Application Criteria Application - WordPress.com · 2015. 6. 12. · If a section is not applicable, mark n/a in the supporting information section and provide a brief explanation

Application

ROC Supplement

www.ecotourism.org.au

ROC Certification

Application Criteria

ROC Certification

1

Overview of the ROC Certification Program

ROC Certification is an Australian developed program designed for the Australian context.

The program is based on a self-assessment model. The credibility of the scheme is

established through the verification that all applicable sections have been completed;

checking that all supporting material has been provided; and finally through a

comprehensive, third party, independent audit process.

ROC Certification includes a comprehensive coverage of the three elements of

sustainability: economic, environmental and social/cultural sustainability.

The ROC Program addresses Cultural Protocols, Business Management and Caring for

Country (Sustainable Environmental practices). ROC delivers guidelines and provides

procedures which protect cultural integrity and authenticity at the local level.

ROC Certification represents current best practice and this has resulted in the raising of

standards in many of the criteria listed.

**Please note that this is a stand-alone ROC application workbook and will not grant the

application ECO Certification. Contact Ecotourism Australia if you wish to apply for ECO

Certification in addition to ROC.

Certification Administrative Structure and Governance

ROC Certification is a product of Ecotourism Australia (EA).

The Certification Program is managed by the Ecotourism Australia national office.

Ecotourism Australia coordinates the day-to-day running of the program.

Ecotourism Australia and its Certification Programs are operated on a not-for-profit basis.

Administrative, certification and audit costs are covered by application and annual fees

paid by certified operators. Ecotourism Australia also actively seeks assistance from

government and industry partners to support the development of this innovative scheme.

The ROC Certification Program operates under a governance standard approved by the

board of Ecotourism Australia. There are five principle elements to the administration of

the programs to ensure a credible and transparent operating system:

1. The Certification Management Committee is a sub-committee of the elected EA

Board. The committee is established by the EA Board and the Chair.

2. The Certification Program Assessment is undertaken by trained assessors. The

Certification Management Committee will provide training for assessors. Applications

will be processed by the trained assessor and a recommendation for certification will be

made by the assessor to the CEO of EA.

3. The Independent Audit Program consists of a panel of independent, qualified and

experienced auditors. Onsite audits are generally carried out once every three to four

years.

4. The ECO Certification Program Appeals Tribunal is a committee of three eminent

people selected to hear appeals by applicants against decisions of the Certification

Management Committee in relation to the level of certification or the awarding of

certification.

5. The Best Practice Advisory Groups recommends best practice inclusions into

redevelopments of the Certification Programs.

ROC Certification

2

Benefits of Certification

Certification is designed to provide a range of benefits for tourism operators, consumers,

protected area managers and local communities.

Benefits to tourism operators include:

Competitive advantage in marketing certified products.

Criteria for operators to determine the degree to which their product meets the best

practice standards in ecotourism and cultural tourism.

An opportunity to promote products as genuine nature tourism, ecotourism or cultural

tourism experiences.

A framework within which performance can be continually improved to a standard

recognised as best practice.

Information on ways to improve the quality of your products.

Benefits to consumers include:

A recognised means of identifying genuine nature tourism and ecotourism products and

authentic cultural tourism businesses.

Benefits to protected area managers include:

Improved practices that lead to fewer negative environmental impacts and more

efficient use of natural resources.

Criteria to assist in identifying genuine nature tourism, ecotourism and authentic

cultural products.

A credible standard upon which to base licence/permitting/operating agreement

conditions.

Practices from licensed operators that contribute directly and indirectly to protection of

natural and cultural heritage sites.

Benefits to local communities include:

Criteria to assist in identifying genuine nature tourism and ecotourism products and

authentic cultural tourism businesses.

A tool to help determine a mix of tourism activity that helps maximise benefits and

minimise negative impacts.

Industry Sectors

All businesses that have an indigenous component may seek accreditation under the ROC

Program. Businesses do not need to have a nature focus to qualify for ROC

accreditation. The criteria specific to nature-focus businesses include the

following symbol:

Tourism Business Accreditation

The ECO Certification Program includes Business Management and Operational Planning

criteria that meet the requirements of the ATAP tourism accreditation program standards.

Businesses accredited under ATAP are not required to complete Section 1 – Business

Management and Operational Planning. A copy of a current certificate of accreditation

must be supplied with your application for ECO Certification.

ROC Certification

3

Eligibility for Certification

Eligibility for ROC is based upon the following principles:

Section Principle

1. Business management and operational planning

Sound business management and operational procedures are integral to the delivery of economic sustainability, which, together with environmental and social sustainability, provide

the basis for a “triple bottom line” approach.

2. Responsible marketing Marketing is accurate and leads to realistic expectations.

3. Customer satisfaction Tourism operations consistently meets customer expectations.

4. Natural area/Indigenous Cultural

focus

Nature tourism and ecotourism focuses on directly and

personally experiencing nature.

Cultural tours focus on experiencing and interpreting cultural activities/history.

5. Environmental sustainability Tourism represents best practice for environmentally sustainable tourism.

6. Working with local communities Tourism provides constructive ongoing contributions to local communities.

7. Cultural respect and sensitivity Tourism is sensitive to the value of interpretation and involves different cultures, particularly Indigenous culture.

Continuous Improvement

Certification is based on the principle of continuous improvement, and is designed to assist

the tourism industry to continually improve standards. The criteria will be reviewed on an

ongoing basis to reflect industry standards and performance, and more stringent

standards are likely to be put in place following each review.

Each year an annual declaration will be issued to all certified operators to ensure the

integrity of the responses in the initial application is maintained. Whenever there have

been any changes to the program, a copy of the changes will be sent with your annual

declaration for review and submission.

Audits

Certification is based on self-assessment in the first instance. Auditing plays a crucial role

in the credibility of the programs. Ecotourism Australia has a commitment to seek a 100%

audit of certified products every three to four years. Auditing is carried out by a member

of our panel of independent, qualified and experienced auditors.

Ecotourism Australia will investigate any customer or other feedback that indicates a

breach in certification standards may have occurred.

