Sea World Resort Privacy Policy

We may ask you for personal information about yourself for a variety of reasons including to enable us to provide you with the goods or services you require and to assist us in carrying on our business. The personal information may include your name, current address, telephone/mobile number and email address. We take all possible steps to ensure that such information is not disclosed to or accessed by unauthorised persons.

We manage personal information provided to us by abiding with the National Privacy Principles and are committed to ensuring that the collection, retention, use and disclosure of such personal information complies with all applicable legal requirements and that there is no act or practice that would be deemed to be an interference with your privacy. Please note the following:

Why do we collect this personal information?

If you are applying for a job with us your personal information will enable us to ascertain whether you satisfy our requirements for the position. We may also use this information to identify you or to enable us to address your expectations of us in respect of how we conduct our business. It will not be added to a mailing list nor used for any other purpose without obtaining your prior consent.

What are the consequences if you do not provide the personal information?

If you do not provide your personal information we may not be able to provide the goods or services you require eg. we will not be able to process your application for employment, respond to your booking request, enter you in a competition you have applied for or identify you. In other words the business to be conducted between us will not be possible or will be severely hampered.

Who do we give your personal information to?

We do not give your personal information to third parties without your prior consent. The only exceptions to this are when we are required to disclose the information by law (eg. to WorkCover Queensland in respect of an injury to a worker) or to protect our rights, safety or property. When we have to send your personal information to contractors to do work on our behalf, we will not permit them to use your information beyond what is necessary to assist us and wherever possible they will be required to provide a confidentiality undertaking to protect your personal information.

Can you gain access to your personal information?

If you would like details of the personal information that we may hold about you in order to update it or for any other reason please forward a written request to our Privacy Contact Officer. We may ask you to complete a PERSONAL INFORMATION REQUEST FORM. We generally will not charge you a fee in respect of such access but reasonable administrative costs may be charged in some circumstances. You will be required to satisfy identity validation procedures to prove that you and the individual requesting the personal information are one and the same. Please note that the law provides some exceptions when we do not have to give you access to your personal information.

What can you do if you have a complaint?

If you are not happy in respect of how we have dealt with your personal information or in gaining access to it, you should firstly contact our Privacy Contact Officer to discuss your concerns. Then if you are still not satisfied you should contact the Office of the Federal Privacy Commissioner – Privacy Hotline on 1300 363 992 or visit their website at www.privacy.gov.au for further assistance and direction.

How to contact us

Sea World Resort
Seaworld Drive, Main Beach,
GOLD COAST QLD 4217
Phone 07 5591 0000 Facsimile 07 55912375
E-mail: privacy@seaworldresort.com.au

Tourist Dispute Resolution Policy

What can a tourist do if they have a complaint?

Sea World Resort is committed to the efficient and fair resolution of complaints by tourists who have used a travel package arranged by Sea World Resort and are not satisfied in respect of the goods or services supplied to them under the travel package. Dissatisfied tourists should either:-

1. Contact the Reception Manager or the Japanese Tour Desk Manager to make their complaint. This is FREE and the complaint will be treated as confidential if requested. The Manager and support staff shall be adequately trained in applicable legislation, interpersonal and communications skills and properly informed of our relevant policies and procedures.

In attempting to resolve the complaint, the Manager shall:

Immediately upon receipt of the complaint, if given verbally, advise the complainant as to the expected time frame within which it is intended to fully investigate the complaint and respond to the complainant in respect of the decision made and reasons for it (the Manager shall have regard to the tourist's status as a person who is only temporarily in Australia in determining the appropriate timeframe);
Within five (5) business days of receipt of a complaint, if given in writing, acknowledge receipt of the complaint by letter to the complainant and advise the expected time frame within which it is intended to fully investigate and respond to the complainant in respect of the decision made and the reasons for it (the Manager shall have regard to the tourist's status as a person who is only temporarily in Australia in determining the appropriate timeframe);
Aim to fully investigate the complaint and respond in respect of the decision made and the reasons for it within the time frame advised;
Immediately advise the complainant upon becoming aware of the existence of exceptional circumstances that will prevent the complaint being fully investigated and a decision reached within the time frame previously advised, and advising a proposed new time frame;
Keep the complainant informed regarding progress of the investigation into the complaint and whether any further information is required;
Upon completion of the investigation consider which, if any, remedies should be made available to the complainant;
Communicate to the complainant the decision made and the reasons for it and what remedies (if any) are considered fair and reasonable in the circumstances; &

Advise the complainant if they are not satisfied with the proposed resolution of the matter they may:-

Ask the matter be further reviewed by the General Manager; or
Contact the Commissioner of the Department of Fair Trading; or
Seek independent advice as to their rights to other legal remedies.

2. Immediately contact the Commissioner of the Department of Fair Trading

3. Immediately exercise their rights to other legal remedies (if any)

How do you contact us?

If a tourist would like any further information or wishes to contact us they are asked to contact the following:

General Manager
Sea World Resort
Seaworld Drive
MAIN BEACH QLD 4215
Phone 07 5591 0000
Facsimile 07 5591 2375

E-mail: julien@seaworldresort.com.au