Cruise Connect

Complaints

Complaints Handling Polic

 

1. Objective

As a responsible travel agent, Cruise Connect is committed to maintaining and enhancing our reputation for providing high quality products and services. We value complaints as they assist us to improve our services and customer service.

We are committed to being responsive to the needs and concerns of our customers and to resolving your complaint as quickly as possible. We are committed to being consistent, fair and impartial when managing your complaint.

2. Definition of a Complaint

A complaint means an expression of dissatisfaction by a customer relating to a travel service provided by us.

3. How to Make a Complaint

If you are dissatisfied with a travel service provided by us, please contact us in one of the following ways:

  • By completing the contact form on our website (www.cruise-connect.com.au)

  • By telephoning us: 0493 246 233

  • By writing to us: PO Box 2047, Parkdale VIC 3195

  • By emailing us: complaints@cruise-connect.com.au

Our complaints management process is free of charge.

4. Information Required

To help us investigate your complaint quickly, please provide:

  • Your name and contact details

  • The nature of the complaint

  • Details of any steps you have already taken to resolve it

  • Copies of any relevant documentation

5. Our Six-Point Complaint Process

  1. We acknowledge — within 5 business days of receiving your complaint.

  2. We review — we undertake an initial review and determine what additional information may be required.

  3. We investigate — within 21 days we will investigate your complaint objectively and impartially.

  4. We respond — we will notify you of our findings and any actions taken.

  5. We take action — where appropriate we amend our business practices or policies.

  6. We record — your complaint is recorded for continuous improvement purposes.

6. Escalation — ATAS

If you are not satisfied with our proposed resolution, you may escalate your complaint to the Australian Federation of Travel Agents (AFTA) under the ATAS scheme:

  • Website: www.atas.com.au

  • Phone: (02) 9287 9900

  • Email: compliance@atas.com.au

  • Mail: Level 31, 31 Market Street, Sydney NSW 2000

Cruise Connect ATAS Accreditation Number: A19409

7. Your Rights

You reserve the right to refer your complaint to your relevant federal, state or territory consumer protection agency at any time.