AMA Victoria
Professional Development and Careers Service
1. Registration
1.1 Clients can register for one-to-one coaching consults (also referred to as ‘sessions’) or one-to-one coaching programs (collectively ‘Individual Coaching’ and defined below) or for group consults (also referred to as ‘sessions’) or group programs (collectively ‘Group Program’ and defined below) offered by the AMA Victoria Professional Development and Careers Service (the Service) by using the online booking and payment system located at https://amavic.com.au/whats-on#development.
1.2 The booking system will automatically identify to clients’ available days, times and Coaches to facilitate registration for an ‘Individual Coaching’ or ‘Group Program’ service.
2. Payment
2.1 Fees for Individual Coaching or a Group Program are to be paid in full at the time of registration.
2.2 Fees are to be paid via credit card.
2.3 An application will not be considered finalised until credit card payment is successfully processed by AMA Victoria.
3. Processing credit card payments
3.1 Credit card payments will be processed immediately via a secure online payment gateway.
4. Cancellation by the Client
4.1 Clients can cancel:
4.1.1 A Group Program by notifying AMA Victoria of their intention to cancel at least 10 Business Days before the commencement of the Group Program in accordance with clause 4.2 of the AMA Victoria Professional Development and Careers Terms and Conditions (the ‘Terms and Conditions’),
4.1.2 Individual Coaching by notifying AMA Victoria of their intention to cancel at least 5 Business Days before the commencement of the Individual Coaching program or 5 Business Days before any remaining session in accordance with clause 4.2 of the Terms and Conditions.
4.2 Notification must occur in writing via email to [email protected].
4.3 Refunds will be managed in accordance with clause 9 and clause 10 of the Terms and Conditions.
5. Re-scheduling by the Client
5.1 Clients can re-schedule Individual Coaching, either an individual session or session comprising part of an Individual Coaching program, by contacting AMA Victoria via phone or email at least 2 Business Days before the session.
5.2 Clients are not permitted to re-schedule Individual Coaching via the online booking system.
5.3 Clients cannot reschedule a Group Program or any part of a Group Program.
6. Client does not attend the scheduled Group Program or Individual Coaching without rescheduling or cancelling
6.1 If the Client, does not attend all or part of the scheduled Group Program or Individual Coaching and has not notified AMA Victoria in accordance with clauses 4 or 5, no refund will be provided for the Individual Coaching or Group Program.
7. Cancellation by AMA Victoria
7.1 AMA Victoria, reserves the right to cancel all or part of a Group Program or Individual Coaching service for reasons including but not limited to:
7.1.1. unavailability of Coach; or
7.1.2. other events beyond its reasonable control; or
7.1.3 with respect to a Group Program, insufficient enrolments.
7.2 In case of cancellation, AMA Victoria will endeavour to notify the Client no less than 2 hours before the Individual Coaching or Group Program, except in the case of an emergency.
7.3 In accordance with clause 9.2 of the Terms and Conditions, a full refund will be granted in the case where the entirety of the Individual Coaching or Group Program is cancelled by AMA Victoria, or a refund for the part of a Group Program or Individual Coaching not yet delivered.
8. Consultation postponed or re-scheduled by AMA Victoria
8.1 AMA Victoria may postpone or re-schedule all or part of a Group Program or Individual Coaching due to Coach unavailability or for other reasons.
8.2 If a Group Program or Individual Coaching is postponed or re-scheduled, AMA Victoria will notify the Client at least 48 hours prior to the delivery of the Group Program or Individual Coaching, except in the case of emergency.
8.3 If all or part of the Group Program or Individual Coaching is postponed or re-scheduled by AMA Victoria, AMA Victoria will provide the Client with the following options:
8.3.1. Participation at the re-scheduled day and time; or
8.3.2. Refund of the proportion of the Group Program or Individual Coaching not yet provided, being an individual session or the components of a Group Program or Individual Coaching not yet delivered.
9. Refunds
9.1 Refund:
9.1.1 of the proportion of the Individual Coaching not yet provided will be granted to a Client who informs AMA Victoria of their intention to cancel at least 5 Business Days prior to the delivery of the Individual Coaching or proportion of Individual Coaching not yet delivered;
9.1.2 of a Group Program not yet commenced will be granted to a Client who informs AMA Victoria of their intention to cancel at least 10 Business Days prior to the commencement of the Group Program.
9.2 A refund of the proportion of the Group Program or Individual Coaching not yet delivered will be granted to a Client in the case of cancellation by AMA Victoria (clause 7 of the Terms and Conditions).
9.3 In the case that a Group Program or Individual Coaching is postponed or re-scheduled by AMA Victoria in accordance with clause 8.3 and the Client elects to cancel rather than re-schedule, a refund of the proportion of the Group Program or Individual Coaching not yet delivered will be granted to the Client.
9.4 A refund will not be granted to a Client cancelling:
9.4.1 Individual Coaching less than 5 Business Days prior to the commencement of the Individual Coaching or session of Individual Coaching not yet delivered, except as set out in clause 10 of the Terms and Conditions;
9.4.2 a Group Program less than 10 Business Days prior to the commencement of the Group Program, except as set out in clause 10 of the Terms and Conditions.
9.5 Refunds will be processed by refunding the credit card used for initial payment within 10 Business Days of the refund request being approved by AMA Victoria.
10. Refunds under special consideration
10.1 Notwithstanding clause 9.4, a Client who cancels Individual Coaching or a session of Individual Coaching less than 5 Business Days prior to delivery of Individual Coaching or less than 10 Business Days prior to the delivery of a Group Program, and would like to seek refund, can apply for special consideration providing a detailed reason for cancellation.
