1. Purpose
The Travel Collection is committed to providing professional, personalised travel services and maintaining positive relationships with our clients.
We value feedback and recognise that complaints provide an opportunity to address concerns, improve our services and prevent similar issues from occurring in the future.
This policy explains how clients can raise a complaint and how The Travel Collection will receive, investigate and respond to complaints in a fair, respectful, transparent and timely manner.
2. Scope
This policy applies to complaints relating to services provided by The Travel Collection, including:
Travel advice, planning and itinerary preparation.
Booking arrangements and administration.
Errors or discrepancies in bookings or travel documentation.
Communication, customer service or delays in responding.
Fees, charges and payment administration.
Information provided about travel products or services.
Assistance provided when travel arrangements are disrupted.
Where a complaint relates to a third-party supplier, such as an airline, hotel, cruise line, tour operator or travel insurance provider, The Travel Collection will explain the appropriate process and assist where reasonably possible.
3. Our commitment to clients
When handling complaints, The Travel Collection will:
Treat clients with courtesy, respect and fairness.
Acknowledge and address complaints promptly.
Consider each complaint objectively and on its individual merits.
Investigate the relevant facts and information available.
Keep clients informed of progress where a complaint cannot be resolved promptly.
Explain the outcome and any action taken.
Protect personal information in accordance with applicable privacy requirements.
Use feedback to identify opportunities for improvement.
Ensure clients are not disadvantaged simply because they have raised a complaint.
Respect clients' rights under applicable Australian Consumer Law and other relevant legislation.
There is no charge for receiving, investigating or responding to a complaint. This does not remove any separate fees or costs associated with an underlying travel booking.
4. How to make a complaint
Clients are encouraged to raise concerns as soon as reasonably possible so that we have an opportunity to address them.
A complaint may be made verbally or in writing. Written complaints are preferred where practicable, as this helps ensure the details are accurately recorded and understood.
Complaints can be directed to:
The Travel Collection
Email: info@thetravelcollection.com.au
Postal address: PO Box 79, Ballarat West VIC 3350
Where appropriate, clients may initially raise their concerns with the person they have been dealing with. If the concern cannot be resolved or the client would prefer not to approach that person, the complaint may be directed to the business for review.
If a complaint is received verbally, we may ask the client to provide further details in writing where this would assist the investigation. A complaint will still be considered if the client is unable to provide everything requested.
5. Information to include in a complaint
To help us understand and investigate a complaint, clients are encouraged to provide:
Their name and preferred contact details.
Their booking reference, where applicable.
The name of the staff member they have been dealing with, if relevant.
A clear description of the concern and when it occurred.
Details of any conversations or previous attempts to resolve the matter.
Copies of relevant correspondence, booking documents, receipts or other supporting information.
Their preferred outcome or proposed resolution.
We understand that not every client will have all this information available. We will work with the client to clarify any missing details where reasonably possible.
If a client requires assistance to explain or submit a complaint, they are encouraged to let us know so that reasonable assistance can be provided.
6. Complaints handling process
The Travel Collection will follow these steps when managing a complaint.
Step 1 – Receive and record
We will record the complaint, including the date received, the client's details, the nature of the concern and any relevant booking information.
Step 2 – Acknowledge
We aim to acknowledge receipt of a complaint within 2 business days. The acknowledgement may confirm the next steps or request further information where necessary.
Step 3 – Review and investigate
We will review the information provided, check relevant records and correspondence, and seek further information from the client or an involved supplier where reasonably necessary.
Complaints will be assessed fairly and objectively, taking into account the circumstances, the services provided, applicable booking terms and relevant legal obligations.
Step 4 – Provide updates
We aim to provide a substantive response within 10 business days of receiving the complaint.
Some matters may require additional time, particularly where the complaint is complex, involves multiple suppliers or depends on information from a third party.
If we cannot provide a substantive response within 10 business days, we will advise the client of the reason for the delay, provide an updated expected timeframe and keep them informed of material progress.
Where we are waiting for information from the client, we may need to revise the expected timeframe accordingly.
Step 5 – Respond and explain the outcome
Once our review is complete, we will explain our findings and any proposed or completed action. We will normally provide the outcome in writing unless another method has been agreed with the client.
Depending on the circumstances, a resolution may include:
An explanation or clarification.
An apology where appropriate.
Correcting an error or taking reasonable corrective action.
Assisting the client to raise the matter with a relevant supplier.
A refund, remedy or other appropriate resolution where warranted and legally applicable.
The outcome will depend on the facts, the services involved, the relevant booking terms and any applicable legal obligations.
