At Araluen Botanic Park, we are committed to providing exceptional visitor experiences. However, we understand that there may be occasions where visitors are dissatisfied with aspects of their visit. We take complaints seriously and aim to address them promptly and fairly. This policy outlines our approach to handling complaints and includes the establishment of a complaints register to ensure transparency and accountability in our processes.

1. Purpose

The purpose of this policy is to:

• Provide visitors with a clear and accessible process for lodging complaints.
• Ensure complaints are managed efficiently, fairly, and transparently.
• Continuously improve our services and operations based on feedback received.

2. Scope

This policy applies to all visitors of Araluen Botanic Park who wish to lodge a complaint regarding any aspect of their experience at the park.

3. Complaints Process

1. Lodging a Complaint – Visitors can lodge a complaint by:
   1. Speaking directly with a customer service staff member on-site and completing a form.
   2. Submitting a complaint form available at Customer Service
2. Complaint Handling – Upon receipt of a complaint, we will:
   • Acknowledge the complaint within 72 hours of receipt.
   • Investigate the complaint thoroughly, gathering relevant information and speaking with involved parties if necessary.
   • Resolve the complaint and communicate the outcome to the complainant within 21 business days of receipt.
   • If further investigation is required, we will provide regular updates to the complainant until a resolution is reached.

4. Complaints Register

Purpose
The complaints register tracks and record all complaints received by Araluen Botanic Park.
It ensures that complaints are documented, monitored, and addressed in a systematic manner.

The complaints register will include the following information for each complaint:

• Date of complaint receipt.
• Complainant’s name and contact details.
• Nature of the complaint.
• Actions taken to investigate and resolve the complaint
• Date of resolution.
• Any follow-up actions or outcomes.

5. Confidentiality

All information recorded in the complaints register will be treated confidentially and in accordance with privacy laws and regulations.

6. Continuous Improvement

Araluen Botanic Park is committed to using feedback from complaints to identify areas for improvement. We will regularly review complaint trends and patterns to implement measures aimed at preventing similar issues from arising in the future.

7. Policy Review

This policy will be reviewed annually to ensure its effectiveness and relevance to the needs of visitors and the park’s operations.

8. Contact Information

For any inquiries regarding this complaints policy or to lodge a complaint, please contact:
Customer Service Manager
Araluen Botanic Park
csmanager@araluenbotanicpark.com.au

This policy is effective from 5.09.2025 and supersedes any previous complaints policies or procedures.