Application & Requirements VISITOR

Transcription

1 Application & Requirements VISITOR INFORMATION CENTRES

2 Background Information The Role of VICs A VIC provides a central location (in a fixed building/structure) for visitors to gain access to timely, accurate and impartial visitor information and advice. The prime purpose of a VIC is to enhance the visitor experience, encourage visitors to stay longer and undertake additional activities, exceed visitors expectations and encourage visitors to return to the region. A VIC delivers the above by sharing its passion and providing quality and accurate information, by providing exceptional customer service and effectively promoting the range of visitor experiences and services available. A VIC also supports local businesses and tourism operators within a region. Many local business and tourism operators are reliant on the services of the VIC to provide additional business and ensure a high standard of visitor servicing in the area. The Role of the Australian Tourism Accreditation Program - Victoria (ATAP Victoria) VIC accreditation is delivered and administered by ATAP Victoria which is a program managed by the Victorian Tourism Industry Council. The Australian Tourism Accreditation Program Victoria is an industry initiative which is led by representatives from associations relevant to the sectors covered by the program. The Role of Victoria Tourism Industry Council (VTIC) Victoria Tourism Industry Council (VTIC) manages the VIC trademark i-brand for VICs in Victoria, on behalf of Tourism Victoria. VTIC also coordinates the State-wide VIC Reference Network Group and collates statistical data from VIC's. VTIC conducts professional development activities for the VIC network and the wider tourism industry and provides specific benefits and services to its members; however, membership of VTIC is not a requirement of VIC accreditation Contact Details: Australian Tourism Accreditation Program - Victoria 150 Collins St MELBOURNE VIC 3000 GPO BOX 4352 MELBOURNE VIC 3001 Phone: Fax: accreditation@vtic.com.au Victoria Tourism Industry Council 150 Collins St MELBOURNE VIC 3000 GPO BOX 4352 MELBOURNE VIC 3001 Phone: info@vtic.com.au 2 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

3 In this Guide Background Information... 2 Contact Details:... 2 The Benefits of Accreditation... 3 The Visitor Information Centre Accreditation Process... 4 Guidelines... 4 VIC Guidelines... 5 Application Form Staff Profile Form Declaration Checklist Temporary Visitor Booth Non Routine/Unplanned Disruption to Visitor Servicing Victorian Accredited VIC Statistics Collection Policy The Benefits of Accreditation Eligible to use the Visitor Information Centre (VIC) trademark. The blue and yellow italic i has been in the marketplace for some years now and has become a powerful and sought after trademark. Opportunity to use VicRoads signage (including gateway and directional on major roads). Only accredited VICs can be provided with directional signage featuring the VIC trademark. Marketing of the VIC brand and network to the travelling public and industry. Free listings in official publications such as the official visitors guides, touring maps and authorised digital content. Access to training opportunities including the VIC professional development seminars and the annual VIC Summit. Participation in the state VIC Reference Group (as appointed) and the regional VIC network group to share information and ideas with other accredited centres and access to research, regular updates, information and advice. Access to benchmarking data and monthly reports. The accreditation process also assists VICs in running a more professional service and promotes continuous improvement. For Visitor Information Centre Customers Accreditation and the VIC brand provide visitors with confidence that they will receive a high level of service and professionalism that is consistent across Victoria. Accreditation ensures that visitors are provided with accuracy in advice and information, personally delivered service and comprehensive, timely information. In essence it provides the consumer with assurance of reliability, consistency, certainty and confidence. 3 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

