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Feedback and Complaints

Discovery Holidays Complaints Process

At Discovery Holidays, we are committed to continuous improvement and value all feedback from our guests and customers. We encourage open communication and believe everyone has the right to provide feedback, raise concerns, or make a complaint about our services or products. We are dedicated to addressing all grievances promptly, fairly, and transparently.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to first speak directly with the staff member involved. If you are uncomfortable doing so or feel your concerns have not been resolved, you can lodge a complaint using one of the following methods:

  • Online: Complete the feedback form on our website.
  • Phone: Call us at 0421 818 289.
  • Mail: Write to us at:
    General Manager
    PO Box 793, Cloverdale WA 6985
  • Email: Send your concerns to info@discoveryholidays.com.au

Our Six-Step Complaints Process

  1. Acknowledgment – We will acknowledge receipt of your complaint within three business days.
  2. Review – We will assess your complaint and may contact you for further details or supporting information.
  3. Investigation – Within 10 business days, we will objectively and impartially investigate your complaint, considering all relevant information.
  4. Response – Once the investigation is complete, we will inform you of our findings and any actions taken.
  5. Action – If necessary, we will adjust our business practices or policies to prevent similar issues in the future.
  6. Record Keeping – Your complaint will be documented as part of our ongoing quality improvement efforts while ensuring compliance with privacy legislation.

Need Assistance?

If you require support in lodging a complaint, People with Disabilities WA (PWdWA) offers free, non-legal advocacy services to help individuals express their concerns and uphold their rights.

📞 Phone: (08) 9420 7279

We appreciate your feedback as it helps us enhance our services and ensure the best experience for all our guests.  

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What if Your Complaint is not resolved?

If we are unable to resolve your concern or complaint, then you should seek further support. You may seek support from family, a friend or an independent advocate in making a complaint.

A complaint can be made to the NDIS Commission by:
● Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
● National Relay Service and ask for 1800 035 544.
● Completing a complaint contact form . NDIS COMPLAINT CONTACT FORM
The NDIS Commission can take complaints from anyone about:
● NDIS services or supports that were not provided in a safe and respectful way
● NDIS services and supports that were not delivered to an appropriate standard
● how an NDIS provider has managed a complaint about services or supports provided to an NDIS participant