seto GUIDING PRINCIPLES

SETO Guiding Principles - Building Confidence In The Sector 

Objectives 

The SETO Guiding Principles reference guidelines from the Australian Competition & Consumer Commission (ACCC). The Guiding PrinciplesGuiding Principlesoutline the objectives, expectations, and guidelines for SETO Member operations. The objectives of the Guiding Principles 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.

Honesty and Integrity 

SETO members shall conduct business in a manner reflecting honesty and integrity.

Consumer Confidence 

SETO members will use every effort to protect their clients against any fraud, misrepresentation, or unethical practices, which may arise in the travel industry. 

Disclosure

SETO members will provide complete details about terms and conditions of all or any travel service or provision, including cancellation and service fee obligations, before accepting payment for the booking.

Confidentiality 

SETO members will treat every client transaction confidentially, comply with all data security laws and will not disclose any information without the permission of the client unless required by law. 

Compliance 

SETO members are expected to meet all requirements and principles set out in the SETO Quality Standards (SQS) and deliver product/services through sustainable best practice. 

Commitment to Satisfaction

SETO members shall endeavour to resolve any dispute or concern involving consumers or another SETO member. 

Professional Conduct

SETO and its members shall conduct their business activities in a professional manner with members, their clients, and the public.

Compliance with the Law

SETO members shall conduct their business in compliance with all applicable state/ federal laws and regulations. 

Responsible Travel

SETO members will strive to follow the Sustainability Guidelines which strongly encourage members to minimize ongoing harm to the environment and take proactive steps to restore our natural world.

Discrimination Policy

SETO Members are expected to offer equal employment opportunities and not discriminate against any person based on, and not limited to, age, gender, physical impairment, race, religion, ethnic ancestry, sexual orientation, marital status, or medical condition.