4 The Visitor Information Centre Accreditation Process VICs must complete all compulsory requirements outlined in this document as well as the ATAP Core Requirements (online). VICs can complete and return the ATAP Registration form to receive personal log in details for the online program component. The desirable criteria outlined in this application have been included as they represent best practice for VICs. Although the desirable criteria are not compulsory they are highly recommended and enable VICs to achieve beyond the minimum requirements. The desirable criteria may be elevated to compulsory status over time as part of the continuous improvement of ATAP Victoria. Guidelines Definitions For the purpose of this document, the following definitions apply: An appropriate business includes (but is not limited to): an attraction, museum, interpretive centre, gallery, retail outlet, community building or leisure facility/library Full Time: 38 hours per week Equivalent Full Time: generally means that two part time employees make up the hours of a full time employee (i.e. 38 hours as defined above) - (Source for definitions: V0076 Victoria Local Authorities Interim Award 72) Host VIC: Policies and procedures of the Host VIC are replicated throughout each accredited VIC within the region, district or Local Government Area (LGA). The Host VIC is responsible for the overall management and staffing support of VICs within the region, district or LGA. Satellite VIC: Effectively run remotely with management including policies and procedures coming from the Host VIC. Accredited in its own right, with staffing support from the Host VIC. Seasonal VIC: Run in the same capacity as a Satellite VIC, however will not have access to VicRoads signage and will be operational for a portion of the year only. Temporary Visitor Booths: Short term information service available at selected events which is managed and staffed by an accredited VIC. VICs must obtain approval by ATAP to use the i logo to promote a temporary visitor booth 4 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

5 VIC Guidelines SECTION 1 Tenancy May be a shared tenancy with an appropriate business* (refer to definitions above) with the visitor servicing provided from an area independent of other tenants. The VIC may be publicly or privately operated. The Visitor Servicing area must have a clearly delineated high profile location, be easy to see, access, be well signed from the entrance point and separate from other services. New VIC applicants must demonstrate a commitment to ongoing visitor servicing for a minimum of three years within the region. All applications are subject to ATAP Victoria approval. page 10 of Note: Conflict of Interest Establishment of an accredited VIC within certain businesses may raise the issue of a conflict of interest e.g. a Visitor Information Centre in an accommodation facility. ATAP (Victoria) reserves the right to grant accreditation on a case by case basis. VICs are purpose built, stand alone and occupied independently of other tenants. SECTION 2 Support from Local Government and Tourism Associations A letter of support from both Local Government and /or your Regional Tourism Organisation verifying your role as the official Visitor Information Centre in your town must be submitted with your application. A certificate verifying your membership with your Local or Regional Tourism Organisation must be submitted with your application. page 10 of SECTION 3 Business Name Registration and Insurance VIC must register and trade with the words Visitor Information Centre or Visitor Centre in their name. In addition to insurance details provided in the ATAP Core Requirements you must provide a copy of the relevant volunteer insurances including Professional Indemnity Insurance. Staff including volunteers must also be covered when off site e.g. on a familiarisation tour. page 10 of 5 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

6 SECTION 4 Opening Hours and After Hour Information VICs must be open eight hours per day, seven days a week at least between the hours of 9am to 5pm (standard business hours) unless a demonstrated reason for limited flexibility is provided (can exclude Christmas Day and Good Friday at the Manager s discretion). VICs may choose to open from 1pm on Anzac Day, extended hours of operation on public and school holidays and at peak times are at the discretion of the manager in accordance with meeting the needs of visitors over peak periods. Opening hours must be clearly displayed to visitors during and outside normal operating hours. Consideration may be given to VICs that are required to operate outside of standard business hours or due to visitor demand. The recorded telephone message and automated response must also clearly provide these details. Locality maps for out of hour visitation must be clearly displayed and visible from outside the building. Accommodation options must be available and visible from outside the building after hours. Relevant emergency contact numbers and appropriate information (this includes police, ambulance and hospital) must be displayed and visible from outside the building. Special consideration may be given to VICs located in heritage buildings. page 10 of SECTION 5 Collection and Collation of Visitor Records VICs must collect and collate walk-in visitor statistics. VICs who are in a shared building or have multiple entries may collect walk-in visitor numbers using a manual system. VICs must collect and collate statistics on the number of visitor enquiries via phone and by recording the number of enquiries. VICs must report the number of walk-in visitor numbers, phone enquiries and enquiries to VTIC every month. VICs must conduct annual research to assist service delivery and engage in research opportunities as requested by VTIC and ATAP Victoria. VICs may collect statistics on the type of enquiries received. Recommended categories include Local Directions, Origin data, Travelling Information, Events and What s On, Things to See & Do and Accommodation. Participate in the social media space and collect/record your digital activity. Engage in various research opportunities. page 11 of 6 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

