Proactive email and phone support

What does proactive email and phone support entail?

Based on our extensive member research, our team of dietitians understand the most important times to contact you on your weight loss journey. Over the 12 weeks you are with the Total Wellbeing Diet, we will contact you via email and phone at those important times to see how you are tracking and get you back on track.

FAce-to-Face Online sessions

How do I book my dietitian sessions?

After you have signed up to the Total Wellbeing Diet and Dietitian Plus, you will set up your account. When you've completed your setup process, you can go to the Dietitian Plus area to book your first session.

When should I book my dietitian sessions?

We strongly encourage you to book your dietitian sessions on week 4 and week 8 as we know from experience this are the times when you need support most. However, you are free to book your sessions when you want, and you can buy more sessions at a later time if you want.

Who will be my dietitian?

You will be matched with a dietitian based on your individual needs and their areas of expertise and your preferred appointment times.

Do I get a booking confirmation/reminder?

Yes, you will receive an email confirming your bookings.

Do I get a full refund of the $299 Dietitian Plus fee? 

No, if you adhere to the refund terms of the 12-week online program, you could receive a refund of $149. Please note there is no refund for the remainder of the $299 Dietitian Plus fee.  

CANCELLING OR RESCHEDULING SESSIONS

How much notice do I need to reschedule or cancel my session?

At least 24 hours’ notice is required to cancel/reschedule a session. You will be required to cancel or reschedule sessions via the ‘Dietitians Plus’ tab when you sign into the Total Wellbeing Diet online.

What happens if I don’t like my dietitian?

If you are not happy with the service provided by your dietitian then you will need to contact customer support on [email protected] or by phone on 02 9923 8261.

What happens if I miss my session?

If you miss your session then it will be considered as though you have used that session. Please refer to our terms and conditions for special circumstances and emergencies.

What happens if I am running late for my session?

If you are more than 10 minutes late to your session, it will be considered as though you have used that session.

What happens if I cancel my session more than 24 hours before my session?

If you cancel prior to 24 hours before your session, then you will be able to reschedule another replacement session.

DURING SESSIONS

How long do the sessions go for?

All sessions run for 20 minutes.

What do I do if my dietitian is late to my session?

Please contact customer support on 02 9923 8261 and they will assist you.

Are my sessions recorded?

Sessions are recorded for training and quality purposes. These will be archived at the end of the session.

Total Wellbeing Diet Complete Recipe Collection book

Will I have to pay postage? 

No, postage is included in the price for Dietitian Plus. 

When will I receive the book? 

The book will be delivered by Booktopia within 3-4 weeks of the date when you sign up. 

CONTACT AND COMPLAINTS

How do I leave feedback and/or speak to someone about my session?

Please contact customer support on 02 9923 8261 and they will get back to you.

Who do I contact if I have a question for my dietitian between my sessions?

If you have any questions for your dietitian, we suggest making a list of them for your next session. If you feel it requires urgent attention, we suggest contacting customer support on 02 9923 8261.

TECHNICAL ISSUES

What do I do if I can’t connect with my dietitian during our session?

Please first check that both the camera and microphone on your computer have been enabled and they are allowing Total Wellbeing Diet to access your computer. You can find instructions on how to do this here: Firefox // Chrome

If that doesn’t work, please call customer support on 02 9923 8261.

I’m getting the error message ‘No dietitian has been assigned to you’. 

Please contact customer support on 02 9923 8261 and advise them of the error message you are receiving.

I’m getting a ‘waiting for dietitian’ message. 

This indicates that your dietitian has not joined the session, or is experiencing technical difficulties. If you are still getting this message 5 minutes after your session has started, please contact customer support on 02 9923 8261.

I’m using a mobile or tablet and can’t connect. 

Dietitian Plus is currently only available on desktop or laptop computers running either Firefox or Chrome browsers.

What internet browser should I use?

We suggest you use Google Chrome or Mozilla Firefox. You can download the one you prefer here:

Firefox // Chrome 

Keep me posted

New! CSIRO Healthy Diet Score

Diet Score

The CSIRO Healthy Diet Score is a scientifically-validated survey that assesses your eating habits against Australia's Dietary Guidelines.

START IT NOW