Policy & Procdures

SACRED MUSIC TOURS

Complaint Handling Policy & Procedures

DEFINITION

In this policy, a complaint refers to an expression of dissatisfaction by a customer regarding a travel service provided by Sacred Music Tours (“SMT”).

HOW TO FILE

If you are dissatisfied with a travel service provided by SMT, you should consider speaking directly with the staff member 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 file a complaint with SMT in one of the following ways:

If we receive your complaint verbally and consider it appropriate, we may request that you put your complaint in writing.

INFORMATION

While investigating your complaint, we will rely on the information you provide and any information we already hold. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently, we will ask you for the following information:

  • Your name and contact details.

  • The nature of the complaint.

  • Details of any steps you have already taken to resolve the complaint.

  • Details of conversations you may have had with us that may be relevant to your complaint.

  • Copies of any documentation that supports your complaint.

FILING COMPLAINTS

The person receiving or managing your complaint should provide you with any assistance you may need to make your complaint. However, if you consider you need further assistance, please inform us of this at the time you are lodging your complaint.

We will record your name and contact details. We will also record all details of your complaint, including the facts and the cause/s of your complaint, the outcome, and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us. 

As part of our ongoing improvement plan, management will monitor complaints for any identifying trends and take corrective or remedial action to mitigate any issues that are identified.

We will record your personal information solely to address your complaint. Your personal details will actively be protected from disclosure, unless you expressly consent to their disclosure.

If a third-party travel supplier or vendor was involved in your travel services, we may need to contact them to thoroughly investigate your complaint.

RESPONSES

We are committed to resolving your issues at the first point of contact; however, this may not always be possible. In such cases, a more formal complaints process will be followed. 

We will acknowledge receipt of your complaint within three (3) business days and keep you informed of the progress of your complaint throughout our complaint resolution process. 

We are committed to resolving your complaint within 10 business days of receiving it; however, this may not always be possible. If we cannot resolve your complaint within the specified time frame, we will inform you of the reason for the delay and specify a date by which we expect to finalize your complaint.

During the investigation of your complaint, we may need to request further clarification or documentation from you to assist in resolving your issue.

If we have requested clarification or documentation from you and are awaiting your response, we may not meet our 10-business-day finalization goal. In such cases, once we receive your clarification or documentation, we will inform you of the expected completion date for your complaint.

Once we have finalized your complaint, we will inform you of our findings and any actions taken. We will do this in writing unless it has been mutually agreed that we can provide it to you orally.

You have the right to inquire about the current status of your complaint at any time by contacting us.

SMT COMPLAINT PROCESS

  • Within three business days of receiving your complaint, we will acknowledge receipt of your complaint.

  • 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.

  • 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.

  • Following our investigation, we will notify you of our findings and any actions we may have taken in response to your complaint.

  • Where appropriate, we will amend our business practices or policies.

  • We will record your complaint as part of our continuous improvement process and monitoring, which will be conducted through regular reviews. Your personal information will be recorded in accordance with relevant privacy legislation.

COMPLAINT ABOUT A SMT EMPLOYEE

If you complain about a member of our staff, we will treat your complaint confidentially, impartially, and equally (giving equal treatment to all people). We will thoroughly investigate your complaint by gathering relevant facts, speaking with the appropriate individuals, and verifying explanations where possible.

We will also treat our staff member objectively by:

  • Informing them of any complaint about their performance.

  • Providing them with an opportunity to explain the circumstances.

  • Providing them with appropriate support.

  • Updating them on the complaint investigation and the result.

Contact Us

(614) 395-7783