Service Standards

When you are operating in the Marine Park, you are an ambassador for your business, the Reef tourism industry, the communities of the region; the Reef’s managing agencies and the World Heritage Area. A well-presented, client-focussed operation can make a big difference to your clients’ impressions of your product and the Reef in general.

Marketing is an important aspect of this. As well as describing your products or services to your potential clients, marketing is the first place that many people form an impression about the quality of your product and the Reef experience in general.

For most visitors, marketing material is also their first source of information about this spectacular part of the world. It can be used as a creative opportunity to advance important messages about the Marine Park.

Responsible Reef Practices

Presentation

  • Always operate in a professional and courteous manner.
  • Make sure that you and your staff are well groomed with clean, well presented uniforms.
  • Make sure all members of your operation interact politely and appropriately with passengers, other operators and members of the public.
  • Be a positive role model when operating in the Great Barrier Reef Marine Park, for example show courtesy to neighbouring groups and respect their use of the Marine Park.
  • Positively represent your industry, your local community and the Reef’s managing agencies.
  • Make all your signage welcoming to your clients.
  • Welcome customer feedback (including satisfaction surveys) and respond quickly to complaints.
  • Develop customer service guidelines for your operation and train your staff to follow them.

When marketing

  • Only use photographs taken at the sites that are being marketed.
  • Represent products, services, and experiences that you typically offer.
  • Highlight the area’s Marine Park status and its World Heritage values.
  • Do not advertise activities that contravene minimal impact practices.
  • Include best practice behaviour for your clients to follow, taking into account both cultural and environmental issues.
  • Clearly represent the activities that your clients will be able to do.
  • Clearly and accurately identify your fees, charges and refund policy.
  • Accurately identify the Environmental Management Charge (EMC) payable and, if any additional handling fees are levied, do not represent these as part of the EMC.

Marine Parks Legal Requirements

  • You must not misrepresent the Environmental Management Charge, for example through misleading advertising, in relation to a tourist's liability to pay the charge and the amount of the charge.

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