Complaints Policy and Procedure
ABOUT THIS POLICY
As a responsible tour operator, Vibrant Women Travel seeks 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. We aim to address and resolve complaints promptly and effectively, ensuring customer satisfaction and maintaining our reputation for excellent service.
DEFINITION OF COMPLAINT
In this policy a complaint means an expression of dissatisfaction by a customer relating to a travel service provided by us.
HOW A COMPLAINT CAN BE MADE
If you are dissatisfied with a travel or related service provided by us, you should in the first instance consider speaking directly with the staff member you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us through the following platforms:
- By telephone,
By physical mail,
By electronic mail or
By speaking with us in person
Our contact details is in our website:Β https://vibrantwomentravel.com/contact/
COMPLAINT PROCESS
- Acknowledgment
Upon receiving a complaint, we will acknowledge it within 48 hours. The acknowledgment will include the name of the person handling the complaint and an estimated timeframe for resolution. - Investigation
We will conduct a thorough investigation into the complaint, gathering all relevant information and speaking with any involved parties. Any additional information or documentation may be required to complete an investigation. The investigation will be completed within 10 business days. - Resolution
Based on the investigation, we will propose a resolution to the complainant. The proposed resolution will be communicated to the customer within [insert timeframe, e.g., 3 business days] after completing the investigation. - Β Customer Feedback
We will seek feedback from the customer regarding the proposed resolution. If the customer is satisfied with the proposed resolution, we will proceed with its implementation. If the customer is not satisfied, we will work with them to find an alternative solution. - Documentation and Follow-up
All complaints, investigations, and resolutions will be documented for future reference.
We will follow up with the customer after the resolution to ensure their satisfaction and address any remaining concerns.
COMPLAINT ESCALATION
If a complaint cannot be resolved through the standard process,, 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).
YOUR RIGHTS AGAINST AUSTRALIAN CONSUMER LAW
You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.
CONTINUOUS IMPROVEMENT
We will regularly review and analyze customer complaints to identify trends, recurring issues, and opportunities for improvement in our services and processes.