7 SECTION 6 Staffing Levels VICs must have at least one dedicated full time equivalent* (refer to page 4 for definitions) VIC paid staff member allocated to VIC activities 100% of the time. VICs must be adequately staffed (which may include paid staff members and volunteer staff members) to meet visitor demand and ensure a professional service during operating hour Volunteers must have access to a paid VIC staff member during the times when there are Volunteer only present. In a shared tenancy, any personnel working in the VIC must be trained and skilled appropriately. Priority must be given to servicing the visitor. VICs have two paid staff members allocated to VIC activities. page 11 of SECTION 7 Visitor Services VICs must respond to a request for local and regional information to any visitor requesting it. Assistance must be provided to visitors - a self help mentality is not acceptable. Staff must answer the phone and greet visitors as clearly identified representatives of the Visitor Information Centre. Minimum customer service standards apply as per the ATAP Core Requirements. VICs will make enquiries on behalf of the visitor (whether in person, phone, or ). VICs must under all reasonable circumstances endeavour to assist with all enquiries. Staff/ Volunteers are required, to the best of their knowledge, to provide informed options to meet the visitor's needs. VICs operating a booking service must ensure that booking terms and conditions comply with all relevant legislation and comply with Consumer Affairs Victoria s guidelines for holiday accommodation providers and booking agents. Demonstrated contribution to digital content/social media within your municipality/region. All Visitor Information Centres must have a refund and return policy if they sell merchandise page 11 of SECTION 8 Information Display and Policies The VIC must display local and regional brochures and information to meet the visitor needs. VIC must develop and implement an information display policy that considers display of information of accredited and non-accredited tourism businesses, display fees and membership requirements, information display categorisation (geographical and/or sector specifics) and deceptive advertising. VICs must have appropriate brochure and information display racks including clearly labelled sections e.g. local/regional accommodation, attractions, maps etc. Emergency information and/or display able to be viewed both during hours of operation as well as after hours There is electronic Information available e.g. ipad, destination app Multilingual information is available page 12 of 7 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

8 SECTION 9 Visitor Information Models In addition to the traditional VIC Model, there are a range of models that ATAP (Victoria) would approve accreditation/use of logo for Satellite VIC Model This is an optional model that a particular funding body, region, district or Local Government Area (LGA) may adopt. Each funding body, region, district or LGA must have at least one dedicated full time equivalent* (refer to page 4 for definitions) paid staff member allocated to VIC activities 100% of the time for each VIC within this area. For example, if there are three VICs located within a particular area, there would need to be at least three staff employed to work the equivalent of three full time staff of 114 (38hours x 3) hours per week. These staff members do not have to necessarily be situated at the VIC but their duties are 100% dedicated to VIC activities. Each VIC contained within this model would be required to work under the same business model that contains uniform policies and procedures across the region. The business model would need to demonstrate a willingness to service each VIC contained within this model and each VIC must be accredited in its own right. Furthermore, it would be an expectation that the manager responsible for a particular VIC accredited under this model, would regularly visit the satellite centre in order to ensure the level of service is maintained and that the centre is running effectively. Each centre will have an accreditation site visit from ATAP Victoria and the standard ATAP fee is also applicable. Seasonal VIC Model The Seasonal VIC model could be an option for a region that has a high intake of visitors at a certain time of year for an extended period i.e. 4-6 months. This model must abide by the same guidelines as the Satellite VIC Model. This includes the appropriate staffing requirements for the VICs. A pro-rata fee applies. To undertake a Seasonal VIC Model, a new application will need to be completed. Must be a fixed location and have access to toilet facilities and adequate parking (as specified in Section 9). The Seasonal VIC may have a reason to have slightly varied opening times, however still must adhere to the minimum opening hours and after hour s information requirements (see Section 4). Seasonal VIC's will NOT be eligible for VicRoads signage. Note: All models must have a paid staff member present during times of emergency i.e. non-routine/ unplanned incidents. Temporary Visitor Booth (for selected events) A Temporary Visitors Booth is a short term information service available at selected events which is managed and staffed by an accredited VIC. The use of the VIC accreditation logo within a Temporary Visitor Booth must gain the approval from the Australian Tourism Accreditation Program Management Committee to ensure it is operating in accordance to accreditation practices. A request form is located at the end of these guidelines and can be completed at the time of a VIC renewal/review or in the lead up to the event. page 12 of 8 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

