Raise a Concern

At Reho Study Tours, we are committed to delivering safe, fair, and inspiring educational travel experiences while conducting our business ethically and responsibly.

We understand that concerns may arise, and we want to make it as straightforward as possible for you to raise an issue and have it addressed fairly and respectfully.

This policy explains who can raise a concern, how concerns are managed, and what you can expect from us throughout the process.

We take all concerns seriously and are committed to handling them promptly, confidentially and without retaliation.

 

Introduction

This Raise a Concern Policy applies to concerns, complaints and grievances relating to the activities, programs and services provided by Reho Study Tours.

We welcome concerns from participants, schools, universities, partner institutions, employees, contractors, suppliers, business partners and other stakeholders affected by our operations.

Concerns may relate to program delivery, accommodation, transport, safety, wellbeing, workplace practices, ethical conduct, discrimination, harassment, human rights, environmental impacts or other matters connected to our activities.

Our aim is to provide a fair and accessible process for raising concerns and identifying appropriate resolutions.

 

How to Raise a Concern

If you have a concern relating to your program, you should report it as soon as possible to a Reho Study Tours representative or local provider so that we have a reasonable opportunity to address the matter during your program.

If you wish to lodge a formal complaint relating to your program, you must submit it in writing within thirty (30) days of the conclusion of your program, in accordance with our Booking Terms and Conditions. Complaints submitted after this period may not be considered, subject to applicable law.

Other concerns, including those relating to ethical conduct, workplace practices or matters outside a specific program, may be raised whenever they arise.

Concerns can be submitted by email to:

Ethics Team – Reho Study Tours

Email: ethics@rehostudytours.com

Please provide as much relevant information as possible, including the nature of your concern, relevant dates, individuals or organisations involved, and any supporting documentation.

This will help us understand the circumstances and determine the most appropriate course of action.

 

How We Handle Concerns

Reho Study Tours is committed to reviewing and responding to concerns fairly, consistently and within reasonable timeframes.

Acknowledgement

We aim to acknowledge your concern within five (5) business days of receiving it.

Assessment and Investigation

We will review the information provided and determine whether further investigation or action is required.

Where an investigation is necessary, it will be conducted impartially and with appropriate confidentiality. We may contact you for additional information or clarification.

We aim to investigate concerns within ten (10) business days. More complex matters may require additional time, and we will keep you informed of progress where appropriate.

Resolution

Where a concern is substantiated, we will consider appropriate corrective action. This may include resolving the immediate issue, reviewing our procedures, working with relevant program partners or taking reasonable steps to prevent similar concerns from arising.

Communication of Outcomes

We will communicate the outcome of our review to you, subject to applicable privacy, confidentiality and legal obligations.

Further Review

If you are dissatisfied with how your concern has been handled, you may request a further review.

Where practicable, this review will be undertaken by a Reho Study Tours director who was not responsible for the original decision.

 

Participant Safety and Wellbeing

The safety and wellbeing of participants are central to the delivery of our programs.

Concerns involving safety, harassment, discrimination, inappropriate conduct or other matters that may place participants at risk will be treated seriously and assessed according to their urgency.

If you experience or witness a situation that presents an immediate risk to safety or wellbeing during your program, you must notify your designated group leader, Reho Study Tours representative or local provider as soon as possible.

Where necessary, we may work with your school, university, partner institution, local service providers or relevant authorities to address the situation.

Urgent safety concerns will be prioritised and will not be subject to the standard investigation timeframes outlined in this policy.

Nothing in this policy prevents you from contacting emergency services or reporting a matter directly to the appropriate authorities.

 

Confidentiality and Protection from Retaliation

Reho Study Tours is committed to ensuring that individuals can raise genuine concerns without fear of retaliation or unfair treatment.

All concerns will be handled sensitively and confidentially. Information will only be shared with individuals who reasonably require access to assess, investigate or resolve the matter, or where disclosure is required by law.

We do not tolerate intimidation, discrimination, victimisation or retaliation against anyone who raises a concern in good faith or participates in an investigation.

All parties involved will be treated fairly and respectfully.

While we will make reasonable efforts to respect requests for confidentiality, complete anonymity or confidentiality cannot always be guaranteed where disclosure is necessary to investigate a concern or meet legal obligations.

Personal information collected through this process will be managed in accordance with our Privacy Policy.

 

External Reporting and Assistance

We encourage you to raise concerns directly with Reho Study Tours wherever appropriate so that we have an opportunity to review and address them.

However, this policy does not prevent you from seeking independent advice or reporting concerns to an appropriate external authority.

Depending on the nature of the concern, external options may include:

• Relevant consumer protection authorities for matters relating to travel services and consumer rights.

• Fair Work Ombudsman or Fair Work Commission for relevant employment and workplace matters.

• Australian Human Rights Commission for discrimination and human rights concerns.

• Police or relevant regulatory authorities for matters involving safety, unlawful conduct or other regulatory obligations.

You may also seek independent legal advice or other appropriate assistance.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under Australian Consumer Law or other applicable legislation.

 

Continuous Improvement

Reho Study Tours is committed to learning from concerns raised by participants, partners and other stakeholders to continually improve our programs, services and business practices.

Concerns will be documented and monitored appropriately, with records maintained securely and access restricted to authorised personnel.

Where concerns identify opportunities for improvement, we will consider appropriate corrective actions and changes to our procedures.

The directors of Reho Study Tours are responsible for overseeing the effectiveness of this process and reviewing significant concerns or recurring issues.

This policy will be reviewed periodically to ensure it remains accessible, effective and appropriate for our operations.

 

Final Statement

Reho Study Tours is committed to maintaining high standards of ethical conduct, transparency and accountability across all our programs and services. 

We value feedback and encourage concerns to be raised so they can be addressed fairly, respectfully and consistently.

Our focus on responsible travel, participant wellbeing and continuous improvement is at the heart of every Reho Study Tours program.