Complaints Handling Policy and Procedures

Complaints Handling Policy and Procedures

Version 2 – September 2026

1. Objective of the policy

As a responsible tour operator, Bikestyle Tours seeks to maintain and enhance our reputation for providing high-quality cycling tours, travel experiences and customer service. We value complaints and feedback as they help us improve our tours, services and business practices.

We are committed to being responsive to the needs and concerns of our customers and potential customers and to resolving complaints as quickly as reasonably possible.

This policy provides guidance to both our customers and staff on how we receive, investigate and manage complaints. We are committed to being consistent, fair and impartial when managing a complaint.

The objective of this policy is to ensure:

• You are aware of our complaint lodgement and handling processes;
• Both you and our staff understand our complaints management process;
• Your complaint is investigated impartially, taking into account all relevant information and evidence;
• We take reasonable steps to protect your personal information; and
• Your complaint is considered on its merits, taking into account individual circumstances and needs.

2. Definition of a complaint

In this policy, a complaint means an expression of dissatisfaction by a customer relating to a travel service, booking, tour or other service provided by Bikestyle Tours.

3. How a complaint can be made

If you are dissatisfied with a service provided by Bikestyle Tours, we encourage you to first speak directly with the staff member or guide you have been dealing with, where you feel comfortable doing so.

Many issues can be resolved quickly, particularly when raised while a tour is underway.

If the issue cannot be resolved at the time, or you would prefer to make a formal complaint, you can contact us in any of the following ways:

• By email: tours@bikestyletours.com
• By telephone: +61 407 579 404
• By post: Bikestyle Tours, 32 Lakelands Drive, Merrimac QLD 4226, Australia
• In person by speaking with a member of our team.

If we receive your complaint verbally and consider it appropriate, we may ask you to provide details of your complaint in writing to assist with our investigation.

Our complaints management process is free of charge.

4. Information that will help us

When investigating your complaint, we will rely on information provided by you as well as information we may already hold.

We may need to contact you to clarify details or request additional information. To help us investigate your complaint efficiently, please provide as much relevant information as reasonably possible, including:

• Your name and contact details;
• The tour or booking your complaint relates to;
• The name of any Bikestyle Tours staff member or guide you have already dealt with about the matter;
• The nature and details of your complaint;
• Details of any steps already taken to resolve the issue;
• Details of relevant conversations you have had with us; and
• Copies of relevant documents, photographs or other information that may support your complaint.

5. Help when making a complaint

The person receiving or managing your complaint will provide reasonable assistance where required to help you make your complaint.

If you require additional assistance, please let us know when lodging your complaint.

6. Recording complaints and protecting your information

When we receive a complaint, we will record relevant information including your name and contact details, the nature of your complaint, relevant dates and communications, the outcome of our investigation and any actions taken.

Complaints may also be reviewed by Bikestyle Tours management to identify trends and opportunities to improve our tours, services and business practices.

Personal information collected or used in connection with a complaint will be handled in accordance with our Privacy & Confidentiality Policy.

Where reasonably necessary to investigate or resolve a complaint, we may need to share relevant information with a hotel, transport provider, bike hire provider, guide, destination partner, activity provider or other supplier involved in your booking.

We seek to limit any information shared to what is reasonably necessary for that purpose.

7. Feedback and response to customers

We aim to resolve issues at the first point of contact wherever reasonably possible. Where this is not possible, we will follow our formal complaints process.

We will acknowledge receipt of your complaint within 5 days and keep you informed of the progress of your complaint.

We aim to investigate and provide an outcome within 21 days of receiving your complaint.

If we are unable to finalise your complaint within 21 days, we will explain the reason for the delay and advise you when we reasonably expect to provide an outcome.

Where we require additional information or documentation from you, the time required to investigate the complaint may be affected until that information is received.

Once we have finalised our investigation, we will advise you of our findings and any action we propose to take. This will generally be provided in writing unless we mutually agree that it can be provided verbally.

You may contact us at any time to ask about the status of your complaint.

8. Our six-point complaint process

We acknowledge – Within 5 days of receiving your complaint, we will acknowledge receipt.

We review – We undertake an initial review and determine whether any additional information or documentation is required.

We investigate – We investigate your complaint objectively and impartially, considering the information you have provided, our records and any other relevant information.

We respond – Following our investigation, we advise you of our findings and any action we propose to take.

We take action – Where appropriate, we take reasonable steps to resolve the matter and may amend our business practices or procedures.

We record – We record complaints and their outcomes to support continuous improvement and monitoring.

9. Complaints about staff, guides or contractors

If your complaint relates to a Bikestyle Tours staff member, guide or contractor, we will treat the matter confidentially, fairly and impartially.

We will investigate the relevant circumstances, which may include speaking with the people involved and reviewing relevant information.

The person who is the subject of the complaint will be provided with an appropriate opportunity to respond to the matters raised.

10. Complaints being investigated by a regulator or law enforcement agency

If your complaint is also being investigated by a relevant federal, state or territory consumer protection regulator or law enforcement agency, we may need to modify or temporarily suspend our investigation where appropriate.

Bikestyle Tours will cooperate with relevant agencies as required.

11. Complaint escalation process

Where possible, we will attempt to resolve your complaint directly through our internal complaints process.

Bikestyle Tours is currently progressing its accreditation under the Australian Travel Accreditation Scheme (ATAS), administered by the Australian Travel Industry Association (ATIA).

Once our ATIA Accreditation is confirmed, customers who are not satisfied with the outcome of our internal complaints process may be able to escalate an eligible complaint to ATIA for external review in accordance with the ATAS complaints process.

The ATAS complaints process may include:

Stage 1 – Bikestyle Tours

We investigate and attempt to resolve your complaint through our internal complaints process.

Stage 2 – ATIA Compliance Manager

If you are not satisfied with our proposed resolution and the complaint is eligible, you may escalate the complaint to the ATIA Compliance Manager for external review.

Stage 3 – ATIA Complaint Appeal Committee

Where applicable, a complaint may subsequently be considered by the independent ATIA Complaint Appeal Committee (ACAC) in accordance with the ATAS complaints process.

Further information about ATIA, ATAS and the complaints process is available at www.atas.com.au.

12. Your other rights

You are not required to use Bikestyle Tours' internal complaints process or, once applicable, the ATAS complaints process before exercising other rights available to you.

You may contact an applicable federal, state or territory consumer protection agency, court or tribunal at any stage.

Nothing in this policy limits any rights or remedies available to you under the Australian Consumer Law or other applicable law.

13. Continuous improvement

Bikestyle Tours values feedback from our guests and uses complaints to help identify opportunities to improve our tours, guest communications, suppliers and internal processes.

Where appropriate, complaints and their outcomes will be reviewed by management and reasonable corrective or preventative action taken.

14. Contact Bikestyle Tours

If you have a complaint, concern or would like further information about our complaints process, please contact:

Bikestyle Tours
GILL VELO OP CO PTY LTD trading as Bikestyle Tours
ABN: 71 627 386 038

Email: tours@bikestyletours.com

Phone: +61 407 579 404

Post: 32 Lakelands Drive, Merrimac QLD 4226, Australia

Version 2 – September 2026