COMPLAINTS HANDLING POLICY
At Tangalooma Island Resort, any complaints received against the Resort, its service providers or our guests are taken seriously, and we deal with your issue thoroughly and fairly.
It is the policy of Tangalooma Island Resort to address all complaints, in a professional and timely manner, to ensure that a satisfactory outcome is achieved for all parties concerned, and that any opportunities for improving Tangalooma Island Resort’s services are adopted where practical as per our own commitment to continual improvement.
Complaints Handling Process
Guests are encouraged to raise any issues or complaints directly with staff at the time and place that any issue takes place. Junior staff, who are unable to satisfy guest complaints are directed to escalate any complaints to their line managers. Senior and middle management across the Resort and its departments are empowered and encouraged to promptly liaise with guests to find a fair and appropriate solution to guest complaints in a timely manner, as part of the Customer Focus Program.
If a complaint cannot be handled at the time the issue occurs, guests can escalate their feedback directly to Tangalooma Island Resort in writing, directed to Resort Management (or to the manager of the specific department the issue concerns) by submitting a general enquiry in the Contact us page of Tangalooma.com
Tangalooma Island Resort’s complaints handling process:
• If the guests requires a response, receipt of complaint will be acknowledged in writing
• All complaints will be reviewed by relevant departmental management to ensure that we fully understand the concerns
• Where appropriate we will conduct an investigation into areas of concern and keep the client up to date with progress
• On completion of the investigation we will provide the complainant with a full response in writing (or personal telephone call where appropriate).
Appeals Process
If the guest provides further information or lodges further complaints after receiving a response, the complaints handling process is enacted again, with new information used to assess the required investigative response and guest response resolution.
If a guest is still dissatisfied with the outcome of a complaint, the issue is escalated to a Resort Executive Director, who will contact the complainant with a personal phone call or email, and/or escalate further action as required.
This policy will be reviewed by the Chief Executive Officer no less than every three years.
Additional Information
If you have any questions about this complaints policy or dealings with Tangalooma Island Resort, please contact us at:
P +61 7 3637 2000
Last updated 5 June 2023 | Last Reviewed 29 January 2025