Providing tourist customer feedback for Australian tourism experiences
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When visitors are in Australia, they are covered by Australia's consumer protection laws which require all businesses to treat consumers fairly.
Travellers who believe that they have been treated unfairly by a business in Australia and have not been able to resolve the problem directly with the business concerned, can submit feedback on their travel experience in Australia.
The following tourist feedback service operates on an Australia-wide basis and, depending on the nature of the feedback, will provide a visitor's concerns to either the relevant federal, state or territory tourism organisation, Quality Assurance Scheme or the appropriate consumer protection agency for a response.
Submitting tourism customer feedback online
The Department of Resources, Energy and Tourism (RET) assists visitors to Australia to provide positive, neutral and negative feedback about their travel experience within Australia through the Tourism Customer Feedback Form.
Please note that a submitted Feedback Form will be acknowledged by email within 48 hours
Lodging feedback by phone
Travellers who wish to submit telephone feedback while they are in Australia can call the Australian Consumer Affairs and Fair Trading Hotline 1300 552 263 (local call cost within Australia).
Callers who require an interpreter can submit their feedback via the Translating and Interpreting Service on 131 450 (free call within Australia).
Callers to the Translating and Interpreting Service must specify the language they require (in English) before they are placed in a conference call with a translator.
Through the translator, callers must ask to have their call connected to the fair trading agency in the state or territory in which the problem occurred.
Please note that consumer protection agencies in each Australian state and territory generally operate between 9.00 am and 4.30 pm (local time) Monday to Friday (excluding public holidays).
Lodging feedback from a traveller's home country
Most countries have laws to protect the consumer rights of their residents who travel to other countries. Travellers who are not satisfied with their purchase made through a travel agent outside of Australia should contact their relevant government authority or travel industry association.
For more information about how to submit feedback, contact the Department's Tourism Division at email@example.com.