Complaint Handling

Complaints Handling Policy (updated 2025)

1. Introduction

Australia and Beyond Holidays is committed to providing high-quality products and services to our customers. We recognise that from time to time, our customers may be dissatisfied with the service or product they have received. We take all complaints seriously and strive to resolve them in a fair, efficient, and timely manner. This policy outlines the process we follow to handle complaints and ensure compliance with relevant Australian Consumer Law, including the Australian Consumer Law (ACL), which is part of the Competition and Consumer Act 2010 (Cth) and applicable state legislation in New South Wales.

2. Purpose

The purpose of this policy is to provide a clear and transparent framework for addressing customer complaints. It ensures that we handle complaints in a way that is consistent with consumer rights under Australian law and demonstrates our commitment to resolving disputes effectively.

3. Scope

This policy applies to all complaints lodged by customers relating to the goods and services provided by AABH. Complaints can be made in relation to:

• Faulty or defective products
• Misleading or deceptive conduct
• Poor service or unsatisfactory experiences
• Failure to meet consumer guarantees under the Australian Consumer Law
• Any other issues related to our products or services

4. How to Make a Complaint

Customers can lodge complaints via the following channels:

• Email: complaints@aabh.com.au or Complaints@nzabh.co.nz
• Phone: +61 3 70021830
• Online Form: www.aabh.com.au
• Post:
• Level 1, 106 Little Lonsdale St, Melbourne, VIC 3000
  (Please note that this is our registered office address for complaints handling. We can arrange for complaints to be handled in a manner that best suits your location and needs.)

5. Complaint Handling Process

Once a complaint is received, we will:

• Acknowledge receipt of the complaint within 5 business days.
• Investigate the complaint thoroughly, gathering all relevant information and discussing the matter with all involved parties.
• Keep the customer informed throughout the process of the complaint’s status and progress.
• Resolve the complaint in a timely and fair manner within 30 days from the date of receipt. In the case where more time is required, we will inform the customer of the delay and provide an estimated timeframe for resolution.
• Offer a fair and equitable solution, which may include a refund, replacement, repair, or another remedy as required under the Australian Consumer Law.

6. Consumer Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), consumers have the right to request remedies when goods or services do not meet certain guarantees. These include:

• The right to a repair, replacement, or refund for faulty products.
• The right to compensation for damages or loss caused by faulty goods or services.
• Protection against unfair contract terms and misleading or deceptive conduct.

If a complaint is resolved through a refund, replacement, or repair, we will adhere to the consumer’s rights and make sure the appropriate remedy is provided in compliance with the ACL.

7. Escalation of Complaints

If a customer is not satisfied with the resolution of their complaint, they may escalate the matter to an external body such as:

• Fair Trading NSW: https://www.fairtrading.nsw.gov.au/
• Australian Competition and Consumer Commission (ACCC):  https://www.accc.gov.au/

Consumers also have the right to lodge a formal complaint with the NSW Civil and Administrative Tribunal (NCAT) for further review.

8. Confidentiality and Privacy

All complaints will be handled with the utmost confidentiality. Information related to a complaint will not be shared without the customer’s consent unless required by law.

9. Monitoring and Review

We will review complaints and our handling process regularly to ensure compliance with applicable consumer law and to continuously improve our customer service.

10. Contact Us

If you have any questions or concerns about this policy, please contact us at:

• Email: [complaints@aabh.com.au, complaints@nzabh.co.nz
• Phone: +61 3 70021830
• Office Address: Level 1, 106 Little Lonsdale St, Melbourne, VIC 3000