Customer Complaint Handling Policy
Effective from 14 August 2026 | Version 1
1. Purpose and principles
Good Life Tribe treats every complaint as valuable feedback, not an inconvenience. We want to make it easy for Travellers, Clients, family members, support people and members of the public to tell us when something has not gone as expected. We use complaints to put things right and to improve how we run our Tours.
Our complaint handling is guided by these principles:
Accessible: you can complain by phone, email, in person, in writing, through our feedback form or through a family member or support person.
Free: there is never a cost to raise a complaint with us.
Fair: we listen to the people involved and consider the information available before reaching a conclusion.
Timely: we aim to acknowledge and respond to complaints within clear timeframes.
No reprisal: raising a complaint will not affect how you are treated or your ability to book future Tours.
Used to improve: we review complaint trends to identify ways to improve our service.
2. What counts as a complaint
A complaint is any expression of dissatisfaction with our service, whether raised as feedback, a concern, or a formal complaint. You do not need to call it a complaint, put it in writing or use particular words. If you tell us that something went wrong or that you are unhappy with our service, we will treat it as a complaint and make sure it is followed up.
Examples include:
A Tour running late or being disorganised.
A booking or billing error.
A concern about a driver, guide or other member of a team.
A safety concern.
An accessibility need not being met.
A concern about discrimination, bullying, harassment or inappropriate behaviour.
Dissatisfaction with how a previous complaint was handled.
3. How you can make a complaint
In person or verbally to a driver or guide during a Tour.
By phone or email to a Director on 1800 225 355 or info@goodlifetribe.com.au.
By writing a letter to PO Box 3570, Manuka, ACT, 2603.
Via the Traveller Feedback form sent out electronically after a Tour.
On behalf of a client, by a family member, friend or support person. Where a Tour has been arranged through another organisation, that organisation may also raise a concern about the service.
We understand that many of our Travellers and Clients prefer speaking rather than writing. You can make a verbal complaint and you will not be asked to put it in writing.
You can also make a complaint anonymously. If you do, we may have limited ability to investigate the matter or tell you the outcome, but we will still consider the information and use it to identify potential problems.
4. What you can expect from us
We will listen respectfully and take your concern seriously.
We will treat you fairly and without blame or judgement.
We will protect your privacy and only share complaint information with people who reasonably need it to deal with the complaint, or where required or permitted by law.
We will keep you informed if your complaint takes longer than expected.
We will explain the outcome and, where appropriate, what action we are taking.
Making a complaint will not affect how we treat you or your ability to use our services.
What will happen:
1. Receive & log - Same day
We record what was raised, who raised it and when, and pass it to a director where appropriate.
2. Acknowledge - Within 2 business days
A Director acknowledges the complaint, confirms what will happen next and asks any clarifying questions.
3. Assess & triage - Within 2 business days
We assess the urgency and seriousness of the concern and identify whether another policy or external process also needs to be involved.
4. Investigate - Within 10 business days
We look into what happened and may speak with relevant people or check relevant records.
5. Resolve & respond - Within 10 business days
We provide an outcome in plain language. Depending on the circumstances, this may include an apology, refund or credit, process change or staff coaching.
6. Record & review - On resolution
We record the complaint and outcome and use complaint trends to identify improvements.
The timeframes above are our usual targets. If a complaint will take longer than these timeframes to resolve, for example, while we wait on information from a third party, we tell you why and give you a revised timeframe rather than letting the matter go quiet.
5. Serious or urgent complaints
Some complaints need a different, faster response:
Any complaint involving an immediate safety risk is actioned immediately, rather than queued for routine complaint handling.
Concerns about bullying, harassment or discrimination are handled promptly under the relevant Good Life Tribe policy and may also be raised with an external organisation at any time.
Any concern suggesting that a client may be at risk of financial or emotional exploitation will be taken seriously and may need to be escalated to relevant authorities.
If a complaint involves a Director, another Director who is not directly involved will manage the complaint where reasonably practicable. If this is not possible, we will explain the alternative arrangements.
6. You don't have to come to us first
Travellers, Clients, family members and the public are never required to raise a concern with Good Life Tribe before going to an external body.
Australian Human Rights Commission
For complaints of discrimination or harassment in the provision of our services.
ACT Human Rights Commission
For discrimination or harassment complaints under ACT law.
Access Canberra (Fair Trading)
For general consumer complaints e.g. booking, refund, or service-quality disputes under Australian Consumer Law.
ACCC
For broader consumer law issues affecting consumers nationally.
Police
For conduct that may be criminal.
000 (emergency) / 131 444 (non-emergency)
7. Privacy and confidentiality
Complaints are recorded and stored securely in accordance with our Privacy Policy. We only share information about a complaint with people who reasonably need it to assess, investigate or respond to the complaint, or where disclosure is required or permitted by law.
If someone raises a complaint on behalf of a Traveller, we will respect the Traveller’s privacy and may need to confirm what information we are able to share with that person.
Our Privacy Policy explains how we collect, use, store and protect personal information.
8. Learning from complaints
We record complaints and review trends regularly, not just individual cases. Where a complaint identifies a process problem, training need or other improvement opportunity, we will consider what needs to change and communicate relevant changes to our team.
9. Contact us
Good Life Tribe welcomes feedback, including complaints. If something has not gone as expected, please reach out to us using any of the contact options in Section 3. We value the opportunity to understand what happened, put things right, and learn from your experience.