Objective of the policy
As a responsible travel agent we seek to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services and customer service.
We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible.
This policy has been designed to provide guidance to both our customers and staff on the manner in which we receive and manage your complaint. We are committed to being consistent, fair and impartial when handling your complaint.
The objective of this policy is to ensure:
- You are aware of our complaint lodgement and handling processes,
- Both you and our staff understand our complaints handling process,
- Your complaint is investigated impartially with a balanced view of all information and evidence,
- We take reasonable steps to actively protect your personal information,
- Your complaint is considered on its merits taking into account individual circumstances and needs.
Our Six Point Complaint Process
We acknowledge – within five business days of receiving your complaint we will acknowledge receipt of your complaint.
We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
We investigate – within 10 business days of receiving your complaint we will investigate your complaint objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information that could assist us in investigating your complaint.
We respond – Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.
We take action – where appropriate we amend our business practices or policies.
We record – we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.
Our complaint escalation process
Where possible, we will attempt to resolve your complaint at the first point of contact.
This should be in writing by email to email@example.com
Or by mail to Home Travel Company PO Box 254 Ulverstone Tasmania 7315 Australia
If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation of your complaint and provide you with our findings.
If you are satisfied with our proposed decision or actions, we will close your complaint and record the findings for our continuous improvement program.
However, if you are not satisfied with our proposed decision or actions, we will record this, and provide you with information on how to escalate your complaint, to the Australian Federation of Travel Agents (AFTA), for external review under their AFTA Travel Accreditation Scheme (ATAS).
ATAS is an industry accreditation scheme that sets the benchmark of quality for the travel industry. ATAS is also responsible for monitoring our compliance with the ATAS Code of Conduct (the Code) and assisting in the resolution of complaints.
The Code sets the standards of good practice that ATAS participants must follow when dealing with their customers. As an ATAS participant we have agreed to be bound by the Code. If you would like to know more about the Code you can visit the ATAS website www.atas.com.au.
AFTA Travel Accreditation Scheme (ATAS)
Should you wish to speak to ATAS about your complaint you can contact them in the following ways:
- By completing a feedback form on their website www.atas.com.au
- By telephoning them on 9287 9900
- By writing to them at level 3, 309 Pitt Street, Sydney NSW 2000
- By emailing them at firstname.lastname@example.org
Please quote our membership A10348