Complaint Handling Policy

1. Objective of the Policy

At Olanka Travels, we are fully committed to ensuring every traveller enjoys a safe, high-quality, and memorable holiday experience. Customer satisfaction is our top priority, and any complaint received is handled with seriousness, transparency, and urgency. We value customer feedback, including complaints, as it allows us to review our performance, identify areas for improvement, and strengthen our service delivery.

This policy outlines how we receive, manage and resolve complaints from customers or prospective customers. It ensures all complaints are handled consistently, fairly, and respectfully, and that outcomes are communicated clearly. By reading this Policy:

• You are aware of how to lodge a complaint and how it will be managed
• Our staff understand and follow a clear, consistent complaint-handling process
• Complaints are investigated impartially and based on evidence
• Your personal information is protected at all times
• Each complaint is considered on its merits and with regard to the customer’s individual circumstances

2. Definition of a Complaint

A complaint is any expression of dissatisfaction relating to a travel product, service, advice, booking, or customer interaction provided by Olanka Travels where a response or resolution is expected.

3. How You Can Make a Complaint

If you are dissatisfied with our service, we encourage you to raise the matter as soon as possible. You may do this:

• Through our 24/7 Global Support Centre
• A human support service that you can contact via phone, web chat, WhatsApp, or email.
• Submit a complaint through our website feedback/complaint form
• Our website features a dedicated “Contact Us – Complaints & Feedback” section that allows customers to submit written concerns directly.
• All submissions are delivered instantly to both the Support Centre and the Quality Assurance Team.
• Contact your Dedicated Destination Expert or your Line Manager
• Each traveller is allocated a dedicated Destination Expert who manages their trip from inquiry to completion. Most general feedback and concerns are resolved at this level.
• Contact details of the Expert’s Line Manager are also included in Olanka’s communication pack, ensuring customers have direct access to higher supervision if necessary.
• Email your complaint to [email protected]

If your complaint is initially made verbally, we may request that you provide it in writing so we can ensure accuracy and properly investigate the matter.

Lodging a complaint with us is free of charge.

4. Information We May Require

To ensure we can investigate your complaint effectively, we may need:

• Your full name and preferred contact details
• Your email address registered with Olanka & your tour reference ID
• The staff member you were dealing with
• A clear description of the issue
• Any steps you have already taken
• Details of relevant conversations
• Supporting documentation (e.g., itineraries, invoices, emails, screenshots, receipts)

We may request further clarification during the investigation.

5. Assistance in Making a Complaint

If you need help preparing or submitting your complaint, for example, due to language, accessibility, or other support needs, please advise us. Our staff will assist you throughout the process.

6. Recording Complaints

We maintain a dedicated Quality Assurance (QA) Team responsible for reviewing, monitoring, and resolving all complaints received through our email ([email protected]), website complaint forms, internal staff escalations.

All complaints are entered into our Complaints Register (CRM system), including:

• Customer details
• Date received
• Summary of issues raised
• Actions taken
• Investigation notes
• Communication history
• Outcome and corrective actions

Your personal information is protected in accordance with Australian privacy legislation (Privacy Act 1988 (Cth)) and is used solely for resolving your complaint.

If your complaint involves a third-party travel supplier (airline, cruise line, hotel, tour operator), we may need to contact them to gather information as part of our investigation.

We regularly review complaint trends as part of our continuous improvement program.

7. Communication and Timeframes

We aim to resolve complaints as early as possible.

• A Case Reference Number is automatically created and emailed to the customer for all complaints submitted via the 24/7 Global Support Centre, through our website complaints form, or through email.
• We will acknowledge your complaint within 5 days.
• We aim to resolve all complaints within 21 days.

If additional time is required due to the complexity of your complaint or the involvement of external suppliers, we will:

• Inform you of the reason for the delay
• Provide an expected timeframe for resolution
• Update you regularly on progress

If we need more information from you, the 21-day timeframe may pause until the requested information is supplied.

Once the investigation concludes, we will advise you of:

• Our findings
• Any actions taken
• Any remedies available

8. Our Complaints Process

• Acknowledge: We acknowledge receipt of your complaint within 5 days.
• Review: We assess the complaint and identify any additional information needed.
• Investigate: We objectively investigate your concerns, including internal review and supplier consultation where relevant.
• Respond: We provide findings and outcomes once the investigation is complete.
• Action: We implement corrective actions and improvements where appropriate.
• Record: We document the complaint for ongoing review and service improvement.

9. Handling Complaints About Staff

If your complaint relates to the conduct, behaviour, or performance of an Olanka Travels staff member, we will manage your concerns sensitively, confidentially, and with impartiality.

We will inform the staff member of the complaint, provide them with an opportunity to respond, and ensure they are treated fairly throughout the investigation.

Our process includes obtaining all relevant facts, verifying explanations where possible, and assessing the matter objectively. We will keep you updated on the progress of the investigation and advise you of the outcome once the review is complete.

All employee-related complaints are handled discreetly and in accordance with our internal HR policies and relevant privacy obligations.

10. Complaints Under External Investigation

If your complaint is being reviewed by a federal, state or territory consumer protection agency or law enforcement body, we may pause our investigation until the external process concludes.

We will cooperate fully with any regulatory investigation.

11. Escalation Process

If you are not satisfied with the outcome of our internal investigation, you may escalate your complaint to Australian Travel Accreditation Scheme (ATAS) which is managed by the Australian Travel Industry Association (ATIA).

You may contact ATAS by:

• Online complaint form: https://www.atas.com.au/complaints
• Phone: (02) 9287 9900
• Mail: ATAS Complaints, Level 31, 31 Market Street, Sydney NSW 2000
• Email: [email protected]

As an ATAS participant, we adhere to the ATAS Code of Conduct and cooperate fully with the external review process.

12. Your Rights Under Australian Consumer Law

You may refer your complaint to your state or territory consumer protection agency at any time. We will advise you of your rights if your complaint falls within ACL jurisdiction.

13. Policy Review

This policy is reviewed annually or sooner if:

• ATAS requirements change
• Legislation is updated
• Internal reviews identify improvement opportunities

14. Reference to Full Terms & Conditions

For comprehensive information on our service policies, customer responsibilities, cancellation rules, and dispute handling guidelines, travellers may refer to:

https://www.olankatravels.com.au/terms-and-conditions/