Complaints Handling Policy
If something has gone wrong, or you are unhappy with a travel service arranged through us, please contact Roam Wisely Travel so we can review the matter and work through the next steps with you.
We aim to provide clear advice, careful planning and fair service. When a concern is raised, we treat it seriously and review it based on the facts, supplier terms, Australian Consumer Law and our role as a travel intermediary.
Contact Roam Wisely Travel
Where possible, please send complaint details by email. This helps us keep a clear record and review the matter properly.
- Email admin@roamwisely.com.au
- Phone 0245 099 240
- Website https://roamwisely.com.au
-
Post
Roam Wisely Travel
10 Victoria Place
Richmond NSW 2753
What to include in your complaint
The more detail you can provide, the easier it is for us to review what happened and contact the right suppliers where needed.
- Your full name and contact details
- Your booking reference or invoice number, if available
- The names of any travellers affected
- Details of the trip or travel service involved
- A clear explanation of what went wrong
- Copies of relevant emails, invoices, receipts, travel documents, photos, screenshots or supplier correspondence
- The outcome you are seeking
How we handle complaints
We acknowledge it
We aim to acknowledge complaints within 5 business days.
We review the details
We record the complaint, review the information provided, and identify whether supplier input is needed.
We investigate fairly
We consider the facts, our records, supplier terms, correspondence and any supporting information provided.
We respond in writing
We aim to provide a final written response within 21 days of receiving the complaint.
We explain next steps
Our response may include an explanation, supplier response, correction, refund assistance, amendment options or other available next steps.
We record the outcome
We record the outcome and any follow-up actions so we can improve our processes where needed.
When you can expect to hear from us
Complaint received
You contact us with your concern and provide the details we need to start reviewing it.
Acknowledgement
We aim to acknowledge your complaint within 5 business days.
Review and supplier checks
Where needed, we contact relevant suppliers and review the booking history, documents and correspondence.
Written response
We aim to provide a final written response within 21 days. If more time is needed, we will let you know why.
More about how complaints are managed
These sections explain how supplier matters, outcomes, escalation and consumer rights are handled.
Complaints involving suppliers
Many travel arrangements are provided by third-party suppliers, such as airlines, hotels, tour operators, cruise lines, wholesalers, car hire companies, rail providers, insurers and activity providers.
Roam Wisely Travel acts as a travel intermediary. This means some complaint outcomes may depend on supplier terms and conditions, fare rules, cancellation rules, refund rules, insurance policy terms or third-party response times.
Where a supplier is involved, we will review the matter and contact the supplier where appropriate.
Complaint outcomes
After reviewing your complaint, we may provide:
- an explanation of what happened
- details of any supplier response
- a correction or update
- assistance with a refund, credit or amendment where available
- an apology where appropriate
- details of any further options available to you
If you are not satisfied with the outcome
If you are not satisfied with our response, please let us know in writing so we can review whether anything further can reasonably be done.
You also have the right to contact your relevant federal, state or territory consumer protection agency at any time. For clients in New South Wales, this may include NSW Fair Trading.
Australian Consumer Law
Nothing on this page limits any rights you may have under the Australian Consumer Law or other applicable legislation.
Roam Wisely Travel manages complaints in a way that is consistent with Australian Consumer Law, supplier terms and conditions, and our role as a travel intermediary.
Need to raise a concern?
Please email the details to Roam Wisely Travel and include any relevant booking documents, receipts, screenshots or supplier correspondence.
We will review the matter and work through the next steps with you.