Random or targeted onsite audits of a set percentage of certified products will be

undertaken each year. Operators will be contacted at least 21 days prior to the

commencement of the audit. Operators must provide free of charge entry and reasonable

access for an auditor to evaluate their product(s).

ROC Certification

4

Appeals Process

An operator with existing certification, an applicant applying for certification, or an

operator re-applying for certification, has a right of appeal if their application for

certification is rejected, or certification removed, following an audit or application refused.

Appeals will be evaluated by the Program Appeals Tribunal and must be lodged with

Ecotourism Australia no later than 21 days after notice of the decision has been given.

Suspension of Forfeiture of Certification

Certification may be suspended pending rectification of an identified problem, or revoked

by Ecotourism Australia’s Certification Management Committee (CMC) if a certified product

is found not to meet required criteria.

If Ecotourism Australia receives a complaint, consumer feedback, or recommendations

from an audit report, the CMC will write to the operator requesting a written response. If

an adequate explanation is not provided, the operator will be given a period to change the

practice in question. Failure to comply with the request within the designated period may

result in certification being suspended pending rectification, or revoked.

If certification is suspended then:

The maximum period of suspension is six months (beyond six months the certification

will be forfeited);

A notice of suspended certification status will be distributed to relevant government

agencies and key tourism industry organisations;

Ecotourism Australia would remove the operator from any of its lists and website

material;

Ecotourism Australia would suspend its support for the operator in its marketing and

education programs, for the duration of the suspension period; and

The operator would be required to remove its certification logo from their website and

would be required to exclude the logo from any new material printed during the

suspension period (existing printed material, containing the certification logos, would

not need to be destroyed).

If the product certification is revoked then:

The operator must return the current certificate;

The operator must cease representing the product as certified. This includes

withdrawing all marketing material featuring the certification logo and notifying third

parties (e.g. wholesalers, agents) who may be promoting the product as certified;

A notice of loss of certification status will be distributed to relevant government

agencies and key tourism industry organisations; and

The Certification Program manager retains the right to recover the use of the

certification logo from the applicant or directly from the business entity.

Should the operator wish to reapply for certification at a later stage, they will be required

to submit a new application with appropriate fees.

ROC Certification

5

Certification Starter Kit

When a certification application is approved, a package will be forwarded to the operator

containing:

Certificate indicating the certification achieved

ROC certification logo for reproduction purposes via email;

Two ROC certification logo window decals

Marketing and Use of the Logo

The following consumer statements have been developed by the Certification Management

Committee to assist operators in the marketing of their certified products. They may be

used in part or full for any certified product in line with the type of certification awarded.

1. ROC Accreditation

By completing the sections nominated previously, you will achieve ROC accreditation and

will be able to display the ROC logo in both electronic and print marketing material.

Certified businesses will also access the benefits available to all accredited businesses in

your state or territory. Accreditation is subject to an annual renewal.

The Application Process

1. Complete all applicable criteria in sections 1 –

2. Look for this symbol:

Look for the following symbols to help find the relevant criteria for your product!

Accommodation Tours/Cruises Attractions

3. If your product meets the criterion tick the product box.

Where needed provide a brief explanation in the supporting information area at the

end of each section.

If a section is not applicable, mark n/a in the supporting information section and

provide a brief explanation as to why.

NOTE: At your onsite audit you will need to provide evidence of compliance to your

answers.

4. Sign the Declaration on page 7 AFTER you have been through all of the applicable

criteria.

5. Once complete, submit your workbook to Ecotourism Australia.

NOTE: Please note you are required to keep a copy of your application for your own

records. Your application will be required at your onsite audit.

ROC Certification

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Certification Fees

Your Gross Annual Turnover

Once-only

Application fee

Annual Fee (first due upon certification)

< 250,000 395 510

250,001 - 1,000,000 455 730

1,000,001 - 5,000,000 575 1,025

5,000,001 - 10,000,000 695 1,225

>10,000,001 925 1,360

Assessment of Completed Applications

Each completed application received will undergo an assessment involving three stages:

1. An independent assessor contracted by EA will assess the application. This involves a

review the self-assessment and determining advanced and best practice points. It can

involve verifying the application by requesting supporting documentation and seeking

comment from referees. The assessor will contact the nominated referees.

2. Providing all relevant information is provided in the first instance, the approval process

will take on average 14 days. However, approvals may take longer if additional

information or an onsite inspection is required. Operators are advised to take this

time frame into account when meeting their own brochure production

deadlines.

3. The applicant is advised of the assessor’s decision.

Incomplete or incorrectly completed applications cannot be assessed. An

opportunity will be presented for the operator to forward any missing documentation. If

this is not done, the application will be returned to the applicant without approval. An

additional administration fee will apply each time a business is required to resubmit an

incomplete application for certification.

ROC Certification

7

Complementary Programs

ECO Certification Program

The ECO Certification logo is a globally recognized brand which

assists travellers to choose and experience a genuine and

authentic tour, attraction, cruise or accommodation that is

environmentally, socially and economically sustainable. The ECO

Certification program assures travellers that certified products

are backed by a strong, well managed commitment to

sustainable practices and provides high quality nature-based

tourism experiences.

The ECO Certification Program was a world first, released in 1996. It has been developed

to address the need to identify genuine nature and ecotourism operators. The three

certification levels provide experiences ranging from:

Nature Tourism

Ecotourism

Advanced Ecotourism

EcoGuide Australia Certification Program

ECO Certification encourages operators to build on the

principles of this program by providing suitably trained and

qualified interpretive guides and staff. From June 2003, one

way this can be achieved is by ensuring that guides employed

are certified under the EcoGuide Australia Certification

Program, or that relevant in-house training conforms to the

benchmarks set by this program.

Details of the EcoGuide Certification Program can be obtained from Ecotourism Australia

on telephone (07) 3252 1530, and further details and information will be included in the e-

News, and posted on the Ecotourism Australia website www.ecotourism.org.au as they

become available. Details of how to obtain information on relevant guide courses, training

and resources are provided in Appendix five.

http://www.ecotourism.org.au/

ROC Certification

8

Application for ROC Certification

Business details

Registered Business Name ..............................................................................................

Preferred Business Name (for your certification certificate) .................................................