9 SECTION 10 Networking and Professional Development VICs form part of a VIC Regional Network Group (RNG).VIC Managers are required to actively participate in as many meetings as possible into which their VIC falls. VICs within each VIC RNG will collectively elect an (experienced) VIC Manager from their respective Network, along with a proxy to support the state VIC Reference Group for a term of two years VICs must attend a minimum of four networking/professional development activities per year, which must include attending at least 50% of VIC network meetings in your relevant region. These may also include VIC professional development seminars, the annual VIC Summit or recognised training programs. Recognised training programs are training programs that are delivered by registered training organisations authorised to deliver nationally recognised training. Staff and volunteers have First Aid Training page 12 of this booklet SECTION 11 Facilities and Amenities VICs must be accessible. i.e. easy for visitors to access via public transport or their own vehicle) and have adequate car and coach parking in close proximity to meet demand. Definition of close proximity: - within a 5 minute walk of the VIC facility; - if a shared tenancy is in place, designated visitor parking with adequate signage is required; - where a VIC is located in a highly populated area, drop off zones are required in front or as close to the VIC building as possible VICs must be accessible via multiple channels including, but not limited to, a toll free number (1800), local cost (1300) number and/or website that is marketed to the visitor. Dedicated telephone and recorded telephone message. Personal computer including and internet access for staff and volunteer use. Public toilets on site (with disabled access) or within a five minute walk. Dedicated staff toilet. Disabled access as specified by Australian Standard Local area fact file - a comprehensive reference source for staff to refer to including local area information, tourism and other community services. Brochure storage area- out of public view. Upcoming events display area, visible both externally and internally. Dedicated information/enquiry point/counter. Day book for recording statistics, information and communication between shifts. VICs must have a uniform or a minimum dress standard for all staff including volunteers. All staff members must be identifiable as VIC staff members i.e. the VIC Visitors seating area Wifi Accessibility Friendly Local merchandise/product display page 13 of 9 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

10 Application Form Blue shaded sections indicate additional documentation that must be submitted with this application. SECTION 1 Tenancy TICK INITIAL We have a purpose built stand alone tenancy We have shared tenancy with an appropriate business* (refer to page 4 for definitions) with the visitor servicing provided from an area independent of other tenants SECTION 2 Support from Local Government and Tourism Associations TICK INITIAL We have a letter of support from Local Government and/or our Regional Tourism Association verifying our role as the official Visitor Information Centre in our town Local Government Regional Tourism Association We have a certificate verifying our membership with our Local or Regional Tourism Association SECTION 3 Business Name Registration and Insurance TICK INITIAL In addition to insurance details provided in the ATAP core online requirements, we have insurance for: Volunteers Professional Indemnity SECTION 4 Opening Hours and After Hour Information TICK INITIAL Delivery of quality information services to the visitor requires a commitment to adequate staffing and standard opening times Our Visitor Information Centre is open seven days a week at least between the hours of 9am to 5pm Can exclude Christmas Day and Good Friday and prior to 1pm ANZAC Day at the Manager's discretion Opening hours are clearly displayed to visitors during and outside normal opening hours Our answering machine messages clearly provide the appropriate details Locality maps for out of hours visitation are clearly displayed and visible from outside the building Accommodation options are also available and visible from outside the building after Relevant emergency contact numbers and appropriate information (this includes police, ambulance and hospital) are displayed and visible from outside the building 10 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

