1. Complaints – definition
A complaint is a formal written communication of dissatisfaction, other than appeal, by Travelife Members, Travelife Auditors, and other relevant stakeholders, relating to the activities of Travelife certification staff, contractors, auditors, or Members holding a Travelife certificate where a Travelife response is expected. Examples of complaints include the way that the Travelife service is delivered, particularly during the certification process. Alternatively, Travelife may receive complaints from any other stakeholder having an interest in sustainability in tourism or otherwise.
2. General conditions
All subscribed TravelifeMembers, Auditors, and other relevant stakeholders, have the right to file complaints. Travelife reserves the right to declare any complaint, not submitted by a Travelife Member, Auditor or relevant stakeholders, ineligible if the complaint is considered not relevant, and to notify the complainer of this decision. Travelife will maintain a summary overview of complaints considered ineligible, and will report this to the Appeals and Complaints Panel, taking its feedback into account in order to improve considerations regarding eligibility. Unless declared eligible, all complaints are considered eligible, and subject to the Complaints Policy and Procedure.
All complaints submitted under the Travelife Complaints Procedure should be sent as follows (marking any letter or email subject line with Complaint):
Travelife General Manager
Minahasastraat 1, 1094 RS Amsterdam, The Netherlands
info@travelife.org
It will not be possible to make any complaints by telephone, fax or skype.
3. Formal Communication
All communications with the complaining party will be in writing and delivered to them at the e-mail address associated with the party who has submitted the complaint. If another party is complaining on behalf of a Travelife Member, communications may be sent to a different e-mail address provided it has been confirmed in writing by the Travelife Member.
Travelife will investigate complaints in a timely manner. Receipt of complaints will be acknowledged within five working days. Travelife will evaluate if the complaint relates to the jurisdiction of Travelife.Travelife will draw the compliant to the attention of any Member involved within ten working days. Travelife will communicate the expected date to get back to the complaining party, and depending on the nature of the complaint, and the level of investigation needed by Travelife, up to a maximum of 90 days.
4. The Appeals and Complaints Panel
All eligible complaints will be dealt with by an Appeals and Complaints Panel that will be appointed by the Programme Manager and consist of a Senior Auditor and two members of the Advisory Board with sustainable tourism and certification experience. One of the members will be appointed as Chairperson of the Panel. For each complaint, the Programme Coordinator shall check that no member of the Panel has been involved in the certification decision that is subject to the complaint. If such is the case, that member will be replaced by another person for that particular complaint.The Travelife Programme Coordinator will be Secretary to the Panel.
5. The Appeals and Complaints Panel Evaluation
A meeting of the Panel will be held every two months either in person or via teleconference,unless there are no complaints to discuss. The complaining Party shall provide full details of the complaint and all supporting evidence in writing (documents, testimonies, photographs) to the Complaints Panel at least 5 full working days prior to the meeting of the Complaints Panel.
6. Conduct of the Panel Evaluation
The Chairman of the Panel ensures that all necessary information has been gathered and that the Panel reviews, in confidence:
- whether the complaint relates to the certification scheme;
- evidence and opinions provided by the complaining party;
- evidence and opinions provided by Travelife;
- representations put by the two parties and after due consideration, initiates further questioning where required. Questions are submitted in writing to the appropriate party and timescales for response provided.
Following review and discussion, the Panel concludes whether the complaint relates to the certification scheme, makes a decision as soon as possible, but no later than 80 days after receipt of the complaint, and when required, advises Travelife in taking any necessary action to resolve issues arising. The Secretary of the Panel records the proceedings and the decision of the Panel.
7. Notification of the Decision of the Panel
The Chairperson of the Panel notifies Travelife, the complaining Party and any other client involved by e-mail of the decision made by the Panel, also confirming whether the complaint relates to the certification scheme, within 7 working days from the date of the Panel’s decision.
8. Redress
In the event of the Panel concluding decision that a decision or procedure of Travelife should be revised, redress is limited to the declaration by Travelife of the revised decision or procedure in the same manner as the original decision or procedure was communicated. There shall be no liability for loss or damage upon the original decision or procedure.
9. Corrective Action
Travelife will consider the findings of the Panel and take any appropriate corrective and preventive action as required to resolve issues arising and especially to ensure consistency and integrity of the Standard.
10. Records
Records of any Complaint will be retained by Travelife for a minimum of three years. The details are captured on the Complaints Recordwhich contains a summary of each eligible complaint received, how it is reviewed by the Panel and actions taken to resolve them.
11. Confidentiality
All complaints received will be dealt with confidentially and in accordance with the requirements of the EU legislation ondata protection and the Travelife Privacy Policy.
