FAQs

We are new to WORD, where shall we start?

YAY! Welcome to WORD! First up, check out What is WORD? Then head over to our ‘More Info’ the Term Programmes and Holiday Camps where you’ll find most of what you need. Can’t wait to see you on the trails!

How is WORD Funded?

WORD is a registered non profit organisation with the New Zealand Charities Commission (NZ Charity Number CC50833). We operate on participant fees, grants (SportNZ), company sponsorship (scholarships), and super nice peoples’ individual donations. What’s that you say? You want to make a donation, yay!

Cancellations/ Refund Policy

Once you have booked onto a WORD course/camp/event the following applies:

More than 7 days before the start date: 80% refund
2-7 days before start date: 50% refund
48 hours before start date: no refund

Injury and miss 3 or more sessions: no refund, but guaranteed spot on next programme (contact info@word.org.nz in Wellington or wanaka@word.org.nz in Wanaka)

Complaints Policy

WORD is committed to fairly handling complaints about its services- holiday camps, after school programmes and events. Any complaint will be investigated thoroughly and dealt with according to the merit of the complaint. The circumstances and results of any complaint are analysed by the WORD Board for their implications and acted on appropriately so as to remove any grounds for future complaint by improving functions.

Making Complaints

Clients may make complaints to us by way of email to info@word.org.nz Clients are advised that complaints must be made in writing so that there is no ambiguity as to what has been said should a verbal complaint be made.
Recording and Resolution of Complaint

  • All complaints are recorded.

  • WORD Board investigates the complaint.

  • Clients are notified of the outcome of the complaint within a reasonable time frame.

  • All complaints, resolution and improvement action are filed and recorded.

Dissatisfied Outcome

  • Should the client not be satisfied they may 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 WORD to seek the services of a third party.

  • Arbitration will be undertaken when both WORD and the client agree on a third party.

  • If the complaint/grievance is still unresolved, the client will be advised of external organizations of appeal.

Publishing Complaints Policy and Procedure

WORD publishes its’ complaints policy and procedure to clients on this, the WORD website.