11 SECTION 5 Collection and Collation of Visitor Records TICK INITIAL We collect data on all telephone, counter, mail, fax and enquiries We collect and collate statistics on the number of visitor enquiries via phone and by manually recording the number of enquiries We collate visitor numbers and enquiries and record them monthly as a minimum We collect and collate walk-in visitor statistics: Using a door counter system Using a manual system Visitor Information Centres must report the number of walk-in visitor numbers, phone enquiries and enquiries to VTIC every month We conduct an annual research survey to assist service delivery and engage in research opportunities with VTIC/ATAP We participate in the social media space and collect/record our digital activity We collect statistics on the type of enquiries received SECTION 6 Staffing Levels TICK INITIAL The following description best describes our staffing levels: Tick and initial one description only We have at least two dedicated full time equivalent* (refer to page 4 for definitions) VIC paid staff members. This does not include casuals. We have at least one dedicated full time equivalent* (refer to page 4 for definitions) VIC paid staff member. This does not include casuals. I have completed a staff profile form for all paid staff on page 14 and have included it with my application SECTION 7 Visitor Services TICK INITIAL We make enquiries on behalf of the visitor where necessary as per the requirements. We will not refuse to assist a customer with enquiries, nor enforce a self-help mentality. We will, under all reasonable circumstances, endeavour to assist with all enquiries. We will not refuse to assist a customer with enquiries, nor will we direct them to use of public phone. We ensure that booking terms and conditions comply with all relevant legislation and comply with Consumer Affairs Victoria s guidelines for holiday accommodation providers and booking agents. Demonstrated contribution to digital content/social media within your municipality/region Where applicable the VIC has a refund and return policy The VIC has a policy in place for non routine/unplanned disruptions to visitor services (see page 17) 11 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

12 SECTION 8 Information Display and Policies TICK INITIAL We display local and regional brochures and information to meet the visitor needs We have an information display policy We have appropriate brochure display racks We have Emergency Information and/or display for during and after hours The VIC has a local area fact file - includes all local area information, tourism and other community services for staff to refer to Upcoming events display area, visible both externally and internally There is electronic Information available e.g. ipad, destination app. Multilingual Information available. SECTION 9 Visitor Information Models TICK INITIAL We are a Standard VIC (refer to page 4 for definitions) We are a Seasonal VIC (refer to page 4 for definitions) We are a Satellite VIC* (refer to page 4 for definitions) We have attached the following documents to reflect the Satellite/Seasonal VIC model. Organisational Chart Position Descriptions Optional - Temporary Visitor Booths are utilised and we have an appropriate policy in place that requires approval from the ATAP Management Committee (refer to page 8) SECTION 10 Networking and Professional Development TICK INITIAL We attend a minimum of four networking/professional development activities per year These include Visitor Information Centre Professional Development Seminars, VIC Regional Networking Meetings, the annual Visitor Information Centre Summit or recognised training programs. Staff and volunteers have First Aid Training 12 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

13 SECTION 11 Facilities and Amenities TICK INITIAL VICs is accessible i.e. easy for visitors to access via public transport or their own vehicle The VIC is accessible by multiple channels incl a toll free number(1800), local cost (1300) and/or website The VIC has a dedicated telephone and answering machine The VIC has a personal computer including internet access for staff and volunteer use There are public toilets on site or within a five minute walk There is a dedicated staff toilet The VIC has disabled access as specified by Australian Standard There is brochure storage - out of public view There is a dedicated information/enquiry point/counter There is a day book for recording statistics, information and communication between shifts There is a minimum dress standard or uniform for all staff including volunteers All staff members must be identifiable as VIC staff members i.e. staff must wear a pin/badge with VIC trademark or the VIC trademark be included on staff member's uniform or name badge. Visitor's seating area WiFi is available for visitors There is a local merchandise/product display 13 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

