Consumer Complaints
HMAA Victoria is an industry representative body and as such we are not in an a position to address consumer complaints. HMAA Victoria is not a regulatory body and has no role in admonishing property operators or individuals for issues of standards, fair trading or incidents which occur on the premises during your stay.
If you've had a bad experience during your stay and would like to make a complaint the first point of contact should be the hotel management and/or the management group if the accommodation is part of a chain. There are also a number of organisations which may be able to assist you in taking your complaint further, depending upon the nature of your complaint.
HMAA Victoria also provides resources and factsheets relating to consumer complaints. To view this information click here.
Health and Safety Issues
If your complaint relates to the condition of your accommodation in terms of cleanliness or health and safety you can contact the Department of Health for Victoria.
Department of Health Victoria
Tel: 1300 650 172 or (03) 9096 0000
Department of Health
50 Lonsdale Street
Melbourne
Victoria 3000
STAR Rated Properties
If your complaint relates to facilities at the property and standard of the accommodation you can contact AAA Tourism if the property is STAR rated.
AAA Tourism
Tel: (03) 8601 2200 Fax: (03) 8601 2222
Level 3, 131 Queen Street
Melbourne
Victoria 3000
Email: info@aaatourism.com.au
Deposits and Cancellation Fees
If your complaint relates to the room rate, deposit, cancellation fees or another aspects of your consumer rights you can contact the fair trading or consumer affairs organisation for Victoria.
Consumer Affairs Victoria
Tel: 1300 558 181
113 Exhibition Street
Melbourne
Victoria 3000
Email: consumer@justice.vic.gov.au
The Australian Competition & Consumer Commission (ACCC) may also be able to assist you in lodging a complaint in this area. Contact the InfoCentre on Tel: 1300 302 502.
Illegal Activities and Damage
If your complaint relates to illegal activities taking place at the property during your stay or incidents involving violence or damage to property you can contact the local police.
Innkeeper's Legal Liability
In the event that your property is damaged or stolen during your stay, accommodation providers may have a limited liability for the loss of guest property in certain circumstances. Liability of the accommodation provider only applies to a guest of the accommodation on the day that accommodation is provided and excludes certain items such as cars, animals etc.
Victorian Legislation relating to Innkeeper’s Limited Liability: Carriers and Innkeepers Act 1958 ss29, 30