...................................................................................................................................

ABN: ............................................................................................................................

Postal Address .............................................................................................................

....................................................................... State .................. Postcode .....................

Telephone ............................. Fax ......................... Mobile ..............................................

Toll free ............................. Email .................................................................................

Website ........................................................................................................................

Preferred Contact Person ...............................................................................................

Alternative Contact Person .............................................................................................

50 word marketing description to cover all products covered by this application:

...................................................................................................................................

...................................................................................................................................

...................................................................................................................................

...................................................................................................................................

...................................................................................................................................

Note: Products are not required to be listed for ROC certification.

Product(s) for which ECO Certification is sought:

Product 1:

Product Name: ..............................................................................................................

Product Description (for assessment and marketing purposes) ............................................

...................................................................................................................................

...................................................................................................................................

...................................................................................................................................

Product 2:

Product Name: ..............................................................................................................

Product Description ........................................................................................................

...................................................................................................................................

...................................................................................................................................

...................................................................................................................................

ROC Certification

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Product 3:

Product Name: ..............................................................................................................


...................................................................................................................................

...................................................................................................................................

...................................................................................................................................

Product 4

Product Name: ..............................................................................................................


...................................................................................................................................

...................................................................................................................................

...................................................................................................................................

Preferred referees for ROC Certification

First referee: must be a protected area manager or officer of a government agency

knowledgeable about the products if operating in a national or marine park.

Name ...........................................................................................................................

Agency .........................................................................................................................

Position ........................................................................................................................

Email ...........................................................................................................................

Phone ..........................................................

Referee has been contacted by applicant

Second referee: a professional reference from someone who is familiar with your business.

Name ...........................................................................................................................

Agency .........................................................................................................................

Position ........................................................................................................................

Email ...........................................................................................................................

Phone ..........................................................

Referee has been contacted by applicant

ROC Certification

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Declaration

To be signed by the proprietor or director (or authorised representative) after working

through the criteria contained in the program. All information must be current and complete.

I confirm that:

1. The information contained in this application or otherwise supplied is complete and

accurate and constitutes an honest and reasonable assessment of adherence to

criteria nominated.

2. I agree to and accept the terms and conditions of the certification programs set out in

this document.

3. I agree to provide on request any additional information required by the certification

program or Ecotourism Australia to support this application.

4. If my product is granted certification, I acknowledge the responsibility to uphold the

required standards and to meet the expectations of consumers and the industry

arising from the certification programs.

5. I agree to provide entry free of charge for Ecotourism Australia appointed auditors

undertaking inspections as part of the audit program.

6. I agree that upon receiving certification I will include the certification logo in line with

the style manual in at least one of my most widely used marketing collateral.

Conditions of Certification

The applicant agrees by making this application to be bound by these terms and

conditions.

The ROC Certification Program is not bound to accept any application for certification

and, at its absolute discretion, can decline to accept an application and refuse to grant

or continue certification to the applicant. Written explanation will be given in this case.

The applicant acknowledges that the ROC Certification Program relies absolutely upon

the frank and full disclosure of all matters outlined in the application. Any incorrect or

misleading descriptions or failure to provide information as set out in this application

may lead to the withdrawal of certification.

A fee is payable on notification and renewal of certification. It is a requirement that all

payments are up to date in order to maintain certification. This fee is subject to change.

The applicant agrees to immediately notify Ecotourism Australia of any change to

information provided in the application and accepts and acknowledges that the

certification may be varied accordingly at the absolute discretion of Ecotourism

Australia.

Ecotourism Australia may share information on the status of certification and

compliance of certified products with relevant authorities.

If the ownership of a certified business alters by 50% or more, it will be judged as

being a new business. This requires the operator to sign a declaration and change of

detail form within three months of the ownership change, along with a $150

administrative fee to Ecotourism Australia to enable the transfer to be processed.

Name:

Position:

Signature:

Date:

ROC Certification

11

E C O N O M I C S U S T A I N A B I L I T Y

Business Ethics

This code applies to the businesses involved in the ROC Certification Program,

including any owners, directors, management and employees-collectively referred

to as the business. All appropriate licences and insurances are current and other

legal obligations, including adherence to local/state/federal statutory regulations,

have been satisfied. The Business will inform Ecotourism Australia of non-

compliance with the code. A business refers to any organisation, regardless of

corporate structure, engaged in the trade of goods, services, or both to consumers.

This Business:

Accepts a commitment to best practice ecological sustainability, natural area management, and the provision of quality ecotourism experiences;

Works with the principles of ecotourism to protect and preserve the natural and cultural heritage and Indigenous relationship to land;

Values the social, cultural and natural heritage diversity of Australia;

Values cultural and natural integrity and authenticity in business;

Will eliminate any practice that is unacceptably damaging the environment, heritage or Indigenous culture and beliefs;

Will eliminate any practice that could be damaging to trade or consumers or to the dignity of the ecotourism industry;

Acknowledges its responsibilities in meeting the reasonable expectations of all customers to the best of its ability. Customers include any individual or business wishing to use or receive the goods or services of the business;

Is committed to complying with the National Privacy Principles contained in the Privacy Act.

Shall endeavour to treat all customers equally;

Reserves the right to change its goods and services to meet the expectations of its customers;

Is responsible for all of its advertising and promotional activities, which accurately reflect the activities of the business;

Will inform direct customers of all the terms and conditions of the contract including the terms of payment and any cancellation conditions. This will occur prior to or at the time of entering the transaction/purchase of our goods/services. This business will adhere to those terms and conditions;

Will ensure that all monies received from a customer are receipted and an authentic copy will be provided to the customer;

Will fairly and amicably deal with all reasonable customer concerns and queries. The decision of any mediator who may be employed will be final and binding;

Will present its goods and services in the best possible way;

Will exercise all reasonable care to address customers’ safety and comfort;

Will take all reasonable measures to ensure that all plant, equipment and products are in good

working order. The business will, under duty of care, list potential hazards and risks that exist within the business and implement methods to regularly assess and minimise them;

Will where possible inform customers of pertinent facts concerning other tours, transportation,

accommodation or other tourist services available to our customers;

Acknowledges a community service responsibility to take action on climate change;

Acknowledges a commitment to working together with other tourism and non-tourism stakeholders (e.g. local planning bodies, community and environmental groups, other regional industry groups) in taking action on climate change;

Complies with all relevant minimum standards and legislation related to business operations (e.g. permit to operate, liquor licence etc.); and

Will adhere to industry codes of practice where they apply.

