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 directly. 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.  As a membership body, the association only has formal relationships with members and as such our influence is limited to that relationship or the lack thereof.

The following information is provided below for guests which may assist in understanding some standard areas of practice and expectation with our industry as well as some specific options for resolving issues and complaints.

If you would prefer to deal with the matter directly 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. You can find contact details for these below based on the nature of you complaint.  Before proceeding you may wish to review the following which may clarify some standard industry practices.

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