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AAA Tourism Assessors undertake a comprehensive training program designed to ensure national consistency in the application of the Scheme Standards and Guidelines.
In order to deliver a high level of consistency, accuracy and professionalism within the Assessment process, AAA Tourism audits each Assessor several times a year in a number of different ways. Each Assessor receives at least 3 onsite audits as well as periodic phone and desktop audits.
How Often are Properties Assessed?
AAA Tourism has a 12-18 month assessment cycle. For more information about schedules within your region please contact the Assessing Services Coordinator STAR Ratings Australia.
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What Happens During an Assessment?
On arrival at your property, the Assessor will verify all information to make sure your AAA Tourism database listing is up to date and then review any consumer feedback (complaints or commendations) AAA Tourism has received.
Your STAR Rating is based on the most common room type at your property and the Assessor will need to view several of each room type on offer to ensure consistency of facilities and the level of maintenance and cleanliness across the property.
The Assessor will select one room on which to conduct the detailed assessment. In some properties, it is necessary to view and assess a wide variety of accommodation and facilities and the Assessor will request access to view selected sections of the property.
You will be invited to accompany the Assessor during this time. Assessments can take between 45 minutes to several hours, depending on your property size and type.
At the completion of the Assessment, the Assessor will discuss it with you. The Assessment is used by AAA Tourism to determine the correct STAR Rating for the property.
Provisional STAR Rating Certification:
The Assessor will issue a 'Provisional STAR Rating Certification' to the operator at the conclusion of the Assessment. This is advisory only and is not the official Rating.
Certificate of Compliance and STAR Rating:
The official 'Certificate of Compliance' and STAR Rating will be issued by AAA Tourism, usually within 3 days of the Assessment of Compliance. Any change to a STAR Rating is effective from the date of the official 'Certificate of Compliance'.
How will I know when the Assessor is coming?
Approximately one to two weeks before the proposed visit, a fax or letter of confirmation will be sent to your property advising when the Assessor will be in your local area. This is followed by a telephone call from the Assessor one or two days prior to the day of their visit to arrange a suitable day and estimated time.
For current AAA Tourism STAR Rating Members:
To download a copy of the relevant Scheme Category Standards and Guidelines click here.
If you wish to receive the Scheme Category Standards and Guidelines in hard copy version (a fee applies to cover printing and postage costs) download the request form and fax it to AAA Tourism on 03 8601 2222.
Alternatively, call AAA Tourism on telephone 03 8601 2200 and a copy will be sent.
What if I disagree with my property's Assessment results or STAR Rating?
You may query the outcome of your property’s Assessment, however it must be within 30 days of the Certification Notice date. You may be asked to submit this in writing.
If the query requests a review of your property’s STAR Rating, a member of STAR Ratings Australia will investigate and respond in writing within ten working days. If you are not satisfied with this decision the Dispute Resolution Process will be initiated.
For information on the Dispute Resolution Process click here.
All Disputes escalated to the Dispute Resolution Process will require the Operator to complete a Notice of Dispute Form. The form must have all areas completed and be returned within 30 days of the initial decision of STAR Ratings Australia. Please contact STAR Ratings Department to request a form.
Visual Assessment:Properties positioned highly within their STAR Rating are recognised for their achievements. Eligible properties (or sections within a property) are given the opportunity to have a Visual Assessment at alternate cycles.
A Visual Assessment does not require the Assessor to audit against all the detailed list of Standards included in a Full Assessment. Rather, qualifying properties will be assessed principally against the cleanliness and appearance & condition Standards. This allows the Assessor to concentrate more on providing the Operator with feedback about the property.
To view a copy of the Backpackers Visual Assessment Criteria click here, to view a copy of the Caravan / Tourist Park Visual Assessment Criteria click here and to view a copy of the Visual Assessment Criteria for all other Categories click here.
For more information on the Visual Assessment process click here.