Complaints Policy

Complaints Handling

 

Policy and Procedures

 

1. Purpose of This Policy

At CJ Travel Experts, we are committed to offering exceptional travel services and genuinely welcome feedback — including complaints — as an opportunity to grow and improve.

We aim to address all concerns promptly, fairly, and with empathy. This document outlines how we manage complaints to ensure transparency, consistency, and confidentiality throughout the process.

Our key goals are to:

  • Make it easy for you to understand how to submit a complaint;
  • Ensure both clients and staff know how we handle concerns;
  • Investigate all complaints fairly and objectively;
  • Keep your personal details secure and private;
  • Treat each complaint individually, based on the circumstances.

 

2. What Is a Complaint?

A complaint is any expression of dissatisfaction about a service or experience provided by us, whether it’s related to booking, travel arrangements, customer support, or third-party suppliers.

 

3. Submitting a Complaint

If you’re unhappy with any part of your experience, we encourage you to first speak with the person you’ve been dealing with. If that’s not possible or you feel uncomfortable doing so, you can lodge a complaint through any of the following channels:

  • Via the contact form on our website
  • By phone
  • By email
  • In writing
  • In person with any of our team members

If you raise your concern verbally, we may ask you to put it in writing to ensure clarity and help with documentation.

There is no fee for lodging a complaint.

 

4. Information We’ll Need

To help us investigate your complaint efficiently, please provide:

  • Your name and preferred contact details
  • The name of the team member you’ve dealt with (if known)
  • A brief summary of your concern
  • Any steps you’ve already taken
  • Relevant conversations or correspondence
  • Any supporting documentation

We may contact you for more information during the process.

 

5. Need Help Making a Complaint?

We’re happy to assist if you need help lodging your complaint — just let us know. We aim to make the process easy and accessible for all.

 

6. How We Record Complaints

We keep a secure, confidential record of each complaint — including all details, correspondence, timelines, actions taken, and outcomes.

We also analyse complaint trends regularly to identify and address recurring issues, helping us continuously improve our services.

When third-party suppliers (like tour operators or airlines) are involved, we may need to liaise with them to resolve your issue.

 

7. Keeping You Updated

While we aim to resolve most issues immediately, more complex matters may take longer.

We will:

  • Acknowledge your complaint within 5 business days
  • Keep you updated throughout the process
  • Aim to resolve your complaint within 21 days

If there’s a delay — especially if we’re waiting on additional info from you or a supplier — we’ll let you know and provide a revised timeline.

Once resolved, we’ll provide a written summary of the outcome unless otherwise agreed.

You’re welcome to reach out for an update at any time.

 

8. Our Six-Step Approach

  1. Acknowledge – We confirm receipt of your complaint within five business days.
  2. Review – We assess your complaint and identify any additional info we need.
  3. Investigate – We conduct a fair and thorough investigation, considering all sides.
  4. Respond – We share our findings and explain any actions we’ve taken.
  5. Act – Where appropriate, we adjust internal procedures or offer redress.
  6. Record – All complaints are logged for transparency and continuous improvement.

 

9. Complaints Involving Our Staff

If your complaint concerns a staff member, we treat it seriously, fairly, and confidentially. The person involved will be:

  • Informed about the complaint
  • Given a chance to explain their side
  • Supported appropriately
  • Kept informed throughout the process

 

10. External Investigations

If your complaint is already under review by a relevant federal , state or territory consumer protection regulator or law enforcement agency, we may pause our internal process until that review is complete. We will, however, cooperate fully with any such investigation.

 

11. Escalating a Complaint

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

ATAS oversees industry standards and investigates unresolved complaints involving accredited agents like us.

To learn more or escalate a complaint, visit www.atas.com.au.

 

12. Contacting ATAS

You can reach ATAS through:

  • Online form: www.atas.com.au
  • Phone: (02) 9287 9900
  • Mail: Level 31, 31 Market Street, Sydney NSW 2000
  • Email: compliance@atas.com.au

 

13. Your Rights Under Australian Consumer Law

This complaints process does not limit your rights under Australian Consumer Law, and you may choose to contact your relevant consumer protection agency at any stage.