Legal
Complaints Handling Policy and Procedures
Last updated 31 October 2026
In this policy, a complaint means any expression of dissatisfaction with Explore Africa's website, planning service, communications or team.
1. Our commitment
Explore Africa welcomes complaints and treats them as an opportunity to correct problems and improve the service. We aim to make the process accessible, fair, timely and respectful. Making a complaint will not affect how we respond to you in the future.
2. What this policy covers
You can complain about Explore Africa's website content, trip-planning tools, communications, privacy practices, accessibility or the conduct of our team. Explore Africa provides travel planning information and handles enquiries. We do not book or take payment for travel services on this website. Bookings are made directly with the accommodation or travel provider.
3. Objective of the policy
We are committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. This policy has been designed to guide both our customers and staff on how we receive and manage your complaint. We are committed to being consistent, fair and impartial when managing your complaint. The objective of this policy is to ensure: You are aware of our complaint lodgement and handling processes. Both you and our staff understand our complaints management process. Your complaint is investigated impartially with a balanced view of all information and evidence. We take reasonable steps to actively protect your personal information; and Your complaint is considered on its merits considering individual circumstances and needs.
4. How to make a complaint
You can make a complaint in any of these ways: • through the form on our Contact page (linked at the bottom of every page), saying that it is a complaint; • by email to enquiries@exploreafrica.com.au; • by phone on +61 416 137 632. Making a complaint is free. To help us look into it quickly, please tell us: • your name and contact details; • what the complaint is about, with page links where relevant; • any steps you have already taken to resolve it; and • anything else that supports your complaint. If you need help making a complaint, let us know and we will assist. If you complain by phone, we may ask you to confirm the details in writing.
5. What happens next
We aim to resolve complaints at the first point of contact. Where that isn't possible, we will acknowledge your complaint within 5 days, keep you informed of progress, and give you our findings and any action we propose.
6. Feedback to customers
We are committed to resolving your complaint within 21 days of you lodging your complaint, however, this may not always be possible on every occasion. Where we have been unable to resolve your complaint within 21 days, we will inform you of the reason for the delay and specify a date when we will be able to finalise your complaint. During the investigation of your complaint, we may need to seek further clarification or documentation from you to assist us in resolving your complaint. If we have sought clarification or documentation from you and we are waiting for you to provide this information, we may not be able to meet our 21-day finalisation commitment. In such circumstances, upon receipt of your clarification or documentation, we will indicate to you when we expect to finalise your complaint. Once we have finalised your complaint, we will advise you of our findings and any action we have taken. We will do this in writing unless it has been mutually agreed that we can provide it to you verbally. You have the right to make enquiries about the status of your complaint at any time by contacting us.
7. Our six-point complaint process
1. We acknowledge – within five days of receiving your complaint we will acknowledge receipt of your complaint. 2. We review – we undertake an initial review of your complaint and determine what if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary. 3. We investigate – within 21 days of receiving your complaint we will investigate your complaint objectively and impartially; by considering the information you have provided us, our actions concerning your dealings with us and any other information that could assist us in investigating your complaint. 4. We respond – Following our investigation, we will notify you of our findings and any actions we may have taken regarding your complaint. 5. We take action – where appropriate we amend our business practices or policies. 6. We record – we will record your complaint for continuous improvement process and monitoring through regular review, your personal information will be recorded in accordance with relevant privacy legislation.
8. Fairness, privacy and records
Only people who need the information to assess or resolve the complaint will receive it. We will manage personal information under our Privacy Policy, keep an appropriate record of the complaint and outcome, and address any conflict of interest in the review process.
9. Travel suppliers and third parties
A complaint about a booking, payment or travel service supplied by another business should normally be made to that supplier. We will still address any concern about Explore Africa's own content, planning process or communications and, where practical, help identify the relevant supplier contact.
10. If you are not satisfied
If you are not satisfied with our response, tell us and we will review how your complaint was handled. You can also contact the consumer protection agency in your Australian state or territory. The ACCC accepts reports about consumer issues but does not resolve individual disputes. For a privacy complaint, please give us a reasonable opportunity to respond first (the Office of the Australian Information Commissioner generally suggests 30 days) before contacting the OAIC.
11. Learning and review
We review complaint themes and outcomes to identify recurring issues, improve content and processes, and update this procedure when needed.
12. Your rights under Australian Consumer Law
You can refer your complaint to your federal, state or territory consumer protection agency at any time.
Further guidance: business.gov.au · OAIC privacy complaints