At Thakadu Hotel, we are committed to delivering exceptional service and ensuring our guests feel heard, valued, and respected. We understand that from time to time, concerns may arise, and we take all complaints seriously. Our formal Complaints Procedure outlines the steps we follow to investigate and resolve issues fairly, promptly, and transparently. To learn more about how we handle complaints, including response timelines and escalation paths, please download the document below. Your feedback is important to us, and every complaint received is an opportunity to improve.
Our Commitment to Accountability
Summary of the Stakeholder Complaints Procedure
We are committed to addressing all stakeholder concerns with professionalism, fairness, and transparency. Our Stakeholder Complaints Procedure provides a structured process for lodging and resolving complaints from external stakeholders such as customers, suppliers, regulators, business partners, and community representatives.
Key Highlights of the Procedure:
-
Scope: Covers complaints related to service delivery, contracts, ethics, compliance, safety, staff conduct, and environmental or social responsibilities.
-
Submission Channels: Complaints can be submitted in person, via email, by phone, or through feedback forms available at our front desk or casino service desk.
-
Information Required: Stakeholders should provide their name, contact details, description of the issue, relevant dates, and supporting evidence. Anonymous complaints may be considered if adequately detailed.
-
Response Timeline: Complaints are acknowledged within 3 working days, and a formal response is provided within 7 working days. For complex matters, a progress update is issued with a revised timeline.
-
Investigation & Resolution: Complaints are logged and investigated by the Compliance Officer or relevant department head. Resolutions may involve corrective action, policy changes, or mediation.
-
Escalation: If unsatisfied, stakeholders may escalate the issue to the Managing Director, Board of Directors, or relevant authorities such as the Gambling Authority or Consumer Authority.
-
Confidentiality & Non-Retaliation: All complaints are handled confidentially, and stakeholders are protected from retaliation.
-
Review & Oversight: The procedure is reviewed annually, with records retained for a minimum of five years. Trends are monitored for continuous improvement.
To view the complete policy document, please click the link below: