❓ A WA parliamentary question regarding accommodation complaints and illegal reselling on Rottnest Island. The Minister provides a breakdown of complaints and outlines actions taken to address the issues.
AnsweredQoN 1317Legislative Council
QuestionView source ↗
ROTTNEST ISLAND — ACCOMMODATION
1317. Hon COLIN de GRUSSA to the minister representing the
Minister for Tourism:
I refer to the Rottnest Island
Authority Annual report 2021–2022 and correspondence sent to the
minister in October 2022 and answered by his office in relation to
accommodation services on the island.
(1) Please detail
the breakdown by topic of the 285 formal complaints in the last financial year.
(2) Given there
were only 123 formal complaints received in 2019–20, what is the
minister doing to address the 230 per cent increase in complaints?
(3) What steps is
the minister taking to act on the black market accommodation swapping and
selling group, which is potentially in contravention of the Rottnest Island
Authority Act 1987?
(4) If no steps are being taken, will the minister seek
to deregulate the market of accommodation on Rottnest Island?
1317. Hon COLIN de GRUSSA to the minister representing the
Minister for Tourism:
I refer to the Rottnest Island
Authority Annual report 2021–2022 and correspondence sent to the
minister in October 2022 and answered by his office in relation to
accommodation services on the island.
(1) Please detail
the breakdown by topic of the 285 formal complaints in the last financial year.
(2) Given there
were only 123 formal complaints received in 2019–20, what is the
minister doing to address the 230 per cent increase in complaints?
(3) What steps is
the minister taking to act on the black market accommodation swapping and
selling group, which is potentially in contravention of the Rottnest Island
Authority Act 1987?
(4) If no steps are being taken, will the minister seek
to deregulate the market of accommodation on Rottnest Island?
AnswerView source ↗
I thank the
member for the question. The following information is provided by the Minister
for Tourism.
(1) The breakdown
of the 285 formal complaints is in tabular form and I seek leave to have the
response incorporated into Hansard .
[Leave
granted for the following material to be incorporated.]
Complaint category
Number
Accommodation (cleaning, missing inventory, views,
pests, maintenance, renovations)
57
Public facilities / amenities (cleaning, shelter,
safety, toilets, seating)
30
Commercial business (service, quality, closures,
noise)
41
Antisocial behaviour
3
Customer service
13
Luggage (lost, misplaced or delayed, luggage
restrictions' luggage labels)
3
Booking process (wait times on phone, payments,
ballot, check-in, online booking system, availability)
48
Boating / moorings
5
Prices too high (accommodation costs, ferry cost,
tour costs, food & beverage, landing fees at airport)
2
Environmental (quokka, birds, crows, seagull,
peacocks)
26
Covid-19
2
Construction works
23
Other
32
Total
285
(2) During 2019–20, numbers were impacted by a
72-day closure of the island and additional lockdown periods resulting in reduced visitation and subsequent
reduction in total complaints. Complaints across all years represent less than 0.1 per cent of visitation numbers. When
trends in complaints are identified, these are addressed.
(3) In February
2022, the Rottnest Island Authority accommodation terms and conditions were
updated to include a clause that allows the
RIA to decline a transfer of accommodation if it is deemed to have breached the terms and conditions. If instances of inappropriate reselling of RIA accommodation
are identified, RIA has the ability to refuse a transfer.
(4) Not applicable, see (3) above.
member for the question. The following information is provided by the Minister
for Tourism.
(1) The breakdown
of the 285 formal complaints is in tabular form and I seek leave to have the
response incorporated into Hansard .
[Leave
granted for the following material to be incorporated.]
Complaint category
Number
Accommodation (cleaning, missing inventory, views,
pests, maintenance, renovations)
57
Public facilities / amenities (cleaning, shelter,
safety, toilets, seating)
30
Commercial business (service, quality, closures,
noise)
41
Antisocial behaviour
3
Customer service
13
Luggage (lost, misplaced or delayed, luggage
restrictions' luggage labels)
3
Booking process (wait times on phone, payments,
ballot, check-in, online booking system, availability)
48
Boating / moorings
5
Prices too high (accommodation costs, ferry cost,
tour costs, food & beverage, landing fees at airport)
2
Environmental (quokka, birds, crows, seagull,
peacocks)
26
Covid-19
2
Construction works
23
Other
32
Total
285
(2) During 2019–20, numbers were impacted by a
72-day closure of the island and additional lockdown periods resulting in reduced visitation and subsequent
reduction in total complaints. Complaints across all years represent less than 0.1 per cent of visitation numbers. When
trends in complaints are identified, these are addressed.
(3) In February
2022, the Rottnest Island Authority accommodation terms and conditions were
updated to include a clause that allows the
RIA to decline a transfer of accommodation if it is deemed to have breached the terms and conditions. If instances of inappropriate reselling of RIA accommodation
are identified, RIA has the ability to refuse a transfer.
(4) Not applicable, see (3) above.
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