Signature:

Position:

(Owner or Authorised Representative of the Business)

Date:

ROC Certification

12

E N V I R O N M E N T A L S U S T A I N A B I L I T Y

Requirements for certification: Nature Focus

CORE CRITERIA

Businesses that are either based in nature, or have a great deal of the customers time

experience some form of nature/animals need to respond to all criteria within this

program.

All criteria that is applicable to nature-based tourism businesses only is accompanied by

the following symbol:

Businesses that do not have a nature focus need only respond to criteria that is applicable

to them i.e. criteria that is absent of the above symbol.

Nature tourism and ecotourism focus on directly and personally experiencing

nature.

Product

1 2 3 4

a) Product information, operational records and customer feedback

demonstrate that: The majority of each customer’s activity time is spent within a

natural area or with a natural area focus; The prime focus of the product is presentation of the natural values

of the local area; The product helps customers to directly and personally experience

nature and do so without causing damage; and

If located in an urban or "rural" area, the applicant must justify how the product has a natural area focus in the supporting information space below.

ADVANCED CRITERIA

Product

1 2 3 4

a) 75% of time is spent directly experiencing natural areas or receiving nature interpretation.

Supporting information:

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Requirements for certification: Indigenous Cultural Focus CORE CRITERIA

To be eligible for Respecting Our Culture (ROC) certification you MUST meet both

criteria below:

Tourism is sensitive to the value of interpretation and involves different cultures,

particularly Indigenous culture. Many tourism areas have significant cultural

values and tourism should embrace the cultural aspects of an area visited.

Product

1 2 3 4

a) Product information, operational records and customer feedback demonstrate that: The majority of each customer’s activity time is spent within a

cultural area or with a cultural focus; The prime focus of the product is presentation of the cultural values

of the local area; The product helps customers to directly and personally experience

culture and do so without causing damage; and If located in an urban or "rural" area, the applicant must justify how

the product has a cultural focus in the supporting information space below.

b) 75% of time is spent directly experiencing cultural areas or receiving cultural interpretation.


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1. Business Management and

Operational Planning

Sound business management and operational procedures are integral to the delivery of

economic sustainability, which, together with environmental and social sustainability,

provide the basis for a “triple bottom line” approach.

If the business is currently accredited under the ATAP accreditation program, and is

already using the logo displayed below, “Section 1. Business Management and Operational

Planning” does not need to be completed.

This means that the following do not need to be provided:

Business Management Plan,

Marketing Plan,

Human Resource Management,

Operational Plan,

Customer Service Standards,

Risk Management.

If currently accredited, please complete the following details and provide a copy of your

Accreditation Certificate with your ROC Certification application:

Name of Tourism Accreditation Program:

Date:

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CORE CRITERIA

It is a requirement that the following plans and procedures be reviewed and

updated annually. You must submit evidence of these plans with your application

if you are not ATAP certified; evidence can simply comprise a table of contents.

Should your existing plans meet the requirements, please send evidence of these

rather than creating new documents.

1.1 Business Sustainability Planning

Tick

The business has documented and implemented the following management plans and procedures:

Business plan

Including: Description of the business, Business Objectives, SWOT analysis, Financial Budget.

Marketing Plan

Including: Marketing Research and Competitive Positioning, Identification of Target markets, Marketing Objectives, Marketing Strategies.

Human Resources Management

Including: Roles and Responsibilities, Staff Rosters and Organisational Charts, Recruitment, Induction and Appraisal Systems, Training and ongoing professional

development, Personnel Records, Communication System with staff, Appropriate Workplace Behaviour Policy.

Operational Management

Including: Financial Management System, Ordering and Purchasing Procedures, Suppliers and Business Partners, Managing and Storing Goods, Cleaning and Daily maintenance program, Schedules maintenance of buildings and equipment, Details of ongoing improvement.

Customer Services Standards

Including: Customer Service Delivery and Customer Standards for Staff, Customer

Greeting Procedures, Customer Complaints Management and Feedback process, Bookings, Confirmation and Cancellations Policy, Signage, Access and Parking details.

Risk Management

Including: Compliance with Workplace health and safety, Risk Management Plan and strategies, Emergency procedures and evacuation plan, Location of suitable First Aid Kit,

A HAZCHEM plan, Incident Report Forms, Fire Management.

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CORE CRITERIA

1.2 Legal compliance

There are a number of regulations, licences and permits including vessel surveys

that are required to operate.

1.3 Insurance Details

Public Liability Insurance and other business insurance provide necessary

security in the event of an incident affecting the business operation.

Tick

Demonstrate that the business carries Public Liability Insurance with a minimum cover of $10 million for ALL activities offered as part of the tourism business, or as required by some organisations and government agencies.

A copy of the current Public Liability Insurance Certificate will be sighted at audit.

NOTE: If the business subcontracts any activities the business should ensure that the contractor has adequate Public Liability Insurance cover (e.g. transport, catering).


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Tick

The business complies with all necessary Regulations and Permits to operate as a tourism business.

Businesses must comply with all legal and industry requirements to operate. Awareness of all licences and permits that apply to the business is the responsibility of the business. Contact the State/Territory tourism office and/or government business development office for more information on necessary licences, permits and other compliance issues.

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2. Responsible Marketing

Marketing is accurate and leads to realistic expectations.

Marketing provides clients with information that increases respect for the natural

and cultural environments visited. Operators provide clients with an accurate

and responsible depiction of what to expect from the product.

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2. Responsible marketing CORE CRITERIA

Marketing material provides customers with an accurate and responsible depiction of what to expect from the product and how to respect the natural and cultural environments visited.