10.2 Application for special consideration is to be provided in writing to AMA Victoria at least 2 Business Days prior to the scheduled delivery of the Group Program or at least 1 Business Day prior to the scheduled delivery of Individual Coaching.
10.3 Clients must apply for special Consideration in writing via email to [email protected].
10.4 Application for special consideration received by AMA Victoria over the phone will not be accepted.
10.5 Application for special consideration received less than 2 Business Days prior to the scheduled delivery of a Group Program or 1 Business Day prior to the delivery of Individual Coaching will not be accepted.
10.6 Application for special consideration will be reviewed by the Coach on a case-by-case basis.
10.7 Clients applying for special consideration will be notified of the decision within two Business Days from when the application for special consideration is received by AMA Victoria.
10.8 If an application for special consideration is successful, AMA Victoria will refund the Client the proportion of the Group Program or Individual Coaching not yet delivered minus:
10.8.1. $50 for administration fees for AMA Victoria and other state members; or
10.8.2. $100 for administration fees for non-members
10.9 If an application for special consideration is not successful, no refund will be granted to the Client.
10.10 If granted, refunds will be processed under clause 9.5.
11. Attendance
11.1 For face-to-face (in-person) Group Programs or Individual Coaching sessions Clients are encouraged to arrive at AMA Victoria premises or other designated location 10 minutes prior to an in-person session.
11.2 For Group Programs or Individual Coaching services delivered via an online platform Clients are encouraged to have tested the link provided for the online session and have logged in to the meeting prior to the commencement time.
12. Retention of membership to access member rates for the Service
The member rate (Victorian or ‘Other State’ rate) is only applicable to members who maintain membership for a minimum of 1 year. The Client agrees that if it engages the Service as a member and terminates membership within a year, AMA Victoria reserves the right to charge the Client the non-member rate for the service provided.
13. Privacy
13.1 AMA Victoria adheres to the thirteen Australian Privacy Principles (APPs) issued by the Office of the Australian Information Commissioner (OAIC) - https://www.oaic.gov.au/about-us/corporate-information/key-documents/privacy-policy-summary
13.2 The information provided by a prospective Client at time of booking will be kept secure and accessed only by authorised AMA Victoria officers, employees, contractors and associates.
13.3 The AMA Victoria Professional Development and Careers Service may share information collected prior to or during a Group Program or Individual Coaching with other departments of AMA Victoria for communication and marketing purposes.
13.4 AMA Victoria will not share any of the information collected at time of booking with third party organisations for sales and marketing purposes.
13.5 AMA Victoria will not share any of the information collected during the Group Program or Individual Coaching with third party organisations for sales and marketing purposes.
13.6 Credit card information is collected for payment purposes only.
13.7 Credit card payments are processed using the Stripe payment system - https://stripe.com/au
14. Confidentiality
14.1 AMA Victoria will maintain confidentiality of all sensitive information collected prior to and during Individual Coaching or a Group Program.
14.2 Information collected will not be disclosed with internal or external parties unless release is required by law.
15. Generic Advice
15.1 The advice provided during a Group Program or Individual Coaching is to be considered general in nature and may not take into account your personal situation. Clients should consider whether the information and advice provided is appropriate to their needs.
15.2 Although every effort will be made to ensure accuracy of the information and advice provided during a Group Program or Individual Coaching, AMA Victoria, its officers, employees, contractors and associates disclaim all liability (except for any liability which by law cannot be excluded), for any error, inaccuracy in, or omission from the information provided or any loss or damage suffered by any person directly or indirectly through relying on this information.
16. Complaints and appeals
16.1 Clients can submit complaints to AMA Victoria in writing via email to [email protected].
16.2 Complaints will be reviewed by the Director of the Professional Development and Careers Service and escalated to the Chief Executive Officer where necessary.
16.3 Complaints will be addressed within 5 Business Days from the day on which the complaint is received by AMA Victoria.
16.4 Notification of complaint outcome will be sent to the Client within 2 Business Days from when the decision is made by AMA Victoria.
16.5 A Client who disagrees with the decision may appeal the decision within 10 Business Days from when the decision is received by the Client.
16.6 Application for appeal is to be provided to AMA Victoria in writing via email.
16.7 Appeals will be reviewed by the Chief Executive Officer and addressed within 20 Business Days from the day in which the request for appeal was received by AMA Victoria.
16.8 Notification of appeal outcome will be sent to the Client within 2 Business Days from when the decision is made.
Definitions
- Business Day means Monday to, and including, Friday but not including any Victorian or federal public holidays or weekends;
- Coach means a career, executive, professional brand, or leadership coach engaged by AMA Victoria to provide the Professional Development and Careers Service;
- Individual Coaching includes one-to-one coaching consults (sessions) and coaching programs delivered to individuals across the domains of leadership, careers, high-performance and professional development as set out on the AMA Victoria website at https://www.amavic.com.au/ but does not include the offerings defined collectively as a ‘Group Program’ offered across the domains of ‘leadership’ and ‘professional development’ as set out on the AMA Victoria website at https://www.amavic.com.au/
- Client means a member of AMA Victoria or a member of the Australian Medical Association in another state (‘Other-state member’) or a non-member who engages the Service through its online booking system.
- Group Program includes all group coaching and group programs offered by the Service from time to time as published on https://www.amavic.com.au/
Group coaching and group programs are attended by one or more Clients together at the same time, whether in-person or online. Some group coaching or programs may include a component of one-to-one coaching but are predominantly delivered to a group of Clients. It does not include the offerings of the Professional Development and Careers Service described in the definition of ‘Individual Coaching’ above.
- Service means AMA Victoria’s Professional Development and Careers Service.