General Interpretation Guidelines
- Business registration/certificate of incorporation
- Australian Business Number
- Licences and permits
- Insurance appropriate to the business, including $5million minimum cover for public liability
- Food safety compliance (if applicable)
- Compliance with relevant codes of conduct/ethics.
Table listing pertinent details of regulatory compliance including licence, permit numbers, issuing authority, issue and expiry dates.
Table listing pertinent details of insurance coverage including insurer, policy numbers, issue and expiry dates.
Evidence of food safety compliance.
Sign-off on compliance with the national Code of Conduct or sectoral Code, if it exists.
Corporate, strategic and/or business plans incorporating, as applicable:
- Business description and product/service range
- SWOT analysis
- Overview and statement of objectives
- Market research and competitive positioning
- Marketing plan
- Budget and action plan to support the above.
Applicants to provide a brief (50 words) description of their business.
Applicants to complete a SWOT analysis and incorporate, as a minimum, the key headings of: Customers, Competitors, Environment and Company broadly.
Evidence of documented objectives and supporting strategies.
Evidence of market/customer research.
Provide basic template for plan including Objectives and Strategies, action plan and budget.
Human Resource Management
Policy and procedures for:
- Staff recruitment (including job descriptions, organisation chart, roles and responsibilities)
- Staff rostering
- Training program for staff (including an induction program, customer service training and ongoing professional development initiatives)
- Maintenance of personnel records
- Procedures to ensure occupational health and safety.
Evidence of documented organisation chart, job descriptions, roles and responsibilities.
Evidence of staff rostering.
Evidence of a planned training program, and documented procedures for induction, customer service, training, and professional development completed.
Evidence of personnel records.
Evidence of OH&S training.
Documented policy and practices for sustainable environmental protection (e.g. TCA Code of Sustainable Practice, National Ecotourism Accreditation Program or other sectoral Codes).
Evidence of documented planning and application of procedures for environmental sustainability, and sign-off on the relevant Code.
Sound, consistent procedures for day-to-day administration and operations, including:
- Financial management processes (banking and record documentation)
- Purchasing and storage (including preferred suppliers, purchasing, storage and sales procedures).
Evidence of a procedures/operations manual including all elements listed and evidence that procedures are being followed.
- Printed, available code of conduct for delivery of quality customer service
- Procedures for how the promised product/service quality will be delivered (e.g. telephone answering)
- Fair, equitable and publicised terms and conditions for bookings and cancellations
- Periodic evaluation of customer feedback, and follow-through mechanisms to ensure customer views are noted and acted upon
- Complaints handling
- Truth in advertising and marketing.
Evidence of documentation related to service delivery and service standards provided to all staff.
Documented procedures to support all areas of customer service.
Evidence of documented terms and conditions.
Evidence that feedback is collected.
Documented complaints handling procedures.
Evidence that advertising, collateral, images and claims are a true representation of the product offered.
Policies, procedures and planning to minimise the likelihood of risk to human, physical and/or informational resources, to include:
- Internal controls that ensure products, equipment and food are safe and “fit for purpose”
- Known hazard management procedures in the workplace (physical, chemical and biological)
- Maintenance of safe storage of goods, plant and equipment, particularly of perishables
- Workplace safety procedures known by all employees
- Prominently displayed emergency and evacuation procedure guides.
Evidence of documented risk management plan incorporating policies and procedures relevant to the industry sector, and evidence that procedures are being followed.
Emergency and evacuation procedures documented and accessible to staff and customers.
Documented procedures, records and schedules for cleaning, inspection, servicing, repair and replacement of equipment, buildings, transport and signage.
Evidence of documented maintenance and cleaning procedures for equipment, buildings, transport and signage.