The SETO Member Code of Conduct (SMCC) references guidelines from the Australian Competition & Consumer Commission (ACCC) for effective participation as a voluntary industry codes of conduct. The SMCC outlines the objectives, expectations, and guidelines for SETO Member operations. The objectives of the SMCC are to provide operational guidance for members in order to demonstrate their professional standing within the travel industry and expectations around high standards of service delivery.
Australian based entities must hold an Australian Business Number (ABN) Foreign entities must be recognised by the formal equivalent of the Australian Securities and Investment Commission (ASIC) - All directors must be deemed a fit and proper person NB: Bankruptcy proceedings or any criminal act in the previous 10 years would deem an individual to be NOT fit and proper.
Members are expected to meet all requirements and principles set out in the SMCC and deliver product/services through sustainable best practice. - In the event of a material breach of the SMCC, a member may be suspended pending appeal and hearing per the SETO constitution - The annual renewal of membership is acknowledgment that a participant (member) is aligned with, understands, and complies with all aspects of the SMCC.
All members must maintain insurance coverage relevant to the size of their organisation and be able to provide a certificate of currency on demand that includes (but not limited to); - Public liability insurance with minimum cover of AUD$20 million - Tour Operators Liability insurance (if relevant) Professional indemnity insurance (if relevant) - Workers Compensation insurance in accordance with relevant State based legislation
All members are encouraged to utilise the SETO endorsed industry standard booking terms and conditions or as a minimum must operate under alternate booking terms and conditions that are reviewed annually and compliant with Australian Consumer Law.
All members are encouraged to maintain documented policies and procedures that include (but not limited to); - Internal crisis management (office/employees) - External crisis management (whilst passengers are under your care) - Occupational Health and Safety (OH&S) procedures - Appropriate customer complaint and dispute handling - Specific privacy guidelines for clients that are data protection compliant - Certified Full Members are encouraged to transact client funds through dedicated client bank accounts - Safe Travel and quality assurance procedures
Full members are expected to adhere to the SETO Member Advertising Code of Conduct when marketing and advertising travel goods and services.
Full Certified members are expected to adhere to the SETO Member Code of Ethics when dealing with the public.
All members are expected to provide a level of staff education and training consistent with the SMCC, ensuring they are familiar with their obligations under the SMCC; and can competently and efficiently perform their duties to the standard expected of a SETO member.
Members are expected to offer equal employment opportunities (EEO). This means people are treated on their merits at every stage of their employment - from the recruitment and interview process through to their daily duties, promotion, training and development opportunities, and their resignation, retrenchment, or redundancy. Areas of consideration include but may not be limited to age discrimination; gender issues; impairment discrimination; pregnancy and breastfeeding; racial and religious discrimination; sex discrimination; sexual harassment; sexuality discrimination.
At all times members and their staff must act with integrity in accordance with the SMCC. The delivery of all member products and services must be undertaken with due skill and care to ensure accurate information is provided as described and to the best of their ability. Members must not engage in any acts or omissions of a misleading or deceptive nature and all staff within your organisation are expected to operate in a courteous and respectful manner in dealings with other SETO members, travel agents, suppliers, and consumers. Customers with special needs We will take all reasonable measures to assist customers with a disability or who require additional help in accessing travel services.
The SMCC does not affect any other rights you may have under federal, state and territory laws.