Product

1 2 3 4

a)

At least four of the following elements are reflected in the most widely used marketing material representing the product:

The characteristics that describe the area being visited e.g. temperate rainforests, seagrass meadows, limestone caves, coral reefs;

Formally recognised values that make the area special e.g. threatened or endangered species, World Heritage status, National Estate listing;

The names of destinations shown in images; The tenure of protected areas is present in images e.g. naming the

national park or marine reserve; Principal activities undertaken by customers e.g. snorkelling,

camping; The number of customers in a typical group experiencing the

product

Capacity of transportation or accommodation used; General travel ethics addressing minimal impact behaviour for

natural areas;

Equipment, clothing and personal supplies suitable to the area visited;

Tips for how customers can maximise their enjoyment of the product e.g. places to obtain the best views;

Means of accessing additional information about the destination and all of its attractions;

Means of accessing additional information about ecotourism e.g. articles, books, web sites;

Means of accessing additional information about relevant ecotourism organisations e.g. Ecotourism Australia, TIES.

b) Once certified, the ECO Certification logo must be used in marketing

material accompanying certified products and use of the logo must not be ambiguous.

c) Marketing material representing the product only features images of

places and activities that are part of the product being offered and avoids the presentation of operating practices that contradict minimal impact behaviour.


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3. Customer Satisfaction

Tourism products consistently meet customer expectations.

Customer satisfaction is achieved when the experience offered consistently

meets or exceeds the realistic expectations of customers.

Tourism operators monitor and act upon customer feedback.

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3. Customer Satisfaction CORE CRITERIA

Product

1 2 3 4

a)

Feedback on customer satisfaction is sought via at least four of the following measures: Observation of customers;

Discussions with customers;

Visitor books or feedback forms;

Regular review of operations;

Digital platforms, e.g. TripAdvisor, Yelp, Facebook, etc;

Discussions with partners such as; Visitor Information Centre staff, travel agents and wholesalers;

Review of articles by visiting journalists; and

Reviewing and responding to letters or telephone calls from customers.

b) It can be demonstrated that feedback relating to general issues, sustainability, customer service is acted upon.


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4. Environmental Management

Best practice for environmentally sustainable tourism.

Activities should not degrade the natural environment.

Operations are developed and managed to conserve and enhance the natural and

cultural environments in which they operate, through the recognition and

application of ecologically sustainable practices.

For this section you will need to submit your Environmental Management Plan.

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4. Environmental management CORE CRITERIA

4.1 Environmental Management Procedures

All operations have considered their environmental aspects and the management of such

are documented in an Environmental Management Plan or a Sustainability Management

System.

Product

1 2 3 4

a) Environmental management procedures are documented and include:

The nature of the business and potential for environmental harm from

planned, accidental and emergency situations; The environmental (including cultural) characteristics requiring

management and protection; Appropriate responses (including the provision of emergency response

equipment) to minimise the likelihood of events and mitigate impacts if they occur;

A monitoring process for key aspects of environmental risk;

Staff training requirements to ensure the capabilities to implement the environmental response;

A commitment to undertake continual improvements toward ecological sustainability through the adoption of best practice techniques;

A waste minimisation plan including a “reduce and recycle” program is documented and being implemented;

A solid waste management plan with quantitative goals to minimize waste that is not reused or recycled;

The goal of protecting endangered species, biodiversity, native vegetation, natural water flows, landscape and cultural heritage of the site.

These can be completed via EA’s Environmental Management Plan

Template.

b) Environmental management procedures are reviewed at least annually.

c) New staff have attended an induction program and existing staff attend

regular training which outlines the procedures for potential environmental emergencies.


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https://www.dropbox.com/sh/8kemnltc1u51m24/DyaqebquPk

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4. Environmental Management CORE CRITERIA

4.2 Suppliers and Business Partners

A business can make a positive contribution to emissions reduction by choosing suppliers

that are also taking action to reduce the emissions involved in the production and sale of

their products and services. Think about collaborating with other operators in your region.

Tick

a) A commitment to reducing emissions can be demonstrated by at least

one business partner or supplier. This could include, for example, their

preference for using recycled materials, purchasing in bulk, sourcing locally.

b) Products and services are obtained locally where it is available to do so. For example:

Locally produced; Requiring minimal heating/cooling for storage; Recyclable materials for assembly/repackaging; Creating minimal waste by-products.


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4.5 Location

Operations are only undertaken in appropriate locations where use and impacts are

minimised.


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Product

1 2 3 4

a) Operations that take place in protected areas are only conducted in

permitted areas, or are otherwise condoned by protected area

managers.

b) Sites should:

Be selected following consideration of alternative locations and alternative uses of the site;

Be away from areas of high conservation values (or at least be

where the use will not threaten the conservation value); Preferably use previously disturbed sites rather than undisturbed

sites; Avoid culturally sensitive sites (unless the activity involves

appropriate presentation of cultural values or conservation of cultural heritage).

c) Vehicle trips use sealed roads where possible and only venture off

formed or designated roads where it is considered appropriate.

d) The location of the experience allows accessibility for all customers

with a physical or intellectual disability.

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4.6 Construction methods and materials

Construction has maximised the use of renewable and recycled materials and has involved practices to minimise environmental impacts.

Product

1 2 3 4

a) In constructing new or maintaining infrastructure the operator must

provide evidence that environmental impacts have been minimised through at least three (for core) and six (for advanced) of the following:

Excavation has been kept to a minimum; Building materials have been sourced from renewable resources; Building materials have been sourced locally where possible; Recycled building materials have been used as a dominant source of material;

Timber treated with arsenic or copper is not used; Soil and gravel used in construction is free from weeds and plant diseases; Vehicles used to transport materials to the site are cleaned to control the transfer of weeds, fungi and diseases; Renewable energy is used to provide power used in construction; Waste to landfill has been minimised during construction;

Water run-off from a disturbed site is minimised.

Example sustainable building materials include: - Timber that is not logged tropical rainforest timber or rainforest derived plywood, but instead, plantation softwood or selectively logged hardwood; - Materials that have not involved chloro-fluoro carbons in their

production.

b) In construction of marine or water based ecotourism structures environmental impacts have been minimised through the following:

Structures shall not use toxic compounds e.g. anti-foulant; Avoid impacts on sensitive environments e.g. seagrass beds, coral reefs;

Construction waste is removed from the site and appropriately disposed of; Excavation and dredging has been kept to a minimum.

c) Briefing of construction staff, employees and contractors on the

natural and cultural values of the area and measures necessary for environmental protection was undertaken.

d) For areas of special historical or cultural significance, provide

evidence that appropriate materials and methods have been used with the goal of maintaining the historical and/or cultural identity of a place.

