Complaints Handling Policy & Procedures

1. Objective of this Policy

DealsAway.com Pty Ltd (“DealsAway”, “we”, “us”, “our”) is committed to providing high-quality travel products and services and to handling complaints fairly, efficiently, and transparently.

We recognise that complaints provide valuable feedback and assist us to improve our services. This policy outlines how customers can lodge a complaint and how we manage complaints in accordance with the Australian Travel Accreditation Scheme (ATAS) Code of Conduct and relevant Australian laws, including the Australian Consumer Law.

This policy ensures that:

• Customers are aware of how to lodge a complaint;
• Complaints are handled consistently, fairly and impartially;
• Complaints are acknowledged and resolved within prescribed timeframes;
• Personal information is protected; and
• Complaints are used for continuous improvement.

2. Definition of a Complaint

A complaint is an expression of dissatisfaction made by a customer relating to a travel service provided by DealsAway.com Pty Ltd.

3. How to Make a Complaint

If you are dissatisfied with a travel service provided by us, you may lodge a complaint through any of the following channels:

• Email: support@dealsaway.com
• In writing:

  DealsAway.com, Level 1, 55 Collins St,
  Melbourne, VIC, 3000, Australia

Where appropriate, we may request that verbal complaints be confirmed in writing to assist with investigation. Our complaints handling process is free of charge.

4. Information Required

To help us investigate your complaint efficiently, we may ask you to provide:

• Your name and contact details;
• Booking reference number (if applicable);
• The name of any staff member you have dealt with;
• Details of the complaint and relevant dates;
• Steps already taken to resolve the issue; and
• Copies of any supporting documentation.

5. Assistance with Making a Complaint

If you require assistance to lodge a complaint (including due to language barriers, disability, or other needs), please let us know and we will take reasonable steps to assist you.

6. Recording Complaints

All complaints are recorded and managed confidentially. We document:

• Complaint details and supporting information;
• Actions taken and outcomes;
• Timeframes and communications; and
• Any systemic issues identified.

Complaint data may be reviewed by management for quality assurance and continuous improvement purposes.

Personal information is handled in accordance with applicable privacy legislation.

7. Acknowledgement and Timeframes

In accordance with the ATAS Code of Conduct:

• We will acknowledge receipt of your complaint within 5 days; and
• We will aim to investigate and resolve your complaint within 21 days of receipt.

If we are unable to resolve the complaint within 21 days, we will:

• Inform you of the reasons for the delay; and
• Provide an expected timeframe for resolution.

We will keep you informed throughout the process.

8. Our Complaint Handling Process

Our six-step complaint process is as follows:

1. Acknowledge – Confirm receipt of your complaint within 5 days.

2. Review – Assess the complaint and identify any further information required.

3. Investigate – Conduct an impartial investigation, including consultation with relevant parties or suppliers where required.

4. Respond – Provide you with our findings and proposed resolution.

5. Take Action – Implement corrective or remedial actions where appropriate.

6. Record – Document the outcome for continuous improvement purposes.

9. Complaints About Staff Members

Complaints involving our staff are treated confidentially and impartially. Staff members are:

• Informed of the complaint;
• Given an opportunity to respond;
• Supported during the process; and
• Advised of the outcome.

10. Complaints Involving Third Parties

Where a complaint involves a third-party travel supplier, we may need to liaise with that supplier to fully investigate the matter. Our responsibility extends to our role as a travel intermediary.

11. External Escalation – ATAS

If you are not satisfied with our proposed resolution, you may escalate your complaint to the Australian Travel Industry Association (ATIA) under the Australian Travel Accreditation Scheme (ATAS).

ATAS provides an independent, free complaints escalation process.

ATAS Contact Details:

• Online complaint form: www.atas.com.au
• Email: complaints@atas.com.au

If you are not satisfied with the outcome of the ATAS Compliance Manager review, you may appeal to the ATAS Complaint Appeal Committee (ACAC).

12. Your Rights Under Australian Consumer Law

This policy does not limit your rights under the Australian Consumer Law. You may refer your complaint to a relevant state or territory consumer protection agency, court, or tribunal at any time.

13. Policy Review

This Complaints Handling Policy is reviewed periodically to ensure ongoing compliance with the ATAS Code of Conduct and continuous improvement in our customer service practices.