Holidays Center Australia is committed to providing the highest level of customer service. We take all feedback seriously and have developed this policy to ensure that
complaints are handled in a fair, timely, and respectful manner.
- How to Submit a Complaint Complaints can be submitted via email to:
info@holidayscenter.com
Please include your full name, contact details, booking reference (if applicable), and
a clear description of the issue.
- Acknowledgment We will acknowledge receipt of your complaint within 2 business days.
- Investigation and Resolution Timeline All complaints will be investigated
thoroughly. We aim to resolve most issues within 10 business days. If further time is
required, we will keep you informed of progress and reasons for any delay.
- Resolution Process Once your complaint has been reviewed:
- We will provide a written response including any findings or actions taken.
- Where appropriate, we may offer remedies such as refunds, rebooking, or compensation.
- Escalation If you are not satisfied with the outcome of your complaint:
- You may request escalation to a senior staff member for further review.
- If still unresolved, you may refer your complaint to the Australian Travel Industry.
ATIA monitors our compliance with the ATAS Code of Conduct and provides an independent complaint resolution process. Visit www.atas.com.au for more information.
- Confidentiality All complaints will be handled with strict confidentiality and in accordance with our Privacy Policy: https://holidayscenter.com/privacy-policy
- Continuous Improvement Feedback from complaints is used to improve our
services. We review complaint trends and adjust policies or staff training where
needed.
For questions about this policy or to submit a complaint, contact:
info@holidayscenter.com
