Complaints Handling Policy and Procedures
Objective of the Policy
Book Rides Australia 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.
Book Rides Australia is 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 Book Rides Australia receives and manages 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 or 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.
Definition of a Complaint
In this policy a complaint means an expression of dissatisfaction by a customer relating to transfer or tour services
provided by us.
How a complaint can be made
if you are dissatisfied with the service provided by us, you should in the first instance consider speaking directly with the staff member/s 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 in one of the following ways:
By completing a feedback form on our website
By telephoning us on (08) 8357 8082 or 0409 886588
By writing to us Unit 7/ 1 Cleland Avenue Unley SA 5061
By emailing us:
In person by speaking to any of our customer service staff.
If we receive your complaint verbally and we consider it appropriate, we may ask you to put your complaint in writing.
The information you will need to tell us
When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:
•Your name details,
The name of the person you have been dealing with about your travel service,
The nature of the complaint,
Details of any steps you have already taken to resolve the compliant,
Details of conversations you may have had with us that may be relevant to your complaint,
Copies of any documentation which supports your complaint.
Help when making a complaint
The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance please contact:
Allan Birrell on 0409 886588
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 of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.
As part of our on-going improvement plan, complaints will be monitored for any identifying trends by management and rectification/remedial action taken to mitigate any identified issues.
If you lodge a complaint we will record your personal information solely for the purposes of addressing your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to its disclosure.
Feedback to customers
Book Rides Australia is 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. Once your complaint has been received, we will undertake an initial review of your complaint.
There may be circumstances during the initial review or investigation of your complaint where we may need to clarify certain aspects of your complaint or request additional documentation from you. In such circumstances we will explain