At Wendy Wu Tours we are committed to ensuring that all staff deal with complaints efficiently and fairly. We wish to work in a cooperative and productive way with our customers and staff to ensure that complaints are handled to the satisfaction of the complainant and our company.
In order to demonstrate this commitment to our customers we have developed a detailed complaints handling procedure that will be followed by our staff to ensure that your complaint is handled:
with fairness – to both the complainant and our company, or the person against whom the complaint is made; and
with adequate resources – to ensure that the matter is resolved efficiently and to our customer’s satisfaction.
We also demonstrate our commitment to proper complaints handling by publishing this policy so that consumers are aware of our approach and also by making a copy of this policy available to consumers, staff and any other interested parties upon request. If you require further explanation of this policy, we will be pleased to do so upon request.
In order to ensure that we properly understand your complaint, we will require you to provide as much relevant information as possible to the staff member who receives your complaint in writing. This will be recorded and will be passed on to an appropriate person for action.
You will receive a response from the person assigned to handle your complaint within 5 business days of the complaint having been received. We will also endeavour to provide detail as to the steps taken to investigate your complaint and will suggest an appropriate time frame for when fair and reasonable remedies will be advised in order to resolve the situation.
To assist us with our goal of continuous improvement, we will keep a record of all complaints made and the outcome. This will allow us to appropriately deal with any systemic or recurring problems that may occur within our company.
If you are dissatisfied with the handling of your complaint, you may seek a review of the matter by contacting our Compliance Officer on +61 2 9224 8811.