Complaints Policy
Complaints Policy
Objective of the Policy
At EpicBali, we are committed to delivering exceptional service and experiences to our valued customers. We understand that, occasionally, concerns or issues may arise. This Complaints Policy outlines our commitment to addressing and resolving complaints effectively and efficiently, ensuring that our customers' feedback is heard and addressed in a fair and transparent manner.
- You are aware of our complaint lodgement and handling processes,
- Both you and our staff understand our complaints handling process,
- Your complaint is investigated impartially with a balanced view of all information and evidence,
- Your complaint is considered on its merits taking into account individual circumstances and needs
Definition of a Complaint A complaint is defined as any expression of dissatisfaction with our services, actions, or interactions that a customer brings to our attention, seeking resolution.
How a Complaint Can Be Made Customers can make complaints through the following channels:
- Email: Send an email to [Complaints Email Address].
- Website: Visit our website at [Website URL] and navigate to the "Contact Us" section to submit a complaint.
The Information You Will Need to Tell Us When making a complaint, please provide the following information to help us understand and address your concern effectively:
- Your contact details.
- A clear description of the issue or concern.
- Any relevant documents or evidence that support your complaint.
Help When Making a Complaint Our customer service team is available to assist you in making a complaint and guiding you through the process. If you require assistance or have questions, please do not hesitate to reach out.
Recording Complaints All complaints received will be recorded for continuous improvement and monitoring purposes. Your personal information will be handled in accordance with relevant privacy legislation.
Feedback to Customers We are committed to keeping you informed throughout the complaints resolution process. You will receive updates at key stages, including acknowledgment, investigation, findings, and actions taken.
Our Six-Point Complaint Process We follow a structured six-point process to address and resolve complaints efficiently and fairly:
- We Acknowledge: Within three business days of receiving your complaint, we will acknowledge receipt of your complaint.
- We Review: We undertake an initial review of your complaint, determining 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 10 business days of receiving your complaint, we will investigate your complaint objectively and impartially. This includes considering the information you have provided, our actions in relation to your dealings with us, and any other information that could assist us in investigating your complaint.
- We Respond: Following our investigation, we will notify you of our findings and any actions we may have taken in regards to your complaint.
- We Take Action: Where appropriate, we amend our business practices or policies based on the outcomes of the investigation to prevent similar issues from recurring.
- We Record: We will record your complaint for our continuous improvement process and monitoring through regular review. Your personal information will be recorded in accordance with relevant privacy legislation.
Complaints Under Investigation by a Regulator or Law Enforcement Agency
In cases where your complaint is under investigation by a regulatory or law enforcement agency, we will cooperate fully with their inquiries while continuing to communicate with you regarding the status and progress of your complaint.
At EpicBali, we value your feedback and are dedicated to resolving any concerns promptly and fairly. If you have any questions or require assistance with the complaints process, please do not hesitate to contact us.Thank you for choosing EpicBali, and we appreciate the opportunity to address and improve upon any issues that may arise.