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.
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:
‘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.
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:
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.
(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:
(b) Our 6 step Feedback Process
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.
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:
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
P 1300 764 097