Weipa Camping Ground

Complaints Handling Process

Weipa Camping Ground is committed to providing a high level of customer service and values feedback as an opportunity to improve. This process outlines how we handle customer complaints in a fair, timely, and respectful manner.

1. Initial Complaint

Listen to the customer respectfully, ensuring the complaint is heard in a fair and impartial way.
If the complaint is received in writing, acknowledge receipt within 24–48 hours.
Ensure our name and contact details remain clearly visible and accessible on our website and social media channels for ease of contact.
Record the complaint in writing, obtaining all relevant details. Anonymous complaints will not usually be actioned unless they raise serious safety or legal concerns.
Aim to resolve the matter promptly at this first stage wherever possible.
If the complaint cannot be resolved, escalate it to management.
Acknowledge that staff have the right to work in a safe environment and be protected from unreasonable, aggressive, or abusive behaviour.

2. Escalated Complaint

Staff must provide management with all details of the complaint, including any relevant evidence or correspondence.
Management will acknowledge receipt of the escalated complaint and inform the customer of the steps being taken to address it.
Management will aim to resolve escalated complaints within 14 days where possible.
If more time is required, the customer will be updated regularly on progress.

3. Complaint Resolution

Management will clearly explain the outcome of the investigation to the customer in plain language.
Any errors or issues caused by the park will be addressed willingly and without unnecessary delay.
Management will inform the customer of any improvements or changes being implemented as a result of their feedback, if relevant.
A follow-up may be conducted to confirm customer satisfaction and maintain goodwill.

4. Recordkeeping & Confidentiality

All complaints, actions taken, and resolutions will be documented and stored securely for a minimum of two years to help identify patterns and improve services.
All personal information will be handled in accordance with Australian Privacy Principles.

5. Further Action

If a customer is dissatisfied with the outcome, they may request the matter be reviewed by an external body such as the Queensland Office of Fair Trading or a relevant tourism association.

6. Continuous Improvement

All staff will receive training in complaint handling, including de-escalation techniques and dealing with unreasonable conduct.
This complaints handling process will be reviewed annually to ensure it remains effective and in line with best practice.

Endorsed By

The Weipa Camping Ground Management Team.