Service Charter

Tourism Alliance Victoria is the peak organisation representing local and regional tourism organisations. ’s aim is to provide leadership, communication and marketing services to develop a professional and sustainable regional tourism industry in Victoria.

Who we are

Tourism Alliance Victoria is the new peak advocating for and supporting the development of a professional and sustainable tourism industry across Victoria.

Founded in 2004, Tourism Alliance Victoria was created out of a merger of  Country Victoria Tourism Council (CVTC) and the Victorian Tourism Operators Association (VTOA).

As the peak industry body for tourism in regional Victoria, ’Tourism Alliances role is vital to the growth of the tourism industry. :

• provides an effective link between government, the private sector and the media;
• provides advice and a voice to local, state and federal government on all tourism related matters;
• provides a forum to review regional tourism issues, create policy and exchange information;
• initiates and facilitates cooperative projects;
• provides an industry voice for effective lobbying;
• provides best practice and guidance;
• assists in the integration of statewide projects; and
• liaises closely with other industry organisations.

Our customers

• Members
• Visitor Information Centres
• Regional and Local Tourism Associations
• Local Government
• Industry organisations
• State Government

Service standards

• staff will be friendly, courteous and sensitive in their dealings with you and do their best to satisfy your needs.
• will respect the confidentiality of any information you provide about your business activities.
• If we receive a telephone message, we will return your call within 24 hours of leaving that message.
• If you write to us or e-mail us, you will receive acknowledgement within 2 working days.
• If cannot help you, we will assist you with information on who may be able to assist.
• ’s premises and services cater for people with a disability or disabilities.

Values

Partnership - We can only achieve our goals through effective partnerships with Tourism Victoria, Local Government, Regional Tourism Organisations and Visitor Information Centres. Similarly, many of their objectives can only be achieved through successful partnerships with . We therefore place a high value on the development of such partnerships.

Excellence and Professionalism - We value high standards in regard to quality of work, ethical conduct, good customer service, prompt and effective communication, efficient use of resources, and loyalty to and our team.

Energy and Versatility - We recognise that our role requires substantial out-of-hours work, and commit to managing our workloads to maintain effective energy levels. We acknowledge the need to share information and develop broad skills so that we can be versatile to meet changing priorities within the tourism industry, and the team.

Strategic Perspective and Results Orientation - We respect the need for all our actions and decisions to be strategically valid, and be able to be so proven. However, we also know that strategy without action achieves nothing. We will direct our efforts primarily into the implementation of actions that are strategically justified. Within our operating brief, we will strive to achieve outcomes that embrace the principles of financial sustainability, responsible resource management and transparent processes. We will actively promote and practise the principle of adding value.

Empowerment and Trust - We understand that networks within the tourism industry function best when driven by the industry. We need to empower and trust these networks in order to achieve valuable results.

Innovation and Entrepreneurship - We value entrepreneurship. In our work, we will be prepared to take considered risks in trying new initiatives, and will always look for better ways of working including those that reflect the best current industry practice. We will also specifically encourage our clients to adopt new systems and technologies that can deliver competitive advantages.

Feedback

Any suggestions or complaints regarding standards of service or the services provided, the performance of staff, or other matters affecting the business of should be directed to the Chief Executive.

This charter

This charter was written for inclusion within Tourism Alliance’s Business Plan, Operations and Procedures Manual and our Website.

Contacting

Office Hours: 8.30am — 5.00pm

Location: Level 3, 114 Flinders Street, MELBOURNE VIC 3000
Post: PO Box 18136, Collins Street East, MELBOURNE VIC 8003
Phone: 03 9650 8399
Fax: 03 9650 8543
Email: info@tourismalliance.com.au
Website: http://www.tourismalliance.com.au