14 Staff Profile Form (Paid Staff Only) A separate Staff Profile Form must be completed by each permanent staff member. Please photocopy this page if more than one staff member is employed at the Centre. Casual Staff do not need to complete this form. Name: Date: / / Position: Name of Employer: Employment Type: Full Time Part time Length of time in this position: New staff members only Brief description of positions held to gain this experience Please specify average weekly hours worked: Position Organisation Years What percentage of your work hours are spent on VIC duties? % Are you based on site at the Visitor Information Centre? YES NO Does your position description include responsibility for the Visitor Information Centre management or delivery of visitor services within the Centre? YES NO Is the VIC your primary responsibility? YES NO If no, please explain your other responsibilities, and indicate what percentage is attributed to each role: Signature (of person named above): 14 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

15 Declaration To be signed by the proprietor/operator (or authorised representative) after completing the Australian Tourism Accreditation Program. All information must be current and complete. 1. The information contained in this application or otherwise supplied is complete and accurate and constitutes an honest and reasonable assessment of achievement by the business of performance levels, core requirements, and sector specific requirements. 2. I agree to and accept the terms and conditions of the Australian Tourism Accreditation Program, and those of the Visitor Information Centre Accreditation Undertaking. 3. I agree to provide on request any additional information required by the Australian Tourism Accreditation Program (through the Australian Tourism Accreditation Program Management Committee or otherwise) to support this application. 4. I acknowledge that accreditation is intended to provide consumers and the tourism industry with an assurance that my product or service meets the established industry standards and that I am required to have a commitment to quality business practice, professionalism and ethical conduct. If my business is granted accreditation, I acknowledge the responsibility to uphold the required standards and to meet the expectations of consumers and the industry arising from the Australian Tourism Accreditation Program. Signature: Name: Date: Position: Checklist To assist in making sure you have supplied and completed all necessary items, please make sure you have: Completed and submitted the ATAP core online requirements Completed and provided the checklists in this VIC Guidelines document Read and understood the ATAP declaration and code of practice located online (section 14) Supplied a copy of the VIC's letters of support Supplied a certificate of membership to a local/regional tourism board Supplied Professional Indemnity insurance details Supplied a staff profile form for each staff member Signed the above declaration form Supplied policy for the non-routine/unplanned disruption checklist. 15 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

16 Temporary Visitor Booth A Temporary Visitor Booth is a short term information service available at selected events which is managed and staffed by an accredited VIC. A more permanent visitor s booth must meet standard accreditation guidelines and apply through the normal ATAP Channels. The use of the VIC accreditation logo within a Temporary Visitor Booth must gain the approval from the Australian Tourism Accreditation Program (Victoria) to ensure it is operating in accordance to accreditation practices. In order for the ATAP to approve the use of the VIC accreditation logo to promote a temporary visitor s booth a request must be made using the Temporary Visitor Booth request form. This form outlines the proposed placement of the booth, demonstrates OH&S requirements, legal considerations, signage use etc. The Request Form (below) can be completed at the time of a VIC renewal/review or in the lead up to the event. Request Form: Temporary Visitor Booth This form is to be completed and returned to ATAP (Victoria) with supporting documents for approval by ATAP (Victoria). Notification of the outcome of your request will be made within 24hours of a decision being made. Due consideration must be made when submitting your request regarding the timing of these meetings. Contact: Position: Type of Visitors Booth: Freestanding Table Caravan Trailer Banner/Posters Only Other (please specify): Date of Event: Total No. of days booth to be open: Hours of Event/Booth to be open: Checklist TICK INITIAL The VIC's Work Cover Policy covers staff working offsite. The VIC is covered by Public Liability for offsite work. The VIC's Risk Management Plan and Procedures covers the use of a temporary booth, specific to the setup, operations and packing down. The booth will be staffed at all times during opening hours. The VIC has set safe working procedures for the booth including were applicable Driving and towing Set up Pack down Securing moveable objects for both transportation and during the booth's use Signage is available to promote the booth. The booth has a brochure policy in place. 16 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

