Feedback and Complaints

Ecotourism Australia is committed to managing feedback and complaints in a transparent, ethical and fair manner, consistent with Australian best-practice complaint-handling principles. We value feedback as an important part of maintaining trust, accountability and the integrity of our certification and membership programs. All complaints are assessed objectively, handled confidentially, and managed in a timely and respectful way, with due regard to procedural fairness for all parties involved.

This Complaint Management Policy applies to complaints lodged and reviewed about certified operators, destinations and members, as well as complaints relating to the conduct of staff, Board members, contractors and volunteers. Complaints are assessed on their merits and managed in accordance with our Code of Conduct and Terms and Conditions. While we welcome robust feedback, all parties engaging with us are expected to communicate respectfully and appropriately.  We are committed to upholding respectful, ethical and professional conduct in all interactions between all stakeholders, Ecotourism Australia, our staff, management, Board members, contractors, volunteers and members. This includes communicating in a courteous, honest and constructive manner, acting in good faith, and treating all individuals with dignity and respect.

To lodge a complaint, please submit your concern in writing to eco@ecotourism.org.au, clearly outlining the issue and providing any relevant supporting information. We will acknowledge receipt of your complaint and advise you of the next steps in the review process.