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Consumer Complaints

We take consumer complaints seriously.

If a Star Rated property is found to be in breach of our Code of Conduct, or if a major issue is raised with any aspect of accommodation standards, then we will act immediately.


e Consumer Complaint Process

  1. The complaint is received and forwarded to the appropriate representative of the relevant state/territory Tourism Industry Council.
  2. The Tourism Industry Council will review the complaint and investigate allegations.  
  3. A mystery guest visit may be triggered if a property has received more than three minor complaints about rude service, poor cleanliness and/or unsatisfactory condition or by a complaint of severe cleanliness and/or condition issues.
  4. The Tourism Industry Council will work with the parties involved to resolve in a satisfactory matter.