2. Background
As stated by the Disability and Discrimination Act 1992 (Cth) (Section 9) , an assistance animal (usually a dog) is an animal that is individually trained to do work or perform tasks for a person with a disability. The disability can be physical, sensory, psychiatric, intellectual or mental. The animal must meet hygiene and behaviour standards appropriate for an animal in a public place.
Service Animals are certified and recorded with Service Animals Australia. All certified service dogs have a dog and owner identification card. Legally, all Service Animals must be allowed in all public/guest areas (i.e. not back of house areas).
Emotional Support Animals are not recognised by Australian law. For an animal to be recognised as an Emotional Support Animal, the owner must qualify through a certified therapist or other clinical professional. There is no legal requirement for emotional support dogs to be registered in Australia. They do not share the same rights under the Disability Discrimination Act 1992. As such, Voyages is not legally obliged to offer access to Emotional Support Animals. However, in the spirit of providing accessible Indigenous tourism experiences Voyages welcomes both Service and Emotional Support Animals.
3. Scope
This policy applies to Ayers Rock Resort (ARR).
4. Policy Statement
Department Managers are responsible for ensuring all staff comply with the Service Animal Policy and Procedure.
Voyages seeks to provide a quality Indigenous tourism experience to everyone.
4.1 Service Animals
(a) Voyages welcomes all certified Service Animals.
(b) Owners are required to provide evidence of certification and up to date pet vaccinations upon reservation.
(c) Voyages reserves the right to request the removal of a Service Animal that is not behaving in a manner considered appropriate for an animal in a public place.
4.2 Emotional Support Animals
(a) Voyages welcomes all Emotional Support Animals with a letter or statement from a certified therapist or clinical professional testifying to the owner’s genuine need for the animal’s support upon reservation.
(b) Owners are required to provide evidence of certification and up to date pet vaccinations.
(c) Voyages reserves the right to request the removal of an Emotional Support Animal that is not behaving in a manner considered appropriate for an animal in a public place.
4.3 Prohibited Species
(a) Cats are prohibited from the Yulara community due to its close proximity to the National Park and potential threat to wildlife.
(b) As such, Emotional Support cats are prohibited.
5. Procedure
5.1 Equipment Required
Printed Ayers Rock Resort ‘Approved Assistance Animal’ tag.
5.2 Reservation
(a) Should a guest indicate that they wish to bring their Service or Emotional Support Animal to Ayers Rock Resort, Reservations must request:
(i) Service Animal Certification, or statement/letter from clinical practitioner certifying medical need for Emotional Support Animal
(ii) Record of up-to-date animal vaccination.
(iii) In the case of Emotional Support Animals, proof of registration with local government body and microchipping (registration and microchipping are mandatory for all registered Service Animals).
(b) Certification to be documented on Salesforce to ensure accessibility for Ayers Rock Resort.
(c) Booking is only confirmed upon receipt of above information.
(d) Reservations informs the guest that they will be asked to attach an ‘Approved Assistance Animal’ tag to the animal’s harness or leash upon check in, that will allow them to enjoy their holiday without continuous certification checks.
5.3 Check In
(a) Front Office Manager or Front Office Assistant Manager checks trace reports, identifying any Service or Emotional Support Animals. Flags with Reception team.
(b) Upon check in Guest Service Agent provides owner with an Ayers Rock Resort ‘Approved Assistance Animal’ tag and requests that the owner attach it to the animal’s harness or leash. The Guest Service Agent explains that the tag informs all colleagues that the animal is registered and approved and therefore allowed in all guest areas.
(c) Guest Service Agent requests to take a photo of the Service or Emotional Support Animal for identification around the resort.
(d) Guest Service Agent emails image of registered animal to Supervisor or Assistance Manager.
(e) Supervisor or Assistance Manager emails the image to all Ayers Rock Resort Department Heads, confirming an approved Service or Emotional Support Animal is currently in the Resort.
(f) Department Heads communicate that a registered Service or Emotional Support Animal is currently in the resort to their teams. Reminds the team that the guest has been given an ‘Approved Assistance Animal’ tag. If tag is in place, guest must be allowed to bring animal into any guest area with no need to question them regarding the animal’s certification.