Reho Travel is committed to conducting business ethically, responsibly and with respect for everyone affected by our activities.
We welcome concerns and grievances from employees, customers, suppliers, business partners and members of the community. We take all concerns seriously and aim to resolve them fairly, confidentially and without retaliation.
Anyone affected by Reho Travel’s activities can raise a concern, including:
Employees and contractors
Customers and travellers
Suppliers and business partners
Local communities and other stakeholders
Concerns may relate to our services, workplace practices, ethical conduct, human rights, discrimination, harassment, environmental impacts or other activities that may adversely affect people or communities.
Concerns can be raised by email, telephone or in writing. Please provide as much relevant information as possible so we can understand and respond to the matter.
Reho Travel
Email: mail@reho.com
Telephone: +61 3 9823 5233
Postal address: 484 St Kilda Road, Melbourne VIC 3004, Australia
Reho Study Tours
Email: ethics@rehostudytours.com
You may also raise concerns directly with your usual Reho contact or a senior member of our team.
Employees may continue to use the reporting options available under Reho’s internal Grievance Handling Policy
Reho Travel aims to handle all concerns fairly, promptly and transparently.
1. Acknowledgement
We aim to acknowledge your concern within five business days of receiving it.
2. Assessment and Investigation
We will review the information provided and determine the appropriate next steps. Where an investigation is required, it will be conducted impartially and with appropriate confidentiality.
We aim to investigate concerns within ten business days. More complex matters may require additional time, and we will keep you informed of progress where appropriate.
3. Resolution
Where a concern is substantiated, we will consider appropriate corrective action. This may include resolving the immediate issue, improving our procedures or taking other reasonable steps to prevent recurrence.
4. Communication
We will communicate the outcome to the person raising the concern, subject to privacy, confidentiality and legal obligations.
5. Escalation
If you are dissatisfied with how your concern has been handled, you may request a further review by a Reho director who was not responsible for the original decision, where practicable.
Reho Travel is committed to ensuring that people can raise genuine concerns safely and without fear of retaliation.
All grievances will be treated sensitively and confidentially, with information shared only with those who reasonably need it to assess, investigate or resolve the matter, or where disclosure is required by law.
Reho does not tolerate retaliation, intimidation, discrimination or victimisation against anyone who raises a concern in good faith or participates in an investigation.
Concerns will be considered impartially, and all parties involved will be treated fairly and respectfully.
Where possible, we will respect requests for confidentiality. However, complete anonymity or confidentiality cannot always be guaranteed, particularly where an investigation or legal obligation requires disclosure.
We encourage concerns to be raised directly with Reho Travel wherever appropriate so that we have an opportunity to address them.
However, this procedure does not prevent anyone from seeking independent advice or reporting concerns to an appropriate external authority.
Depending on the nature of the concern, external options may include:
ATAS: For complaints relating to travel services provided by Reho Travel.
Fair Work Ombudsman or Fair Work Commission: For relevant employment and workplace matters.
Australian Human Rights Commission: For discrimination and human rights concerns.
Relevant regulatory authorities: For matters involving safety, privacy, unlawful conduct or other regulatory obligations.
Individuals may also seek independent legal advice or other appropriate assistance.
Reho Travel is committed to learning from concerns raised by our stakeholders and using this feedback to improve our practices.
Grievances will be documented and monitored appropriately, with access restricted to authorised personnel. Where concerns identify opportunities for improvement, we will consider corrective actions and changes to our procedures.
Reho’s directors are responsible for overseeing the effectiveness of this grievance process and reviewing significant issues and recurring themes.
This procedure will be reviewed periodically to ensure it remains accessible, effective and appropriate for our stakeholders.