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4.6 Construction methods and materials

e) Design and construction of building and infrastructure: Comply with local zoning and protected or heritage area requirements; Respect the natural or cultural heritage surroundings in siting, design, impact assessment, and land rights and acquisition; Use locally appropriate principles of sustainable construction; Provide access for persons with special needs.

f) Colour scheme and aesthetic design of buildings and infrastructure

follow a natural colour palette that does not contrast with natural environment.


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4.7 Site disturbance and landscaping

The operation involves minimal disturbance; any areas disturbed are rehabilitated to restore ecological processes.

Product

1 2 3 4

a) Native species are used and not disturbed where possible, and

measures are in place to ensure non-native invasive species, pests and diseases are not introduced.

b) Landscaping involves at least three of the following to improve water

retention, carbon storage and habitat protection:

Composting;

Mulching;

Water wise plant and grass selection;

Use of drip feed irrigation systems with timers;

Minimal lawn areas;

Provision of dense groundcover;

Use of fast growing and native tree species.

c) The use of pesticides and herbicides that cause residual pollution are avoided.

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4.8 Drainage, soil and water management

Site drainage reflects the natural site topography and the operation does not cause soil

loss, or impacts such as erosion and sediment pollution to downslope lands and

waterways.

Product

1 2 3 4

a) Development has avoided extreme land shaping and surface

modifications. Drainage follows essentially natural paths and concentration of overland flow is avoided.

b) If erosion is evident, measures are being taken to stabilise and rehabilitate existing eroded areas.

c) In constructing or maintaining existing infrastructure at least six (for

core) and at least nine (for advanced) of the following measures are

undertaken: Soil and Water Management Plan was prepared during the design

stage and implemented accordingly, taking into account pollutant sources, controlling the rate of runoff, trapping sediment and other coarse particles as near to the source as practical;

The soil and water management plan was certified by a qualified

professional in erosion and sediment control; Construction methods involve erosion and sediment control measures

to minimise the amount of clearing and soil exposure;

Permanent soil conservation measures have been incorporated into the landscape design;

Design has minimised the use of impervious surfaces as they limit infiltration, increase stormwater runoff, and can cause downstream

erosion as runoff becomes concentrated; Access tracks have been constructed in a manner that minimised the

total disturbance to both soil and vegetation; Design has incorporated pervious buffer strips/soakage strips around

high use areas and impervious surfaces to allow infiltration (i.e. gardens in parking areas);

Overland flow does not pass over unprotected land surfaces or over

impervious surfaces where particles have settled; Drainage works are designed to prevent controllable erosion and to

minimise the effects of sediment transport; Stormwater is collected on site for reuse or dispersed onsite for

infiltration or irrigation of vegetation;

Permanent sediment traps or constructed wetlands, trash racks, gross

pollutant traps and/or oil and water separators have been incorporated into the design of the facility where appropriate;

A maintenance program exists for soil and water management devices.

d) Disturbed areas have been rehabilitated directly after the activity (i.e.

revegetated with naturally occurring native species reflecting the

surrounding vegetation).


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4.9 Lighting

Where natural lighting is inadequate, lighting is minimised to a level where the visibility of

signs and displays is still clear to provide for safety and security.

Product

1 2 3 4

a) At least four of the following measures have been undertaken to minimise illumination around the site:

Natural light provides all necessary illumination to all living areas of buildings during daylight hours;

External lighting is limited to that necessary for orientation, security, and safety;

Compact fluorescent bulbs are used wherever possible; Pathways, corridors and external areas are illuminated by lights

governed with movement sensors where practical; Illuminated signage is only used for emergency exits; Outside spotlights do not point above the horizontal; Incandescent floodlights are not used outside public areas; Customers are provided with portable lights to avoid fixed outside

lighting, where applicable; Solar or other renewable energy powers are used for lighting; and A lighting plan has been developed that minimizes energy power

consumption.


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4.10 Water supply and conservation Operations involve minimal use of an ecologically sustainable supply of water.

Product

1 2 3 4

a)

Water consumption is measured, sources identified, and measures to decrease overall consumption are adopted.

b)

At least Six of the following water conservation measures have been implemented:

Rainwater/stormwater collection; Composting toilets or carry out/removal of waste; Low water gardens (e.g. local native plants, drip water systems); No wash down of large areas (sweep/vacuum/blow instead); Guests given a water budget for personal use (e.g. small tank for

water supply); Guests are encouraged to reuse towels and sheets before

laundering; Written advice provided to customers to minimise water usage; Running of water is not used for thawing frozen food; Kitchen has waterless wok installed or retrofitted; Water saving devices fitted in bathrooms and kitchen areas.


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4.11 Wastewater Sewage and effluent is minimised and has no significant environmental impact.

Product

1 2 3 4

a) Wastewater receives at least secondary treatment or is composted.

Where this is not practical the method of wastewater treatment (direct disposal of sewage or septic system) is justifiable and the ongoing

impacts on ground and surface waters have been assessed and are judged to be sustainable.

b) All onsite wastewater treatment has breakdown alarms, approved

emergency bypass facilities and an ongoing water operations manual that is administered by a trained operator.

c) Public toilet facilities that have sustainable wastewater treatment are used where available (See (a) for explanation).

d) Free waste disposal in remote areas is only used where there is no

wastewater treatment available and minimal impact practices are implemented.


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4.12 Noise

The product and operations enable customers to experience the natural soundscape.

Product

1 2 3 4

a) Noise levels are considerate of nearby natural areas or adjacent residences and staff and guests are aware of noise guidelines.

b) Sound insulation is used to minimise noise from plant equipment, machinery and air conditioning.

c) Campsites have separate areas for large groups.


