people of all ages, abilities, and backgrounds
  • We programs and services will be safe and developmentally appropriate
Complaints and Suggestions

Complaints, suggestions and compliments are welcome and can be made:

  • In person or in writing at Tennis World, Melbourne Park, Olympic Boulevard, 3121
  • By telephone 99144133
  • By email: [email protected]
  • This information helps us to improve our services to you.
  • We aim to resolve most issues when they arise, however we aim to resolve all complaints within 10 working days.
Facilities
  • The centre will be in a clean and hygienic condition at all times
  • Facilities will be well maintained.
  • We aim to minimise down time of any part of the centre.
  • Necessary repairs and or maintenance will be organised quickly
  • If part of the centre is not functional, information will be available at reception as to when repairs will occur
Reception Desk Service
  • Service will be prompt, friendly and professional and we will actively look for ways to make your visit easier and more enjoyable
Tennis Programs and Services
  • Staff will provide individual and helpful service and program knowledge to each member
  • Current Program information and timetable will be available at www.tennisworld.net.au
  • A variety of programs will be available in the morning, lunchtimes, evening and on weekends and run according to our advertised schedules         • All programs will be delivered to the highest standard with experienced staff in place
  • All new enquiries will be engaged in a program within 1 week of enquiring
Tennis Coaching
  • Private Lessons will be available for people of all ages and abilities
  • Private Lessons can be arranged within maximum 2 business days if required
  • Group lessons to be available for people of all ages and abilities
  • Group Lessons can be booked at the start of term unless spaces permitting
Tennis Court Hire
  • To make sure courts are available for hire whenever possible during operational hours
  • Courts will be presented in optimum condition
Tennis Pro Shop
  • To provide a great range of the latest tennis equipment and products at fair prices
  • Staff will be trained to assist customers with any Pro Shop purchases
  • Offering a full restringing service with racquets returned in maximum 24hrs if required
Functions and Events
  • All functions and events held at Tennis World will be run to a high standard and comply with all food handling and safe serving of alcohol processes.
  • Tennis World/We will endeavour to create an event that is unique and meet the expectations of all organisers and guests.
Help us to help you

We are committed to staff and customer well-being and safety. We therefore ask our customers to:

  • Treat staff and other customers with courtesy and respect. We do not tolerate abusive or bullying behaviour
  • Let us know if there is a problem
  • Work with us to solve problems
  • Comply with staff directions, centre rules and policies
  • Be honest and accurate in your dealings with us
  • Read the terms and conditions of the services you are purchasing
  • Let us know if you do not understand any information we give you