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Avoid Holiday Hell

Don’t let a complaint turn your festive season into a fiasco!

Don't let a customer complaint turn your festive season into a fiasco

With the festive season upon us, Aussies aplenty will be embarking on their much anticipated holidays to relax and unwind. For most of them, the experience will be a long awaited highlight however odds are, you may receive a customer complaint over the silly season.

When dealing with complaints ATAS accredited members need to remember that they are required to abide by the ATAS Complaint escalation process. Not only does adherence to the process ensure compliance with the Code of Conduct but it will help staff and customers understand the process and can clarify expectations.

Hopefully, it doesn’t need to come to that. The NSW Ombudsman provides some solid advice:

“When things go wrong, many people demand no more than to be listened to, understood, respected and if appropriate given an explanation and apology. Good communication is critical – and a prompt and sincere apology will often avoid a dispute escalating and the significant time and resources that this can involve”.

All ATAS members are required to have a Complaint handling policy that is free and easy to access. The policy should incorporate the ATAS escalation process which is as follows:

  1. Stage 1 – The ATAS member is to attempt to resolve the complaint in line with their policy within 13 days.

  2. Stage 2 – If the consumer is not satisfied with the outcome of Stage 1, the complaint should be referred to AFTA for the ATAS Compliance Manager to review the complaint.

  3. Stage 3 – Where a complainant is not satisfied with Stage 2, the ATAS Code Compliance Monitoring Committee (ACCMC) will review the complaint and make a determination.

Now is the perfect time to ensure all staff are familiar with your complaint handling policy, the ATAS escalation process and Code of Conduct obligations. AFTA does provide a free complaint handling policy template if you are looking to revise your policy which is available on our website.

Wishing you all Happy Holidays and fast and effective resolutions to any complaints!


Want to know more?

Contact Naomi Menon – National Manager of Compliance and Membership > naomi@afta.com.au