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4. Environmental management

CORE CRITERIA

4.13 Air quality

Product

1 2 3 4

a) The installation and maintenance of air conditioning and refrigeration

systems is completed by a licensed air conditioning or refrigeration technician.

b) Smoking is restricted to designated areas and prohibited in natural

areas and in any vehicles, vessels, or aircraft, or in any buildings used by guests.

c) The business implements practices to reduce pollution from ozone-depleting compounds and air contaminants.


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4.14 Waste minimisation and management

The waste minimisation policy of reduce, reuse, and recycle underpins the operation of the product.

Product

1 2 3 4

a) At least eight of the following measures have been undertaken:

Overpackaged goods are avoided;

Non-disposable items (e.g. utensils and containers etc.) are used;

Food and materials are purchased in bulk;

Bulk materials are obtained in reusable containers, and the

containers are returned and reused;

Organic kitchen waste is composted;

All of the following must be adhered to, to achieve Climate Action Business:

A “no print” email policy has been adopted;

A policy to recycle / refill toner cartridges has been adopted;

Participation in a regional or nationwide recycling scheme;

Promotional material use environmentally-friendly paper and inks

where possible (e.g. recycled paper, unbleached, Forest

Stewardship Council paper, soy-based inks);

Existing and potential customers are actively encouraged to pass

publications to others for reuse;

Assistance has been provided in the establishment of local recycling

infrastructure.

b) Electronic marketing is a preferred means of customer interaction.

c) A waste minimisation plan including a “reduce and recycle” program is documented and is being implemented.


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4.15 Energy use and minimisation: buildings and equipment

Nature tourism and ecotourism facilities involve minimal use of energy.

Product

1 2 3 4

a) Energy use in buildings is minimised by implementing at least four of the following measures:

Over 90% of lights are energy efficient (e.g. compact fluorescent bulbs, LED lights, sodium lamps, metal halide lamps);

Natural ventilation is maximised, minimising the need for air conditioning;

Buildings are designed to take into account climatic conditions (i.e. use of passive solar heating and/or tropical open ventilation techniques to minimise heating, ventilation and air conditioning requirements);

Cool rooms/refrigeration are designed to give maximum efficiency for the business;

Heating/cooling is restricted to living and sleeping areas with utility rooms etc. able to be isolated;

Peak electrical loads are actively managed (e.g. compressors);

Use of movement detectors to control lighting and/or air-conditioning;

Use of key-tag switches and automatic controls to ensure that air

conditioners and other energy consuming appliances are used only when required;

Energy efficient equipment with a minimum of 3.5 star rating or above through the Australian Government’s Equipment Energy Efficiency Program are utilised;

In cold climates heat-flow through windows is minimised by using double-glazed windows as well as curtains and blinds;

A designated staff member is given responsibility to minimise energy use and costs;

Heat is recovered from equipment (e.g. waste heat from a diesel generator is used to heat hot water).


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4.16 Energy use and minimisation: transport

Product

1 2 3 4

a) Transport energy use is minimised to the greatest extent possible

through at least five (for core) or seven (for advanced) of the following measures: Tours and support vehicle routes and schedules are planned to

minimise the distances travelled (including avoiding congested areas and peak hour traffic);

Customers are encouraged to use fuel efficient transport (e.g.

courtesy transfer service provided, providing public transport

information and providing bicycles for sightseeing); Staff are actively encouraged to walk, ride or use public transport to

get to work (where available);

All vehicles are regularly serviced and maintained; Cleaner fuels (e.g. diesel rather than petrol, ethanol blends, bio-

diesel, low sulphur diesel, LPG, natural gas, renewable fuel blends, ethanol, pyrolysis oils) have been investigated and used where possible;

Vehicles are set up and operated for fuel efficiency i.e. use of air deflectors, aerodynamic fairings, tarpaulins etc.;

Daily vehicle selection is appropriate to the number of passengers; Electric vehicles are used and power is provided by renewable

energy; Renewable energy is used to charge batteries and/or run portable

fridges/lights etc. e.g. wind, solar, or micro solar etc.


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4.17 Minimal disturbance to wildlife

Activities involving wildlife are often legislated with requirements varying depending on the location.

Product

1 2 3 4

a) Prior to the activity commencing, all the following measures are

taken to manage customer behaviour: Customers are advised that noise must be kept to a minimum;

Customers are advised to keep to designated trails; Instructions on correct use of equipment (snorkelling equipment,

binoculars etc.) are given; Customers are advised to avoid rapid or sudden movement;

Wildlife is not cornered, chased or provoked into performing particular behaviours (e.g. flying, gliding, defence display).

b) Operations do not cause significant disruption to behaviour such as foraging, territorial or breeding patterns. For example: an appropriate minimal approach distance to animal

breeding sites (e.g. bird nests, seal breeding colonies) is adopted.

c) Operations do not involve alterations to habitat that will result in alterations to wildlife population dynamics (e.g. trampling of vegetation, removal of nest trees, wetland drainage, etc.).

d) Wildlife handling for the purpose of visitor viewing: Only occurs with the approval of the relevant government nature

conservation agency; Is carried out only by appropriately trained or experienced staff;

and Avoids undue stress to the animal (e.g. it is not removed from its

natural habitat, it is returned to the position where it was found,

etc.).

e) Where wildlife feeding does occur: It only occurs with the approval of the relevant government

nature conservation agency; Information on the potential impacts of feeding is provided to

guests.

f) Conservation of rare or endangered species has been maximised through an understanding of their presence, needs and management practices such as:

Avoiding disruption of wildlife movement;

Avoiding breeding sites and breeding seasons.


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S O C I A L S U S T A I N A B I L I T Y

5. Working with Local Communities

Ecotourism provides constructive ongoing contributions to local communities.

In many situations the local community is integral to the ecotourism product. The

benefits of ecotourism should be distributed to the local community. Benefits

may include employment of local guides, the purchase of provisions and services

and the use of local facilities.

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5. Working with local communities CORE CRITERIA

5.1 Provision of local benefits

Operators generate constructive ongoing contributions to local communities.

Tick

a) Local residents are given equal opportunity for employment including in management positions.

ADVANCED CRITERIA

5.1 Provision of local benefits

Tick

a) Local guides are employed to present local attractions or sites, or to provide training to guides.

b) Regional food and/or wine are part of the product experience.

c) Customers are given the opportunity to purchase locally produced souvenirs during their experience.


