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Compliments & Complaints

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Complaints Process

At Discover Daylesford we pride ourselves on providing a valued service to our customers (guests, business partners, neighbours and wider community.)

Discover Daylesford’s management team are committed to ensuring that complaints are dealt with in a responsive, efficient and effective way. We recognise that feedback received from our customers is valuable in making improvements to our business so we can provide our customers with the best possible service. 

If at any time you feel that the service you have received from us, guest conduct or staff conduct is unsatisfactory please contact us with the necessary information so we can assist you.

  • By telephone (03) 5312 2772 Mon-Thu 10:00-17:00, Friday 10:00-19:00, Saturday 11:00-16:00.
  • In writing to Discover Daylesford, PO Box 355, Daylesford, VIC, 3460. Please include:
    • Your Full Name
    • Address
    • Contact Number
    • Email Address
    • Nature and details of the complaint
  • By email to admin@discoverdaylesford.com. Please include:
    • Your Full Name
    • Address
    • Contact Number
    • Nature and details of the complaint
We will respond to customer enquiries and seek to resolve complaints in accordance with the following procedures.


Telephone

  1. A member of our team will register your enquiry/complaint and provide you with a reference number at the time of your call or else as soon as practicable after the call.
  2. The team member will try and resolve the matter at the time of your call.
  3. If we need to carry out an investigation you will be kept up to date with the progress of our investigation.
  4. We will communicate the results of our investigation to you by your preferred contact method.


Written

  1. We will send a written acknowledgement of your enquiry within 48 hours of receipt. (please allow for weekends and public holidays when our office may be closed)
  2. We will keep you informed on the progress of our investigation of your enquiry/complaint.
  3. We will communicate the results of our investigation to you in writing


Our Commitment

Your feedback is valued and we will endeavour to resolve your complaint within 5-14 business days. If we are unable to complete the investigation within this time, a member of the team will keep you updated on the progress. We will inform you of the outcome of the complaint process, and our reasons for the decision regarding the outcome, as soon as reasonably possible.

ACCC

If you are dissatisfied with our response, you may contact the ACCC. They offer independent and easy to access service, free of charge.

Privacy

We are committed to compliance with the laws that protect customer’s personal information including the Privacy Act 1988 (Cth). In relation to any feedback procedure, we may need to collect, use or disclose personal information to respond to your enquiry, investigate and resolve a complaint from time to time

We pride ourselves on being good and respectful neighbours. If you are a guest, neighbour or community member affected by noise from guests, suppliers or staff currently at a Discover Daylesford Guest House near you, please help us to help you…

Please refer to the EPA for advice on what is reasonable noise and acceptable times of noise, so we can all appreciate acceptable standards.

(https://www.epa.vic.gov.au/for-community/environmental-information/noise/residential-noise/residential-noise-law) 

If you have a grievance, then talking with a noisy neighbour may be helpful. Your neighbour may not be aware they are disturbing you. Talking about the noise early on can help make neighbours aware of the problem and be more considerate.

If noise continues after a respectful conversation or you would prefer us to have the conversation please contact us during business hours and we will be happy to assist.

If noise continues past the times published by the EPA then please contact local police on (03) 5348 2342.

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