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I OBJECTIVE OF THE POLICY
Travelbay aims to deliver caring and quality travel services to our valued customers so that they have a great experience and no complaints.
We are committed to being responsive to the needs and concerns of our customers and to resolving any potential issues as quickly as possible. We welcome your feedback as it helps us to improve our service delivery to you.
The objective of this policy is to ensure that our customers and staff are aware of our complaint lodgment and handling process and that:
II DEFINITION OF A COMPLAINT
In this policy a complaint means an expression of dissatisfaction by a customer relating to a travel service sold by us.
III PROBLEM SOLVING
We endeavour to ensure that we build relationships only with travel service providers of the highest integrity and with reputations for offering travel services of the highest quality. However, on occasion unexpected difficulties may arise during your trip. In the unlikely event that this occurs, it is of utmost importance that you make immediate contact with your local travel service provider overseas who is in the best position to assist you and who will usually be able to resolve the matter on the spot. This ensures that as far as possible you receive urgent and timely assistance by local professionals, thus allowing you to continue to enjoy your travels with a minimum of fuss.
The telephone numbers and all other relevant details of every travel service provider are shown on each Travelbay Voucher.
Note: Should you not be able to resolve a problem locally with a travel service provider and wish to lodge a complaint, see the following procedure.
IV HOW A COMPLAINT CAN BE MADE
If you are dissatisﬁed with a travel service sold by us and you have not been able to resolve the matter with the local travel service provider in the destination country, you can lodge a complaint with us:
If we receive your complaint orally we will usually ask you to put your complaint in writing. This will assist us in addressing your concerns accurately.
V INFORMATION YOU WILL NEED TO PROVIDE
When investigating a complaint, we will be relying on information that you have provided, information we may already be holding, and information that we may seek from our local travel service provider overseas.
To assist us to investigate your complaint quickly and efficiently we will ask you for the following:
We may need to contact you further in order to clarify the details you have provided or to request additional information as required.
VI YOUR CONTACT WHEN MAKING A COMPLAINT
The staff member receiving or managing your complaint at Travelbay can provide you with any assistance you may need, however, if you consider you need further assistance please contact Nicola Lessing or Nikki McKee on 1800 020 020.
VII RECORDING YOUR COMPLAINT
When attending to a complaint, we will record all relevant information concerning the issues raised including your personal details and the facts surrounding the matter plus any actions taken during the investigation along with the outcome and resolution. This process will also record all dates and times relating to the feedback and observations we receive from our local travel service providers overseas.
As a part of our ongoing commitment to improving our business practices and services, all complaints will be assessed in order to identify ways of ensuring that other customers do not experience similar concerns in the future.
VIII COMPLAINTS ABOUT ONE OF OUR EMPLOYEES
If you have reason to complain about a member of our staff, we will handle your complaint confidentially and impartially. Your complaint will be investigated thoroughly with a view to fairness to both parties.
We will bring the matter to the attention of our staff member in a fair and balanced manner by:
IX FEEDBACK TO CUSTOMERS
Travelbay is committed to resolving your complaint as soon as possible, however, the length of this process will depend on the nature and complexity of the issues raised.
We will send you an acknowledgment of receipt of your complaint within five business days. We will also give you an estimate of how long it may take us to deal with your complaint. Once received, we will conduct an initial investigation into the issues that have given rise to the complaint which may take some days to complete. Nonetheless, our aim is to resolve your complaint within 14 days of lodgment with us, keeping in mind that this time frame may have to be extended according to circumstances beyond our control.
On completion of the process, we will advise you in writing of our findings along with any action we have taken in order to resolve the complaint.
We will always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible. The action taken may include:
Complaints can only be closed with your consent, which means you must be satisfied that the matter has been reasonably resolved before we can close it.
X COMPLAINT RESOLUTION WITH ATAS
We will always try to resolve your complaint using every means at our disposal, however, if you are not satisfied with the way we have handled your complaint, you can request us to seek an independent opinion through the Australian Federation of Travel Agents (AFTA), who will conduct an external review of the case through the AFTA’s Travel Accreditation Scheme (AFTA).
ATAS’s will attempt to resolve your complaint through a process of consultation and mediation, that is, by mediating between you and us to determine the relevant facts and establish common ground. ATAS will remain impartial throughout the consultative process and will consider the merits of the case with a view to assisting the parties to reach an appropriate solution.
If after this process, you are still not satisfied with the outcome, you can refer your complaint to the ATAS Code Compliance Monitoring Committee (ACCMC). The ACCMC is an independent committee comprising of five members, including two consumer representatives. The ACCMC will investigate your complaint and reach a fair and independent view of the issues involved. The ACCMC may recommend a refund to you if appropriate.
Should you wish to speak to ATAS about your complaint you can contact them in the following ways:
XI YOUR RIGHTS UNDER CONSUMER LAW
You are further able to refer your complaint to your relevant federal, state or territory protection agency at any time.
XII COMPLAINTS UNDER INVESTIGATION BY A REGULATOR OR LAW ENFORCEMENT AGENCY
If your complaint is being assessed and investigated by a relevant federal, state, or territory consumer protection regulator or law enforcement agency, we may cease to be involved in the matter pending finalisation of the investigation. We will assist any agency with their investigations.