Complains Handling Policy and Procedures
All Aussie Travellers Pty Ltd
Complaints Handling Policy & Procedures
Objective of the Policy
The objective of this policy is to ensure our customers and staff are aware of our complaint lodgement and handling process.
All Aussie Travellers Pty Ltd endeavours to professionally provide quality travel services & solutions. We are committed to being responsive to the needs and concerns of customers in resolving all complaints as quickly as possible. Customer feedback is always welcome and is used to assist executive assessment reviews of standards, products, procedures, risk management and overall service delivery.
Our Principles
Each complaint is investigated thoroughly and efficiently, with impartiality, taking into account all information and evidence. Confidentiality is a core component in handling all complaints. We take reasonable steps to actively protect your personal information which will at all times be stored in accordance with privacy requirements. Any information you provide may be recorded and used to assist us in the ongoing improvement of our products and services. There is no financial charge by All Aussie Travellers for managing a complaint.
Our People
All complaints are handled by independent senior management staff who are suitably experienced and not directly connected to the issue. Complaints are given the utmost priority.
The Process
If you have a complaint, you can advise us by one of the following methods:
a) Contact our Office directly via email, mail or telephone and direct your complaint to the Head of Operations;
b) Completing any feedback form that we may make available to you
c) If we receive an appropriate complaint verbally, we may ask you to put it in writing.Your complaint will be acknowledged by a staff member within 5 business days of receiving it.
In the process of investigating your complaint we may request additional information from you to assist us in reaching the most equitable outcome. This may include, but is not limited to, copies of documentation supporting your complaint, relevant details of conversations regarding your complaint and details regarding any actions you have undertaken to resolve the complaint.
We will endeavour to provide you with a resolution within 21business days of receipt. However if there is a delay, we will inform you of the reasons for the delay and maintain communication with you throughout our investigation.
All communication will be in writing unless there is a mutual agreement to do so otherwise.
Where a third party travel supplier was involved in your travel component, we will likely require to speak with them to thoroughly investigate your complaint.
It is your right to refer your complaint to your relevant consumer protection agency at any time. If you have lodged your complaint with a relevant state, federal or territory consumer protection regulator or law enforcement agency, we may temporarily pause our process until their investigation is complete.
You have the right to make enquiries about your complaints current status at any time during the process by contacting us.
Resolution & Escalation
If your complaint is solved to your satisfaction, we will close your complaint and record the findings for future use.
If we are unable to resolve your complaint, we can advise you of other options available to you.
Contact
Email: Complaints
Telephone: 0414 955 500
Address:
PO Box 111
Collaroy, NSW 2097