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Feedback and Complaints

At Discovery Holidays we are committed to continuous improvement and value the opportunity to receive feedback from our customers and guests. We believe that each guest or customer is free to provide any feedback, make complaint or raise any grievance they may have regarding our services or
products, and to have those grievances addressed promptly and fairly.

OUR SIX POINT COMPLAINT PROCESS

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 and determine 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, by considering the information you have provided us, 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.

We record – we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.

How a complaint can be made

If you are dissatisfied with the service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:

By completing a feedback form this website

By telephoning us : 1800 290 996

By writing to us:
General Manager
Social Solutions WA, Level 2, Building C, 355 Scarborough Beach Road
Osborne Park WA, 6017

By emailing us: info@discoveryholidays.com.au

Getting assistance to lodge a complaint.

If you need assistance and require independent advocacy or advice you can access a free service through People with Disabilities in Western Australia. 

PWdWA provides non-legal advocacy to people with disabilities. Advocacy is the process of standing alongside individuals to ensure that people are able to speak out, to express their views and uphold their rights. 

Phone: (08) 9420 7279   

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What if Your Complaint is not resolved?

If we are unable to resolve your concern or complaint, then you should seek further support. You may seek support from family, a friend or an independent advocate in making a complaint.

A complaint can be made to the NDIS Commission by:
● Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
● National Relay Service and ask for 1800 035 544.
● Completing a complaint contact form . NDIS COMPLAINT CONTACT FORM
The NDIS Commission can take complaints from anyone about:
● NDIS services or supports that were not provided in a safe and respectful way
● NDIS services and supports that were not delivered to an appropriate standard
● how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant