The Accommodation Association of Australia is an industry representative body and as such we are not in a position to address consumer complaints. The Accommodation Association is not a regulatory body and has no role in admonishing property operators or individuals for issues of standards, fair trading or incidents which occur on the premises during your stay.
If you've had a bad experience during your stay and would like to make a complaint the first point of contact should be the hotel management and/or the management group if the accommodation is part of a chain. There are also a number of organisations which may be able to assist you in taking your complaint further, depending upon the nature of your complaint.
Health and Safety Issues
If your complaint relates to the condition of your accommodation in terms of cleanliness or health and safety you can contact the Department of Health for the relevant state.
STAR Rated Properties
If your complaint relates to facilities at the property and standard of the accommodation you can contact AAA Tourism if the property is STAR rated.
Level 3, 131 Queen Street
Tel: (03) 8601 2200 Fax: (03) 8601 2222
Deposits and Cancellation Fees
If your complaint relates to the room rate, deposit, cancellation fees or another aspects of your consumer rights you can contact the fair trading or consumer affairs organisation for the relevant state.
The Australian Competition & Consumer Commission (ACCC) may also be able to assist you in lodging a complaint in this area. Contact the InfoCentre on 1300 302 502.
Illegal Activities and Damage
If your complaint relates to illegal activities taking place at the property during your stay or incidents involving violence or damage to property you can contact the local police for the relevant state.
Innkeeper's Legal Liability
In the event that your property is damaged or stolen during your stay, accommodation providers may have a limited liability for the loss of guest property in certain circumstances. The extent of this liability varies according to state laws as listed below. Liability of the accommodation provider will generaly only apply to a guest of the accommodation on the day that accommodation is provided and excludes certain items such as cars, animals etc. For full details guests should consult the detail of the relevant legislation in the relevant state.
State Legislation relating to Innkeeper’s Limited Liability:
ACT - Civil Law (Wrongs) Act 2002 ss151, 152
NT - Accommodation Providers Act 2002 ss5, 6, 7
NSW - Innkeepers Act 1968 s7
QLD - Traveller Accommodation Providers (Liability) Act 2001 s12
TAS - Civil Liability Act 2002 s49A
VIC - Carriers and Innkeepers Act 1958 ss29, 30 (expires 01/09/12) replaced by Australian Consumer Law and Fair Trading Act 2012
WA - Liquor Licensing Act 1988 s107
SA - There are no equivalent provisions in South Australia
Assistance for Visitors to Australia
While visitors are in Australia, they are covered by Australia’s Consumer Protection laws which require all businesses to treat consumers fairly. If you would like to lodge a complaint about an Australian business, the Department of Resources, Energy and Tourism can assist you in reporting your complaint and can advise you on how to submit your complaint in another language. For more information visit the Department of Resources, Energy and Tourism's website.
You can also lodge a telephone complaint while you are in Australia by ringing the Australian Consumer Affairs and Fair Trading Hotline 1300 552 263 (local call cost within Australia). The call will be automatically forwarded to the fair trading agency in the state or territory from which you are calling.