This document is Complaints Policy and Procedures.

It is part of the supporting assessment resources for Assessment Task 2 of SITXCOM005

Bridge Hotel

Complaints Policy and Procedures

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.

© Pakenham Institute Pty Ltd |RTO No. 41536 l CRICOS Code: 03941H I Website: www.pakenham.edu.au
Unit 2, 66 – 68, Main Street Pakenham VIC 3810 Australia |Phone: 0432 197 654 |Email: admission@pakenham.edu.au
Student Resources for SITXCOM005| v1.1 | Last reviewed: October 2021 | Not controlled when printed Page 1 of 2
 This document is Complaints Policy and Procedures.
It is part of the supporting assessment resources for Assessment Task 2 of SITXCOM005

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. 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.

© Pakenham Institute Pty Ltd |RTO No. 41536 l CRICOS Code: 03941H I Website: www.pakenham.edu.au
Unit 2, 66 – 68, Main Street Pakenham VIC 3810 Australia |Phone: 0432 197 654 |Email: admission@pakenham.edu.au
Student Resources for SITXCOM005| v1.1 | Last reviewed: October 2021 | Not controlled when printed Page 2 of 2