Consumer Complaints for Tourist Accommodation Consumer Complaints

Consumer Complaints

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.

Department of Health WA
Tel: (08) 9222 4222
PO Box 8172
Perth Business Centre
WA 6849

Department of Health QLD
Tel: (07) 3234 0111
GPO Box 48
Queensland 4001

Department of Health SA
Tel: (08) 8226 6000
PO Box 287
Rundle Mall
SA 5000

Department of Health and Human Services TAS
Tel: 1300 135 513
GPO Box 125
TAS 7001


Department of Health NSW
Tel: (02) 9391 9000
Locked Mail Bag 961
North Sydney
NSW 2059

Department of Health and Families
Tel: (08) 8999 2400
PO Box 40596
NT 0811


Department of Health VIC
Tel: 1300 650 172 or (03) 9096 0000
Department of Health
50 Lonsdale Street
Victoria 3000

Department of Health ACT
Tel: 13 22 81
ACT Health
GPO Box 825
Canberra City
ACT 2601




STAR Rated Properties

If your complaint relates to facilities at the property and standard of the accommodation you can contact STAR Ratings Australia if the property is STAR rated.

STAR Ratings Australia

For all STAR Rating enquiries:
Phone: +61 3 9601 3325
Fax: +61 3 9601 3300


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.


ACT Fair Trading
Tel: (02) 6207 0400
NSW Fair Trading
Tel: 13 32 20
NT Consumer Affairs
Tel: 1800 019 319
QLD Fair Trading
Tel: 13 13 04
SA Consumer and Business Affairs
Tel: (08) 8204 9777
or 13 18 82 (SA country callers only)
TAS Consumer Affairs and Fair Trading
Tel: 1300 654 499
VIC Consumer Affairs Victoria
Tel: 1300 558 181
WA Department of Commerce
Tel: 1300 304 054

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.