FEEDBACK AND COMPLAINTS POLICY

At Pacific Palms Holidays, we have an open-door policy and welcome any feedback from our clients. Should you have a concern or complaint, we suggest initially raising your concerns with the managing agent to see they can be resolved. If you are not satisfied with the results and would like to escalate, please contact the office to discuss further. Escalated complaints should be put in writing.

• Phone: 02 6554 0500
• Email: kim@thepalms.com.au
• By Post: 209 Boomerang Drive, Blueys Beach, NSW, 2428

Your complaint will be reviewed by the Principal and the relevant staff members. The details of your complaint will be held with the strictest of confidence and should any issues of the complaint need to be discussed with outside personnel, then your authority to do so will be obtained first. It is our policy to be as unbiased and fair as possible. In some cases, a face-to-face meeting may be requested to try to find a resolution. We endeavor to resolve your complaint as quickly as possible, and you will receive acknowledgement from us within two business days of making the complaint. However, the resolution depends on the complexity of the complaint and therefore the outcome may take time. It is our objective to achieve an amicable resolution for all parties involved.