Step 6 – Record and review
We will record the outcome, any actions taken and any relevant follow-up. Where appropriate, feedback will be considered as part of our ongoing efforts to improve our services and business practices.
7. Complaints about a staff member
Where a complaint concerns a staff member or the person ordinarily responsible for handling complaints, it will be considered as impartially as reasonably possible.
Relevant information will be reviewed, and the people involved will be given a reasonable opportunity to provide their account of events.
The complaint will be handled respectfully and confidentially, subject to the information reasonably required to investigate and resolve the matter.
8. Complaints involving third-party suppliers
Travel arrangements may involve independent suppliers, including airlines, accommodation providers, cruise lines, tour operators, transport companies and travel insurance providers.
Where a complaint relates to a third-party supplier, The Travel Collection will explain the distinction between the services we provide and the supplier's responsibilities.
Where reasonably appropriate, we may assist the client by identifying the relevant supplier contact, explaining the supplier's complaint process, forwarding relevant information with appropriate authority, or helping the client communicate their concerns.
The supplier may need to investigate the matter and make decisions about its own services, policies, refunds or remedies. The Travel Collection cannot guarantee the outcome of a complaint made to an independent supplier.
Where the complaint also concerns a service provided directly by The Travel Collection, we will consider that aspect separately.
Nothing in this section limits any rights the client may have under applicable law.
9. Urgent complaints during travel
We recognise that concerns arising during travel may require urgent attention, particularly where accommodation, transport, safety or onward travel is affected.
Where possible, clients should contact the relevant supplier's local representative, emergency contact or after-hours assistance service for immediate assistance with an urgent travel issue.
The Travel Collection will provide reasonable assistance within the scope of the services agreed and our available operating arrangements. However, we do not represent that we provide a 24-hour emergency service unless this has been expressly agreed.
For an immediate threat to personal safety or a medical emergency, clients should contact the relevant local emergency services.
Urgent travel issues will be considered according to their circumstances and urgency, but the standard complaint response timeframes may not be appropriate for an immediate operational emergency.
10. Escalation and external assistance
If a client is dissatisfied with the outcome of their complaint, they may request a further review by contacting The Travel Collection and explaining which aspects of the decision or proposed resolution they would like reconsidered.
We aim to respond to a request for further review within 10 business days. If more time is required, we will advise the client and provide an updated expected timeframe.
Where a matter remains unresolved, clients may consider seeking assistance from an appropriate external organisation, depending on the nature of the complaint. These may include:
Consumer Affairs Victoria for relevant Victorian consumer matters.
The Australian Competition and Consumer Commission (ACCC) for consumer information and issues within its remit.
The Australian Financial Complaints Authority (AFCA) for eligible financial services or insurance complaints within its jurisdiction, where applicable.
The relevant travel supplier's own complaints or dispute resolution process.
The appropriate organisation will depend on the circumstances. Not every organisation can investigate or determine every type of complaint.
Clients retain any rights they have to contact a relevant consumer protection body or pursue other remedies available under applicable law. This policy does not require a client to give up those rights.
11. Complaints being considered by an external body
If a complaint is also being investigated by a court, regulator, law enforcement agency or other external body, we may need to adjust the scope or timing of our internal investigation where appropriate.
Where necessary, we will explain any resulting delay or change in process to the client. We will cooperate with lawful requests from relevant authorities.
12. Privacy and confidentiality
Personal information collected during the complaint-handling process will be handled in accordance with applicable privacy requirements and The Travel Collection's Privacy Policy.
Information will be accessed and used only as reasonably necessary to assess, investigate, respond to and record the complaint, or where otherwise permitted or required by law.
Where a supplier or another third party needs to be contacted to investigate a complaint, relevant information may be shared where reasonably necessary and authorised or otherwise permitted by law.
We will take reasonable steps to protect complaint records from unauthorised access, use or disclosure.
13. Recordkeeping and continuous improvement
The Travel Collection will maintain appropriate records of complaints, including, where relevant:
The date the complaint was received.
The client's details and booking reference.
The nature of the complaint and relevant facts.
Correspondence and communications relating to the matter.
Investigation steps and findings.
Decisions, outcomes and corrective actions.
Relevant dates and any follow-up undertaken.
Records will be retained and managed in accordance with applicable legal and privacy requirements.
Complaint trends may be reviewed periodically to identify recurring issues, improve internal processes and enhance the client experience.
14. Review of this policy
This policy will be reviewed periodically and updated when necessary to reflect changes to our business practices, relevant requirements or complaint-handling procedures.