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5.2 Minimal impact on local communities

Tick

a) Where applicable, the following sensitive issues are covered in some

form of customer briefing to minimise their impact on the local community and its lifestyle:

Subjects or language that should not be raised;

Areas that should not be entered;

Items that should not be touched, climbed or sat on;

Places, items or people that should not be photographed without approval;

Appropriate behaviour, such as talking, laughing or dancing.

ADVANCED CRITERIA

5.2 Minimal impact on local communities

Tick

a) Representatives of the local community have been invited to participate or

provide their impressions of how the operation is affecting the community, for example; in a survey, phone interview, or through social media or an interactive online poll.

b) Within the past year, representatives of the local community have been

informed of any significant changes to the scale or nature of the product, prior to the changes being introduced.


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5.3 Community involvement

Operators of ecotourism products are involved in the local community beyond what is

required to run the business.

Tick

a) Tangible support or participation has recently been offered to at least one

organisation or event that contributes to the welfare of the local community.

b) Benefits such as discounts or training has recently been offered to a local education provider, local residents or local community group.

Please provide examples in the space below

c) A representative of the operation has recently been actively involved in a local community issue.

Please provide examples in the space below

b) Examples:

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6. Cultural Respect and Sensitivity

Ecotourism is sensitive to the value of interpretation and involves different cultures,

particularly Indigenous culture.

Ecotourism in Australia is strongly linked to this country's ancient and

diverse landscape and its unique flora and fauna. Integral to this landscape are

Australia's Indigenous peoples and their equally diverse cultures and spiritual

beliefs. Whether in remote, regional or urban communities, the significance of

land to Indigenous people is ultimately bound in the spirituality surrounding the

origins of landscapes and the animals, plants and people that inhabit them. An

enriched eco-tourism experience is one of many benefits to be gained by the

Ecotourism operator embracing the Indigenous cultural aspects of the local area.

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6. Cultural respect and sensitivity CORE CRITERIA

6.1 Consultation and Training

Tick

a) Contact has been made with relevant Traditional Owners, or local

Aboriginal or Torres Strait Islander communities, to discuss and explain the nature and scope of the product and its potential impact on the community, the land and the water.

NOTE: If you operate in a national park or other legislated protected area and hold a valid licence to operate issued by the national parks service

then this is not required but it is strongly recommended that you speak to the relevant park manager and seek their advice. Information on who the relevant traditional owners are and the correct persons to speak to can be sourced from local land management agencies, relevant Land Councils, Cultural Heritage Officers, Environment Australia, State Indigenous Affairs Office, or Native Title Representative Body.

b) Guides and front-line staff responsible for delivering the product have

been briefed about how to respect and show sensitivity to Indigenous culture and heritage.

c) If a product involves a site with restricted access due to cultural sensitivity, it does so with the permission of traditional owners.

ADVANCED CRITERIA

6.1 Consultation and Training

Tick

a) Relevant components of the product are approved by representative

Traditional Owners and/or a cultural group with a direct connection to the heritage being visited.

b) Representative Traditional Owners or an appropriate cultural group are

involved in the development of interpretive material that presents any aspect of their heritage. In some cases, no interpretation may be the preferred option by traditional owners.

c) Indigenous staff who have an understanding and knowledge of local

Indigenous heritage are employed to act as interpreters and/or trainers of guides in this field.

d) Aboriginal and Torres Strait Islander peoples are provided training and support to develop tourism business management skills.

e) Appropriate representatives of the Traditional Owners are involved in strategic decisions on the presentation and interpretation of their culture.


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6.2 Visitor Information

Visitor information is accurate and reflects the beliefs and customs of the local Indigenous

communities. Visitor information should also cultivate respect.

Tick

a) The business supplies visitors with information that:

Conveys the host Indigenous community’s spiritual belief for a site;

Provides an understanding of the site’s importance and the local cultural practices and traditions;

Encourages respect and consideration of community norms, customs,

spiritual and religious beliefs.

Please note in some cases this may not be applicable as no interpretation may be the preferred option by traditional owners.

b) The relevant interpretation content of the business:

Has been derived from reputable sources, e.g. Aboriginal

elders/organisations and/or relevant government protected area managers or agencies;

Gives an accurate story about the local area.

ADVANCED CRITERIA

6.2 Visitor Information

Tick

a) The business has supplied visitors with information that:

Details cultural protocols, cultural etiquette and acceptable visitor

behaviour;

Details appropriate behaviour for photography and videos;

Addresses current issues and concerns from an Indigenous

perspective.

b) The relevant interpretation content of the business:

Shows commitment to allowing visitors to hear about and experience

Indigenous history and culture directly from local Indigenous people;

Provides information introducing visitors to present-day Indigenous

culture and social issues and demonstrates that it is a living, dynamic

culture;

Has been verified by local traditional Custodians.


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6.3 Indigenous arts, crafts and goods

Tick

a) The business has a certificate of authenticity for the Indigenous art and crafts sold.

b) The business uses and promotes the use of locally produced goods and services and promotes local / regional Indigenous arts, crafts, festivals,

attractions and events.

c) The business has formal agreements in place with communities for purchase, distribution, and / or support of emerging Indigenous artists.

ADVANCED CRITERIA

6.3 Indigenous arts, crafts and goods

Tick

a) The business complies with copyright patent and intellectual laws in relation to all Indigenous content sold, distributed, copied, published or otherwise.

b) The business conducts tourism activities with a clear understanding of the

Indigenous people’s spiritual connection to land and water and the role and responsibilities of traditional owners as custodians of the land.

c) The business has environmental management practices that respect and recognise Indigenous people’s spiritual connection to land and water.

d) The business provides information to marketing and distribution partners on

the cultural differences of Indigenous people including information on the sensitivities in dealing with and working with Indigenous culture, community and business.


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Congratulations ROC applicants! You have now completed the full application.

Please submit your application via email to your certification coach.

Documents

Application Criteria Application - WordPress.com · 2015. 6. 12. · If a section is not applicable, mark n/a in the supporting information section and provide a brief explanation