Customer Code of Conduct

This Customer Code of Conduct (“Customer Code”) provides guidelines on the standards of behaviour you can expect from our team members in your dealings with TripADeal and in turn, outlines the standards of behaviour we expect from our customers.

Our Customer Code is designed to promote safety and professionalism for everyone involved with TripADeal, ensuring respectful interactions at all times.

Our Customer Code applies whenever you interact with our team members, our Travel Suppliers, and other TripADeal customers while on a TripADeal holiday. This includes:

• During communication with our team members via phone, email, or other channels;
• When booking or managing your travel arrangements;
• While participating in any activities, tours, or experiences arranged by us;
• At any time during your holiday where TripADeal, our representatives or other TripADeal customers are involved.

Expectations of our Services

As a customer of TripADeal, you can expect the following standards of behaviour:

• Safety: As part of the Qantas Group, we are committed to safety as our first priority: this includes the safety of our team members as well as the safety of our customers;
• Respect: we treat people with respect at all times, including being considerate, cooperative and collaborative;
• Integrity: we act with honesty and integrity, upholding ethical standards;
• Compliance: we comply with laws and regulations, as well as the policies and procedures required of a Qantas Group company.

Expectations of our customers

In turn, we expect the following standards of behaviour from our customers:

• Respect: we expect that your interactions with our team members, our Travel Suppliers, and other TripADeal customers are conducted with integrity, courtesy, respect and in a non-threatening manner;
• Courteous Communication: Customers are expected to share any concerns, feedback, or complaints in a constructive and respectful way. If you experience dissatisfaction or have a disagreement, we ask that you express it calmly and courteously to allow us address the issue effectively.
• Compliance: Customers are required to comply with all TripADeal policies, guidelines, and procedures. This includes adherence to our Terms and Conditions, Cancellation and Refund policy, and any other contractual obligations.

In addition to the expected behaviours of our customers listed above, we require our customers to show respect for the places we visit. While travelling on a TripADeal holiday, we also expect the following:

• Punctuality: Be on time for all scheduled activities and departures and maintain contact with your tour group. Timeliness ensures the group can enjoy the full experience without delays and that you do not miss out on parts of your tour;
• Respect: Treat your fellow travellers, tour guides, and local communities with kindness and consideration. Respect cultural differences and diverse viewpoints;
• Safety: Follow all safety instructions provided by tour guides and adhere to all local laws, regulations and customs in all countries and locations to which you travel, which in some cases can be very different from those at home;
• Environmental responsibility: Be mindful of the environment. Dispose of waste responsibly and minimize your impact on natural and cultural sites;
• Personal responsibility: Take responsibility for your actions at all times. Be polite, kind and respectful to your tour guides, the locals and your fellow travellers.

Expectations of our customers

In addition to the expected behaviours set out in this Customer Code, TripADeal has a zero tolerance policy for any behaviour that is harmful, disrespectful, unwelcome or illegal (“Prohibited Behaviours”). This includes, but is not limited to:

• Harassment: Any behaviour or conduct that causes distress, discomfort, or emotional harm to others;
• Discrimination: Treating someone unfairly based on factors such as race, sex, sexual preference, age, physical or mental disability, marital status, family responsibilities, pregnancy, religion, political opinion, national extraction or social origin;
• Sexual Harassment: Unwelcome or uninvited conduct that is offensive from the view of the person being harassed, regardless of intent including unwelcome sexual advances, unwelcome requests for sexual favours, any other unwelcome conduct of a sexual nature;
• Physical Abuse: Any form of physical abuse and unwelcome physical contact;
• Intimidation and Threats: Making others feel unsafe through implied or direct threats, bullying, or verbal abuse;
• Defamation: Making defamatory comments about others;
• Inappropriate Material: Displaying, sharing, sending or discussing inappropriate material including offensive words, images or media in any form whatsoever, suggestive comments or jokes of a sexual nature;
• Disruptive Behaviour: Engaging in actions that disturb or disrupt the group or environment;
• Substance Abuse: Possessing or consuming illicit drugs, or behaving in an unsafe manner due to alcohol or drug use;
• Inappropriate Conduct: Behaving in a way that is disruptive, disrespectful, or unsafe, including as a result of intoxication;
• Unlawful Behaviour: Any action that is illegal or against the law;
• Damage to Property: Causing harm or damage to property.

Consequences of a breach of this Customer Code

Any alleged breach of this Customer Code will be reviewed and investigated by TripADeal. The investigation process will be conducted fairly and promptly. Customers may be contacted to provide information as part of this process. Confidentiality of the reporting individual will be maintained where it is practical to do so.

Where TripADeal determines that a breach of this Customer Code has occurred, or reasonably suspects a breach will occur, then TripADeal may take any action we deem reasonably necessary, in our absolute discretion and without liability, to ensure the safety of our team members, our customers, our Travel Suppliers (including tour guides), or any member of the local community. Such action may include:

• refusal to continue the interaction between a customer and our team member;
• refusal to accept a booking;
• cancellation of an existing booking;
• a prohibition on any future interactions or travel booked through TripADeal;
• removal of one or more individuals from a tour; and
• reporting any observed, reported or suspected illegal behaviour to the relevant authorities.

Any person removed from a tour for a breach of our Customer Code will not be entitled to a refund of any unused portion of the booking price, in accordance with our Cancellation and Refund Policy. Any additional costs associated with a person’s removal from the tour are their responsibility and not the responsibility of TripADeal.

Any behaviour in breach of this Customer Code that is witnessed or suspected should be reported immediately to TripADeal.