Feedback Policy

This Feedback Policy (“Policy”) sets out L Mathias and L Mathias t/as Conference Travel Club (ABN 71 581 259 373), its successors and assignees (referred to as “we”, “us” and “our”) commitment to handling feedback given by our customers.

Please read this Policy carefully and contact us if you have any questions. Our contact details are at the end of this Policy.

1. Objective of the Policy

As a responsible conference travel service provider, we seek to maintain and enhance our reputation for providing our customers with high quality products and services. We value your feedback and take it seriously. This Policy has been designed to provide guidance to our customers on the manner in which we receive and manage your feedback. This Policy recognises the rights, warranties, guarantees and remedies conferred on customers by the Australian Consumer Law (ACL) in the Competition and Consumer Act 2010 (Cth).

The objective of this policy is to ensure:

  • You are aware of our feedback lodgement and handling processes,
  • Your feedback is investigated impartially with a balanced view of all information and evidence,
  • We take reasonable steps to actively protect your personal information,
  • Your feedback is considered on its merits considering individual circumstances and needs.

2. Definitions

‘ACL’ refers to the Australian Consumer Law set out at Schedule 2 of the Competition and Consumer Act 2010 (Cth).

‘Feedback’ refers to communication by a customer relating to a travel service offered by us and provided through a Service Provider.

‘Government body’ refers to any government entity, their representatives and agents.

‘Parties’ refers to us and the customer.

‘Service Provider’ refers to a third party that we have engaged to provide services for our customers.

3. Australian Consumer Law

As a supplier of services, we recognise the rights, warranties, guarantees and remedies conferred on customers by the Australian Consumer Law (ACL) in the Competition and Consumer Act 2010 (Cth).

We guarantee that our services are provided:

  • With due care and skill;
  • Fit for any specified purpose; and
  • Within a reasonable period of time (when no time is specified).

We acknowledge that you have a right to a remedy if our services fail to satisfy a consumer guarantee except for when a failure is due to something someone else said or did (other than our agents or employees or where that failure is beyond our reasonable control after the services were supplied.

4. Feedback Procedure

(a)   Providing Feedback

Your feedback is important to us. We seek to resolve your concerns quickly and effectively. If you have any feedback or questions about this procedure, please contact us. As a customer of Conference Travel Club, you agree to follow the following procedure when providing feedback or information about a dispute:

  • Optional – Call Lynne or Louise Mathias directly on 1300 764 097 at first instance;
  • Provide written correspondence (whether or not a telephone call was made at first instance) detailing your complete feedback, what outcome you want (if any) and what action you think will settle the matter (if relevant).  Written correspondence may be sent to us via:
  • Completing the feedback form on our website;
  • By post – Conference Travel Club, PO Box 7240 Alexandria NSW 2015; and/or
  • By email - lmathias@conferencetravelclub.com.au.
  • If you have signed our Terms and Conditions, both Parties agree to follow the dispute resolution procedure set out at Clause 10.

(b)   Our 6 step Feedback Process

  • We acknowledge – within five business days of receiving your written feedback we will acknowledge receipt of your complaint.
  • We review – we undertake an initial review of your written feedback and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.
  • We investigate – within 14 business days of receiving your written complaint we will investigate your feedback objectively and impartially, by considering the information you have provided us, our actions in relation to your dealings with us and any other information that could assist us in investigating your feedback.
  • We respond – following our investigation we will notify you of our findings and any actions we may have taken in regards to your feedback.
  • We take action – where appropriate we amend our business practices or policies.
  • We record – we will record your written complaint and all relevant communications for our records in order to improve our business practices. We will collect, store and manage your information in accordance with our Privacy Policy.        

5. Feedback relevant to our Service Providers

We engage Service Providers to provide services to our customers. The quality and professionalism of our Service Providers is important to us.  Where feedback relates to Service Providers, we will follow our feedback process (Clause 4(b)) and also communicate with Service Providers in accordance with our Privacy Policy in order to:

  • Inform them of any feedback about their performance;
  • Provide them with an opportunity to explain the circumstances; and
  • Update them on any investigation and the result.

6. Investigation by a Government Body

You have the right to refer your complaint to any relevant government body. If your complaint is currently being investigated by a government body, we may cease to take further action in relation to your feedback or dispute pending finalisation of the government agency’s investigation. We undertake to assist any government body with any reasonable requests relevant to their investigation.

7. Required Customer Information

We may need to contact you in relation to your feedback or dispute to clarify details or request additional information, where necessary. To assist us in attending to enquiry promptly, we require the following information:

  • Your name and contact details,
  • The name of the person you have been dealing with about your travel service,
  • The nature of the feedback,
  • Details of any steps you have already taken to resolve the feedback,
  • Details of conversations you may have had with us that may be relevant to your feedback,
  • Copies of any documentation which supports your feedback,

We will collect, store and manage your information in accordance with our Privacy Policy

Contact details:

L Mathias and L Mathias t/as Conference Travel Club (ABN 71 581 259 373)
Lynne Mathias and Louise Mathias
Conference Travel Club, PO Box 7240 Alexandria NSW 2015
lmathias@conferencetravelclub.com.au
P 1300 764 097