COMPLAINTS POLICY

At Travel with Jade, we are committed to providing high-quality products and services. We value customer feedback and complaints as they help us improve. This policy outlines our process for receiving, managing, and resolving complaints in a consistent, fair, and impartial manner. Our goal is to address your concerns as quickly as possible and to enhance our services based on your feedback.

A complaint is any expression of dissatisfaction regarding a travel service provided by Travel with Jade.

If you are dissatisfied with a service provided by us, you can lodge a complaint through the following channels:

• Online: Complete a feedback form on our website www.travelwithjade.com.au
• Phone: Call us at 0416 934 342
• Email: Write to us at jade@travelwithjade.com.au

The person receiving or managing your complaint should provide any assistance you may need to make your complaint. If you consider that you need further assistance, please inform us when lodging your complaint.

When taking a complaint, we will record your name and contact details. We will also record all details of your complaint, including the facts and the cause(s) of your complaint, the outcome, and any actions taken following the investigation. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

As part of our ongoing improvement plan, complaints will be monitored for any identifying trends by management, and rectification or remedial action will be taken to mitigate any identified issues. If you lodge a complaint, we will record your personal information solely for the purpose of addressing your complaint. Your personal details will be actively protected from disclosure unless you expressly consent to its disclosure.

Where a third-party travel supplier, such as a tour operator, was involved in your travel services, we may be required to speak with them to fully investigate your complaint.

We are committed to resolving your issues at the first point of contact; however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed.

• We will acknowledge receipt of your complaint within three (3) business days and keep you informed of the progress of your complaint throughout our complaint resolution process.
• We are committed to resolving your complaint within 10 business days of lodging it; however, this may not always be possible. If we are unable to resolve your complaint within this timeframe, we will inform you of the reason for the delay and specify a date when we expect to finalise your complaint.
• During the investigation of your complaint, we may need to seek further clarification or documentation from you. If we have sought clarification or documentation and are waiting for you to provide it, we may not meet our 10-business-day finalisation commitment. Upon receipt of your clarification or documentation, we will indicate when we expect to finalise your complaint.
• Once we have finalised your complaint, we will advise you of our findings and any actions taken. We will do this in writing unless it has been mutually agreed that we can provide it to you verbally.
• You have the right to inquire about the current status of your complaint at any time by contacting us.

1. We Acknowledge: Within three business days of receiving your complaint, we will acknowledge receipt of your complaint.
2. 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.
3. We Investigate: Within 10 business days of receiving your complaint, we will investigate it objectively and impartially, considering the information you have provided, our actions in relation to your dealings with us, and any other information that could assist us in resolving your complaint.
4. We Respond: Following our investigation, we will notify you of our findings and any actions we may have taken regarding your complaint.
5. We Take Action: Where appropriate, we amend our business practices or policies.
6. We Record: We will record your complaint for continuous improvement processes and monitoring through regular review. Your personal information will be recorded in accordance with relevant privacy legislation.ise your complaint.

• During the investigation of your complaint, we may need to seek further clarification or documentation from you. If we have sought clarification or documentation and are waiting for you to provide it, we may not meet our 10-business-day finalisation commitment. Upon receipt of your clarification or documentation, we will indicate when we expect to finalise your complaint.
• Once we have finalised your complaint, we will advise you of our findings and any actions taken. We will do this in writing unless it has been mutually agreed that we can provide it to you verbally.
• You have the right to inquire about the current status of your complaint at any time by contacting us.

If your complaint is currently being investigated by a relevant federal, state, or territory consumer protection regulator or law enforcement agency, we may cease to take further action in relation to your complaint pending the finalisation of their investigation. We will assist any agency with their investigations.

Where possible, we will attempt to resolve your complaint at the first point of contact. If we are unable to resolve your complaint at the first point of contact, we will undertake an investigation 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.
• 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 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. For more information about the Code, you can visit the ATAS website at www.atas.com.au.

You reserve the right to refer your complaint to your relevant federal, state, or territory consumer protection agency at any time.