COMPLAINTS, FEEDBACK & DISPUTE RESOLUTION POLICY

Issued by MTB Detour Pty Ltd (ACN 693 200 289)

Version 1.0 — Effective 1 January 2026

1. Purpose

1.1 This Complaints, Feedback & Dispute Resolution Policy (“Policy”) establishes the process for submitting, managing, investigating, and resolving complaints, feedback, and disputes relating to any tours, coaching sessions, races, events, equipment hire, or associated activities (“Activities”) delivered by MTB Detour Pty Ltd (“the Operator”).

1.2 The Policy ensures:

(a) transparent and fair handling of complaints;

(b) compliance with the Australian Consumer Law;

(d) documentation and accountability;

(e) consistent and timely resolution processes.

1.3 This Policy applies to all Participants, Guardians, staff, contractors, and volunteers engaging with the Operator.

2. Scope

2.1 This Policy applies to:

(a) service quality complaints;

(b) safety or equipment concerns;

(d) staff or Guide conduct;

(e) cultural, environmental, or land access concerns;

(f) disputes relating to refunds, cancellations, or charges;

(g) complaints involving Minors or child safety;

(h) event or race-related disputes, including timing and results.

3. Definitions

3.1 “Complaint” means any expression of dissatisfaction.

3.2 “Dispute” means a complaint that remains unresolved after review.

3.3 “Feedback” includes general comments, suggestions, or compliments.

3.4 “Guardian” means a lawful parent or legal guardian of a Minor.

3.5 “Participant” includes adults and Minors participating in any Activity.

4. How to Submit a Complaint or Feedback

4.1 Complaints or feedback may be submitted via:

Email: info@mtbdetour.com

Subject line: Complaint / Feedback – Attention: Managing Director

4.2 Complaints should include:

(a) name and contact details;

(b) Activity date and location;

(d) evidence (photos, screenshots, statements).

4.3 Verbal complaints raised during Activities will be documented by Guides.

5. Acknowledgement of Complaints

5.1 The Operator will acknowledge written complaints within 3 Business Days.

5.2 The acknowledgement will outline:

(a) the assessment process;

(b) expected timeframes;

6. Assessment & Investigation

6.1 All complaints are assessed for:

(a) seriousness;

(b) safety impact;

(d) need for mandatory reporting;

(e) requirement for immediate intervention.

6.2 Investigations may include:

(a) interviews with staff or witnesses;

(b) review of booking records;

(d) collection of documents, photos, or digital evidence;

(e) consultation with land managers or event officials.

6.3 Investigations aim to conclude within 10 Business Days, unless complexity requires more time.

7. Outcomes

7.1 Possible outcomes include:

(a) corrective actions or improvements;

(b) updates to training, procedures, or Policies;

(d) issuing an apology;

(e) refunds or credits per the Cancellation & Refund Policy;

(f) exclusion of a Participant from future Activities;

(g) reporting matters to external authorities.

7.2

A written outcome will be provided to the complainant.

8. Safety-Related Complaints

8.1 Complaints involving:

(a) hazards;

(b) emergency incidents;

(d) behaviour endangering others;

(e) Guide safety decisions

receive priority handling.

8.2 Immediate safety actions may include:

(a) pausing the Activity;

(b) adjusting routes;

(d) reviewing PPE or equipment;

(e) emergency intervention.

9. Child Safety Complaints

9.1 Concerns, allegations, or suspicions involving Minors are managed in accordance with:

(a) Child Safety & Protection Policy;

(b) mandatory reporting laws;

9.2 Any allegation against staff is escalated immediately to the Managing Director.

9.3 Mandatory reporting applies regardless of perceived credibility.

10. Event & Race Disputes

10.1 Event disputes may relate to:

(a) timing or results;

(b) course rules;

(d) competitor behaviour;

(e) AusCycling licence verification.

10.2 Events may have specific protest periods and appeal processes.

10.3 The Race Director’s decision is final unless clear procedural error is demonstrated.

11. Escalation to Dispute

11.1 A complaint becomes a Dispute when:

(a) the Participant is dissatisfied with the outcome; or

(b) further review is requested.

11.2 Disputes will be reviewed by the Managing Director.

11.3 If unresolved, mediation or external dispute pathways may be recommended.

11.4 Participants may seek advice from:

the ACCC, or
the Office of Fair Trading, or
the OAIC (for privacy-related concerns).

12. Behavioural Expectations for Complainants

12.1 Complainants must behave respectfully throughout the process.

12.2 Abusive, threatening, or unreasonable behaviour may result in:

(a) restricted communication;

(b) refusal of future bookings;

13. Confidentiality & Privacy

13.1 All complaints are handled confidentially and in accordance with:

(a) the Privacy Policy;

(b) child safety legislation.

13.2 Information is shared only with those directly involved in resolving the complaint or where legally required.

14. Record Keeping

14.1 Records of complaints, investigations, and outcomes are retained in accordance with the Data Retention & Records Management Policy.

14.2 Child safety incidents have extended retention requirements.

15. Jurisdiction

15.1 This Policy is governed by Queensland law.

15.2 Additional local laws may apply for Activities conducted outside Queensland.

16. Acceptance Statement

“By participating in activities delivered by MTB Detour Pty Ltd (ACN 693 200 289), I acknowledge that I have read, understood, and agree to the Complaints, Feedback & Dispute Resolution Policy.”