Complaints Policy
We are committed to transparency, accountability and continuous improvement in service delivery. We view complaints as valuable opportunities to better understand our guests, their needs and concerns.
Double Black Alpine is committed to transparent and accountable practices and processes when delivering our services to clients.
It is important to us that our clients and potential clients have confidence that there are mechanisms in place to raise concerns with us around our processes and service delivery.
We consider complaints as opportunities to help us better understand safety risks and our clients’ needs to continually improve our services.
Our complaints management policy and process has been developed to assist clients and/or potential clients who may have concerns or relating to the delivery of our services to have those concerns addressed in a consistent, fair and reasonable manner by Double Black Alpine or through separate and independent review processes.