Compliments & Complaints

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

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.

CAF

If you are dissatisfied with our response, you may contact Consumer Affairs Victoria (CAF). 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