At Wendy Wu Tours we are committed to ensuring that complaints are dealt with 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.
To do so, we have developed a complaints handling procedure that will be followed by our staff:
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
In order to ensure that we properly understand your complaint, we will require you to provide this to us in writing with as much relevant information as possible. This will be recorded and will be passed on to an appropriate person for action.
We 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. This is a process that can take time, as there are various parties that we may need to liaise with.
We demonstrate our commitment to 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.
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 02 9224 8811.