Complaint Handling and Dispute Resolution Process

How to Make a Complaint

Ngaro Track Pty Ltd is committed to providing a simple and transparent way for customers to raise concerns about their independent walker booking. If you experience an issue with your booking, website experience, or any interaction with our service, we encourage you to contact us so we can assist.

You can make a complaint by:
Email: [email protected]
Phone: 02 8270 8477 (limited hours only Tues-Thurs 2pm – 4pm)
Post: Ngaro Track Pty Ltd, 55 York Street, Sydney, NSW 2000

Please include as much detail as possible about your concern, including your booking reference and the outcome you are seeking. If you need assistance preparing your complaint, you are welcome to contact us and we will be happy to help.

What We Can Assist With

Ngaro Track Pty Ltd facilitates bookings only. We can assist with:
– Issues related to your booking, payment, or website experience
– Questions or concerns about booking conditions
– Errors, misunderstandings, or difficulties with your booking documentation

Please note: As we do not operate marine transfers, guided walks, or any on-island services, and we do not manage or maintain National Parks or walking tracks, any complaints relating to transport, weather impacts, track conditions, or the conduct of third-party operators must be directed to the relevant provider.

How We Handle Your Complaint

Your complaint will be reviewed by the appropriate member of our team. We will work with you to understand the issue and respond in a fair and transparent way. All complaints are handled in confidence, and we will seek your consent before sharing any details outside the organisation if required to resolve the matter.

We will give you the opportunity to explain your concern clearly and provide any supporting documents. If helpful, we may contact you to discuss the matter further so we can better understand the issue and agree on the next steps.

Timeframes

We will acknowledge your complaint within five business days.
We will provide an indicative timeline for resolution after our initial review.
We aim to resolve most matters within four business weeks. If additional time is required due to complexity or the need to liaise with external parties, we will let you know.

Possible Outcomes

If your complaint is upheld, we will consider appropriate actions, which may include:
– Correcting or updating your booking
– Providing clarification or further information
– Adjusting internal processes if your complaint highlights an area for improvement
– Other reasonable steps aligned with the nature of the issue

We will explain the reasons for our decision and the actions taken.

Information We May Need From You

To help us assess your complaint efficiently, we may ask for:
– Your name and contact details
– Your booking reference
– A clear description of the issue
– Details of any steps already taken to resolve the matter
– Copies of relevant documents (emails, receipts, screenshots)

If You Are Still Unhappy

If you believe your complaint has not been resolved fairly, you may refer the matter to your relevant state or territory consumer protection agency for further assistance. You may do this at any time.