17 Non Routine/Unplanned Disruption to Visitor Servicing The purpose of these guidelines is to create the criteria required to ensure that the Visitor Information Centre (VIC) standards are upheld in the event of a non-routine or unplanned disruption to services of an accredited VIC. It is expected that the outcome of these guidelines will sit as part of a Risk Management Plan for an Accredited VIC. This should be completed as part of a VICs three yearly review, with supporting documents provided to ATAP via the Risk Management Section online. A non-routine or unplanned event refers to a situation in which the VIC is unable to carry out their duties in a traditional way due to unforeseen circumstances. This may mean one of the following scenarios: The VIC needs to temporarily relocate to an alternative venue The VIC needs to provide an additional information service in a separate location - The VIC's hours of operation are disrupted. The situation or circumstance which may cause the disruption to services would fall under one of the following types: Immediate threat to the VIC e.g. from fire, flood, natural disaster, bomb threat to vicinity in which the VIC resides in; As part of council policy due to external forces e.g. it is your council policy to close due to a Code Red or Extreme fire danger rating; - Disaster affected area within local area e.g. main roads to your VIC are closed due to fire, flood, road collapse; Unexpected disruption to services e.g. power outage; and Relocation due to short term major building/maintenance works. It is expected that the temporary closure of the VIC's permanent building would not exceed more than 2 months. In the case that the VIC needs to close for a greater period of 2 months, then a new application will need to be made to ATAP for the alternate venue. Signage TICK INITIAL There will be appropriate signage displayed outside of the permanent VIC notifying passing traffic of the change to services For a relocation this signage must detail the address of the alternate location, expected duration of relocation and phone number for further information. For a disruption to opening times the signage must detail the changes to the opening and closing times and ensure it is clearly marked as a temporary change We will not refuse to assist a customer with enquiries, nor will we direct them to use of public phone. For relocation, there will be appropriate portable signage to be used at the relocated centre for passing traffic to identify the visitor services. Signage for a relocation clearly identifies that it is a temporary site for visitor servicing. Any signage used externally during the relocation meets local signage rules. Communication TICK INITIAL There is a procedure in place to notify neighbouring VICs, VTIC, Tourism Victoria and local emergency services of relevant changes There is a procedure in place to notify local businesses (including the local tourism association and/or Regional Tourism Board), members and council of relevant changes There is a procedure in place to update any phone messaging services and websites/social media as appropriate 17 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

18 Information Provision TICK INITIAL There is a brochure display policy in place specific to a temporary site There is a procedure to update local information provided e.g. hospital, police or fire services Relocation/Additional Information TICK INITIAL An analysis of an alternative site must be made with consideration to the following: Accessibility and relevance of location to the visitor (e.g. will the visitor that is affected the greatest by the change in service easily able to access the temporary location); The relocated premise must meet all occupational health and safety requirements; Non-Compulsory: it is recommended that there is a procedure in place to collect visitor statistics at the relocated centre Human Resources TICK INITIAL There is a policy in place on the staffing requirements for both paid and volunteers for disruptions to service Licencing and Insurance TICK INITIAL The Public Liability Insurance held by the VIC covers the relocated premises Workers Compensation Insurance is covered in the relocated premises Professional Indemnity Insurance for staff and volunteers is covered for the relocated premises 18 Copyright 2016 Australian Tourism Accreditation Program (Victoria)

19 Victorian Accredited VIC Statistics Collection Policy Background: Under Australian Tourism Accreditation Program guidelines for Visitor Information Centres (VICs), VICs must collect and collate walk-in visitor numbers as well as statistics on visitor enquiries via phone and . These statistics are to be reported to Victoria Tourism Industry Council (VTIC) on a monthly basis. This policy clearly outlines the roles and responsibilities regarding the use of the data. Use of data: The data lodged by VICs will be made available to the following parties: Australian Tourism Accreditation Program (ATAP) Tourism Victoria Victoria Tourism Industry Council VICs will be able to access their individual data (and benchmark against regional and state-wide averages) by logging in to the data collection website. While all data will be available to ATAP, Tourism Victoria and VTIC, these parties will not make this information publicly available in any form, including through media activities, public reports or ministerial briefings. Should any of these parties wish to make detailed data publicly available through any activity (including media activities, public reports or ministerial briefings), the consent of authorised parties of the individual VIC concerned must be sought and received in writing 19 Copyright 2016 Australian Tourism Accreditation Program (Victoria)