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SITXCOM010 Complaints Policy and Procedures

Bridge Hotel is committed to fair complaint handling and resolution. All complaints will be recorded and used to improve services. Staff will try to resolve complaints respectfully and involve supervisors if needed. If unresolved, complaints will be escalated to management within two days. Customers' privacy will be protected according to Australian privacy laws.

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45 views2 pages

SITXCOM010 Complaints Policy and Procedures

Bridge Hotel is committed to fair complaint handling and resolution. All complaints will be recorded and used to improve services. Staff will try to resolve complaints respectfully and involve supervisors if needed. If unresolved, complaints will be escalated to management within two days. Customers' privacy will be protected according to Australian privacy laws.

Uploaded by

yay
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SITXCOM010 Manage conflict Complaints Policy and Procedures

Complaints Policy and Procedures –


Bridge Hotel
Policy purpose
We value complaints, as they help us to improve our products, services and customer service.
This policy has been designed to assist both customers and staff.
Bridge Hotel is committed to consistent, fair and confidential complaint handling and to resolving
complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are
dissatisfied and we will treat all customers making a complaint equally.
Our complaint handling policy and procedure is included on our web site.

Definition of a complaint
Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer
or member of the public in relation to our business.

Responding to complaints
All people making a complaint will be treated with courtesy. Where possible, complaints will be
resolved at the first point of contact.
If appropriate to the complaint, frontline staff can offer an immediate rectification to the complaint by
resolving the complaint there and then. For example, if there is an error or omission in information
provided, this should be immediately rectified. If the customer requests a refund or discount, this will
need to be confirmed by the supervisor at their discretion.
Where issues with meals have been provided, the meals must be returned to the kitchen and the
customer provided with another meal of their choice. If the customer refuses the meal, the supervisor
will need to determine the applicability of a discount or refund. Refunds will be offered in the following
situations, as approved by the supervisor:

 misconduct by any staff member, including any inappropriate behaviour,

 actions by staff that could put the health and safety of customers at risk

During conflict situations such as these, the supervisor may approach and engage with the customer
and the involved staff in an attempt to stop the conflict from escalating.
All complaints must be recorded in the Complaints Register to inform continuous improvement.

Dealing with difficult customers


Where situations escalate and customers become difficult (such as swearing or disturbing other
patrons), it is recommended that the staff request that they come with them to a quieter area (such as
the office area) to discuss the situation further.
Where any customer threatens staff or demonstrates any violent behaviour, venue security is to be
called immediately. Bridge Hotel does not condone any acts of violence, whether perceived or actual.

File Name:
© Starford College
SITXCOM010 Revised Date: Version:
Page:1
RTO:45769 | CRICOS:03957M Complaints Policy and 18/07/2023 1.0
Procedures
SITXCOM010 Manage conflict Complaints Policy and Procedures

The safety and wellbeing of our staff and our customers is priority and any person who breaches the
conditions of entry to our premises will be dealt with firmly and swiftly.
The customer should be informed that security has been called due to their inappropriate behaviour
and they should be given a further request/opportunity to leave before security arrive.
Once security arrive, staff must retreat from the situation and let security handle the customer.

Escalation of complaints
If a complaint cannot be resolved by the usual complaint process, it should be referred to the Hotel
Manager and the customer will be informed and given an amended timeframe for resolution, generally
no more two days to receive an outcome.
The supervisor must liaise with administrative staff and provide them with all details of the complaint
so that this can be recorded in a letter to the customer. This should include provision of the
Complaints Register. The administrative staff will liaise with senior management to determine further
avenues for resolution. The supervisor and staff should be available to discuss the situation and do so
honestly and transparently.
If we cannot resolve the complaint to the customer’s satisfaction, we will inform them about where
they can take further action i.e. Consumer Affairs. We will provide contact details for this.

Confidentiality and privacy


Bridge Hotel is committed to the protection of customer personal information. All dealings with
customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the
Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice and will underpin all
matters related to personal information at Bridge Hotel. Bridge Hotel also has a Privacy Policy in
accordance with that Act.

Privacy complaints
Individuals who feel that Bridge Hotel may have breached their privacy or our Privacy Policy, are
welcome to contact Bridge Hotel in writing either by email, fax or letter.

File Name:
© Starford College
SITXCOM010 Revised Date: Version:
Page:2
RTO:45769 | CRICOS:03957M Complaints Policy and 18/07/2023 1.0
Procedures

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