COMPLAINT HANDLING POLICY

Last Updated: September 2026

1. Purpose

Travellers Travel CO PTY LTD is committed to providing high-quality travel services and ensuring a positive experience for all customers. We value feedback and aim to resolve complaints promptly, fairly, and in accordance with our legal obligations, including the Australian Consumer Law (ACL) and the ATAS Code of Conduct (Version 9, May 2025) administered by the Australian Travel Industry Association (ATIA).

2. Scope

This policy applies to all complaints received by Travellers Travel CO PTY LTD relating to:

  • Travel bookings and itineraries

  • Changes, cancellations, or refunds

  • Customer service interactions

  • Website usage

  • Any other service provided by Travellers Travel CO PTY LTD

3. How to Make a Complaint

We encourage customers to raise concerns as soon as possible using any of the following contact methods:

Business Name: Travellers Travel CO PTY LTD

Phone:

Email:

Postal Address:

Website Contact Form:

Please include as much detail as possible regarding your complaint, including booking references, travel dates, ticket numbers (if applicable), and any relevant supporting documentation.

4. Our Complaint Handling Process

4.1 Acknowledgement

We will acknowledge your complaint in writing within five (5) business days of receiving it.

4.2 Investigation

Your complaint will be reviewed by our internal team. We may contact you to request additional information or clarification where required.

4.3 Resolution

We aim to resolve complaints within twenty-one (21) business days. If additional time is required, we will keep you informed of the progress of your complaint and provide reasons for any delay.

4.4 Outcome

Once a resolution has been reached, we will provide our response in writing. Where appropriate, the outcome may include an explanation, corrective action, refund assessment, goodwill gesture, or another reasonable resolution based on the circumstances of the complaint.

5. External Escalation Process – ATIA

Stage 1: Internal Resolution – Travellers Travel CO PTY LTD

Customers must first submit their complaint directly to Travellers Travel CO PTY LTD and allow up to twenty-one (21) business days for a response and resolution.

Stage 2: Escalation to ATIA

If you remain dissatisfied with our response, or if twenty-one (21) business days have passed without a resolution, you may lodge a complaint through ATIA's complaints process:

https://traveltick.com.au/lodge-a-complaint/

An ATIA Compliance Manager may:

  • Review the complaint and supporting documentation

  • Seek a resolution between the parties

  • Require further information from either party

  • Refer the matter to the ATIA Complaints Appeal Committee (ACAC), where appropriate

Stage 3: Appeal to the ACAC

Where available under the ATAS Code of Conduct, a complainant may appeal an eligible ATIA decision to the ACAC within the applicable timeframe prescribed by ATIA.

Further information regarding the ATAS Code of Conduct is available from ATIA:

https://atia.travel

6. Australian Consumer Law

Nothing in this policy limits, excludes, or modifies any rights or remedies available under the Australian Consumer Law or any other applicable legislation.

Customers may also seek assistance from the relevant consumer protection agency, tribunal, court, or regulatory authority where appropriate.

7. Record Keeping and Continuous Improvement

All complaints and their outcomes are recorded and reviewed to identify opportunities for service improvement.

Travellers Travel CO PTY LTD is committed to ongoing staff training and maintaining effective complaint handling procedures to ensure complaints are managed professionally, respectfully, and consistently.

8. Privacy and Confidentiality

We handle complaints in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

Personal information collected during the complaint process will only be used for the purpose of investigating, responding to, and resolving the complaint, or as otherwise required by law.

9. Review and Updates

This policy is reviewed periodically and may be updated to reflect changes in applicable laws, industry standards, accreditation requirements, or business practices.