How to raise an issue or make a complaint
At UTracks, we respect and value your opinion. We aim to make it easy for you to come to us with feedback – be it positive or negative in nature – and bring complaints to our attention.
In the unlikely event that you have a problem or complaint during your trip, please speak with our local representative without delay. We cannot fix things once you have returned. If after advising our representative the problem is still apparent and has not been resolved to your satisfaction please explain this to them and also contact our office (if possible) for further advice. We ask that you write an account of the events. Please do not wait until the trip is completed before bringing any matter to our attention as 99% of problems are easily and quickly resolved locally without affecting your enjoyment. UTracks and our European partners are committed to ensuring you have the best holiday experience and we will do our best to resolve any problem in a timely manner.
If you are unsatisfied with the resolution on a trip, you can then make a complaint to us on your return by:
· telephone: 1300 303 368 or +61 2 8270 8488
· email: [email protected]
· post: Level 5, 71 York Street, Sydney, NSW, 2000
Please provide as much detail as possible, including your ideal outcome, so that we can process your complaint as thoroughly as possible. If you need help describing or sending your complaint, or if you would like to discuss your concerns informally prior to you lodging your complaint, please don’t hesitate to contact us using one of the above methods.
Our complaints process explained
Your complaint will be passed on to the appropriate internal consultant or manager. This person will work with you and relevant internal and external parties to ensure that the issues you raise are thoroughly examined and that your complaint is handled efficiently.
We take complaints very seriously and treat them with the strictest confidence. If we need to discuss any issues arising from your complaint with an external party, we will be sure to obtain your prior consent.
Our aim is to give you the fairest possible opportunity to explain your case, which is why we ask you to make your initial complaint as clear and detailed as possible. Depending on the nature of the complaint, we may wish to meet you in person to discuss your concerns and attempt to find a satisfactory solution.
How long does the process take?
We will aim to resolve your complaint in the shortest possible time-frame. However, this will depend on the nature and complexity of the issues you have raised. We will send you an acknowledgement of receipt of your complaint within five business days. We will also indicate how long it may take us to investigate your complaint. We aim to finalise all complaints within four business weeks.
What action may be taken?
If we decide that your complaint is justified, we will then decide what action we should take. We always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
Some of the things we might do to resolve your complaint include:
· taking steps to rectify your problem or issue
· giving you additional information or advice so you can understand what happened or how your complaint has been dealt with
· taking steps to change our policies if your complaint identifies a procedural problem
· interviewing other members of the group to canvass their views
Information we require from you
When we investigate your complaint we will be relying on information provided by you in addition to information we already have. As such, we may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint efficiently we will ask you for the following information:
· your name and address
· the name of the UTracks agent or external travel agent
· the nature of the complaint
· details of any steps you have already taken to resolve the complaint
· details of conversations you may have had with us or a third party that may be relevant to your complaint
· copies of any documentation which supports your complaint
What if you're not satisfied?
In the event that it isn't possible to resolve your complaint to your satisfaction, you may wish to escalate the matter. You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.