Photo Credit: Western Bay of Plenty Tourism and Visitors Trust - Tanners Point
How to provide feedback or lodge a complaint.
Tino Pai Tours respect and value your opinion. We welcome your feedback, be it positive or negative.
In the unlikely event that you have a complaint during your tour, please speak with your driver/guide immediately. If after advising your driver/guide the issue is still apparent and has not been resolved to your satisfaction, please contact Messina as per below.
Tino Pai Tours are committed to ensuring you have the utmost experience on our tours , and we endeavor to resolve any issue in a timely manner.
Messina:
Information we require from you
When we investigate your complaint, we will be relying on information provided by you in addition to information we already have. As such, we may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint efficiently we will ask you for the following information:
Our complaints process explained
Your complaint will be managed by Messina - the company director. Messina will work with you and relevant internal and external parties to ensure that the issues you raise are thoroughly examined and that your complaint is handled efficiently.
We take complaints very seriously and treat them with the strictest confidence.
Our aim is to give you the fairest possible opportunity to explain your case, which is why we ask you to make your initial complaint as clear and detailed as possible. Depending on the nature of the complaint, we may wish to meet you in person to discuss your concerns and attempt to find a satisfactory solution.
How long does the process take?
We will aim to resolve your complaint in the shortest possible timeframe. However, this will depend on the nature and complexity of the issues you have raised. We will send you an acknowledgement of receipt of your complaint within five business days. We will also indicate how long it may take us to investigate your complaint. We aim to finalise all complaints within four business weeks.
What action may be taken?
If we decide that your complaint is justified, we will then decide what action we should take. We always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
Some of the things we might do to resolve your complaint include:
What if you’re not satisfied?
In the event that it isn’t possible to resolve your complaint to your satisfaction, you may wish to escalate the matter. You reserve the right to refer your complaint to your relevant agency at any time.
Tino Pai Tours respect and value your opinion. We welcome your feedback, be it positive or negative.
In the unlikely event that you have a complaint during your tour, please speak with your driver/guide immediately. If after advising your driver/guide the issue is still apparent and has not been resolved to your satisfaction, please contact Messina as per below.
Tino Pai Tours are committed to ensuring you have the utmost experience on our tours , and we endeavor to resolve any issue in a timely manner.
Messina:
- Telephone: +64 021 117 8825
- Email: [email protected]
Information we require from you
When we investigate your complaint, we will be relying on information provided by you in addition to information we already have. As such, we may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint efficiently we will ask you for the following information:
- Your name and address
- The name of the Tino Pai Tours NZ person
- The nature of the complaint
- Details of any steps you have already taken to resolve the compliant
- Details of conversations you may have had with us or a third party that may be relevant to your complaint
- Copies of any documentation which supports your complaint
Our complaints process explained
Your complaint will be managed by Messina - the company director. Messina will work with you and relevant internal and external parties to ensure that the issues you raise are thoroughly examined and that your complaint is handled efficiently.
We take complaints very seriously and treat them with the strictest confidence.
Our aim is to give you the fairest possible opportunity to explain your case, which is why we ask you to make your initial complaint as clear and detailed as possible. Depending on the nature of the complaint, we may wish to meet you in person to discuss your concerns and attempt to find a satisfactory solution.
How long does the process take?
We will aim to resolve your complaint in the shortest possible timeframe. However, this will depend on the nature and complexity of the issues you have raised. We will send you an acknowledgement of receipt of your complaint within five business days. We will also indicate how long it may take us to investigate your complaint. We aim to finalise all complaints within four business weeks.
What action may be taken?
If we decide that your complaint is justified, we will then decide what action we should take. We always try to match our response to the nature of your complaint and your desired outcome, but this may not always be possible.
Some of the things we might do to resolve your complaint include:
- Taking steps to rectify your problem or issue as quickly as possible
- Giving you additional information or advice so you can understand what happened or how your complaint has been dealt with
- Taking steps to change our policies if your complaint identifies a procedural problem
- Interviewing other members of the group to canvass their views
What if you’re not satisfied?
In the event that it isn’t possible to resolve your complaint to your satisfaction, you may wish to escalate the matter. You reserve the right to refer your complaint to your relevant agency at any time.
