OPERATOR HANDBOOK - Queensland
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Version 1.1: Updated 29 April 2021
O P E R AT O R H A N D B O O K
1 | Operator Handbook
Contents
This handbook is intended as a guide for Cairns & Great Barrier Reef
tourism operators to understand how to participate and maximise
the benefits of the Cairns Holiday Dollars campaign.
This is an interactive menu
Click to go directly to the page you need to go to
What you’ll find inside:
What is ‘Cairns Holiday Dollars’? 3
What is the campaign aiming to achieve? 3
What is the eligibility criteria? 4
Campaign timeline/key dates 4
Overview: How operators participate in the campaign 5
Overview: How consumers participate in the campaign 5
Marketing support for the campaign 6
Suggestions – How to make the most of the campaign 6
Help 6
How to guides: 7
How to register to take part in the campaign 7
How to register your tourism business on ATDW 9
How to set up your listing on ATDW 12
How to load your Cairns Holiday Dollars deal on ATDW 14
How to be COVID Safe and ‘Good to Go’ 17
How to take a booking with a Cairns Holiday Dollars voucher 18
How to claim reimbursement once the Cairns Holiday Dollars
voucher is used 20
Frequently Asked Questions 21
NEW Facebook vouchers: Consumer journey 24
If you need help during the campaign, please contact:
ATDW Helpdesk:
For help loading deals
atdw@queensland.com
Ph. 1800 629 749 during business hours
Dedicated operator support hotline:
For other enquiries
Ph. 13 74 68
NEW
8:00am - 6:00pm, Monday - Friday
This handbook has been updated as at operatorsupport@queensland.com
29 April 2021 following the announcement
Your TTNQ and TEQ partnership teams can also assist.
of a boost to the Cairns Holiday Dollars
campaign. New updates will be highlighted TEQ: Tourism and Events Queensland
with this icon throughout the handbook. TTNQ: Tourism Tropical North Queensland
ATDW: Australian Tourism Data Warehouse
What is ‘Cairns Holiday Dollars’? Tourism Tropical North Queensland (TTNQ), together with the Queensland Government, is excited to launch a major tourism campaign designed to encourage Queenslanders to explore the best of Cairns & Great Barrier Reef – Cairns Holiday Dollars. We will be making available 15,000 vouchers worth $200.00 (inc. GST) each to Queensland residents to enjoy tourism experiences in Cairns & Great Barrier Reef. The vouchers can be used to claim 50 per cent of any eligible tourism experience booked, up to a maximum value of $200.00 (inc. GST). The campaign aims to encourage more Queenslanders to travel to Cairns & Great Barrier Reef, extend their stay and get out and experience the diverse tours and attractions we have to offer. Queensland residents aged over 18 will be eligible to enter a draw to receive a $200.00 (inc. GST) voucher. NEW The Cairns Holiday Dollars draw was very popular, with more than 106,000 registrations received in total. Vouchers were distributed to successful recipients from 15 March and bookings have commenced. Vouchers can continue to be used to book and travel up to 11:59pm, Friday 25 June 2021. From 4 May – 25 June 2021, there will also be 5,000 vouchers distributed to travellers already in the region, utilising Facebook’s audience targeting tools to offer an instantly downloadable voucher code. These vouchers are also worth $200, allowing voucher holders to claim 50 per cent of any eligible tourism experience, up to $200.00 (inc. GST). What is the campaign aiming to achieve? Cairns & Great Barrier Reef has been one of the hardest hit regions from the impacts of COVID-19 and the Cairns Holiday Dollars promotion is designed to support the industry and continue to encourage Queenslanders to get out and explore the region’s world-class tourism experiences. By incentivising visitors to book tourism experiences, we may also see visitors extend their length of stay which generates benefits across the tourism sector – by staying longer in their accommodation, creating more opportunities to eat out and explore the local shopping opportunities. By encouraging a longer length of stay, the campaign may further stimulate and spread visitor spend throughout the region. The campaign will also support longer term domestic tourism growth by showcasing the diverse tourism experiences on offer in Cairns & Great Barrier Reef.
What is the eligibility criteria? Campaign timeline
/ key dates
The $200.00 (inc. GST) voucher can be redeemed for a 50 per
cent discount (up to $200.00 inc. GST) on tourism experiences. A
‘tourism experience’ is specified in ‘Inclusions’.
The campaign officially launches on 7 March 2021.
To register to participate in the Cairns Holiday Dollars promotion, Vouchers can be redeemed from 15 March - 25 June 2021.
a tourism operator must:
• Be a tourism operator in Cairns & Great Barrier Reef region; AND
22 February 2021
• Have a current, live ATDW listing; AND
• Be COVID Safe; AND Operator portal open
• Have a bookable tourism experience in Cairns & Great Barrier
Reef region; AND
• Offer a deal that is led by a tourism experience. 7 March 2021
Campaign announced
The following outlines examples of what tourism experiences
can and cannot be included in the deal.
Inclusions: 8-11 March 2021
Draw open for Queenslanders to register
• Adventure tourism experiences. For example, bungy jumping,
canyoning, white water rafting and skydiving.
• A tourism experience with a dining inclusion, where the tourism
experience is the booking lead. 15 March 2021
• Day Spa packages that include a minimum of two treatments. Successful entrants notified, bookings commence
• Entry to galleries and gallery exhibitions.
• Family passes for a tourism experience, including adults
and concessions. 15 March - 25 June 2021
• Scenic flights. For example, helicopter, light aircraft and hot Travel period for voucher bookings
air balloon.
• Transport that includes a tourism experience. For example, touring
and tourism experiences that includes a transfer. NEW
• Water-based activities, reef and marine tourism experiences
including diving, liveaboard experiences and multi-day expeditions. 4 May - 25 June 2021
• Wildlife parks, zoos and aquariums.
Instantly downloadable vouchers targeted via Facebook
NOTE: A Cairns Holiday Dollar Deal can be packaged with multiple campaign to travellers already in the region.
operators and/or experiences but must have a lead operator taking
the booking and responsibility of the deal which includes handling
the consumer payment and acquitting the reimbursement to
Tourism and Events Queensland.
Exclusions:
• Accommodation and overnight stays on island resorts.
• Annual Passes.
• Events. For example, concerts, sporting events and other paid
ticketed events.
• Gift shops and shopping outlets.
• Independent transport that is not part of a tour. For example,
airport transfer, shuttle bus and public transport.
• Rentals/hire including cars, bicycles, kayaks, SUP, boat and
leisure craft that is not part of a tourism experience.
• Restaurants, bars and cafes.
• Single beauty treatments such as waxing etc.
NOTE: the Cairns & Great Barrier area is defined here.
NEW
NOTE: Operator registration for Cairns Holiday Dollars closed as at
19 March 2021.
4 | Operator Handbook
Overview: How operators participate in the campaign
Booking comes to
Operator creates 15 March 2021 the operator direct,
Operator is eligible
their Cairns Voucher the consumer’s
to participate and
Holiday Dollars redemption opens, voucher covers Operator adds the
registers in the
deal in ATDW to and consumers 50 per cent of the new booking and
operator portal.
be displayed on can browse booking, up to voucher code into
Registrations
Queensland.com. Cairns Holiday $200.00 (inc. GST); the operator portal
are open until 19
You can add up to Dollars deals on the consumer pays
March 2021.
three deals Queensland.com the balance of the
deal cost
Operator validates
consumer
identification; marks
the voucher code
as ‘consumed’ in the
operator portal Operator submits
Consumer checks- Consumer enjoys a fortnightly
TEQ reimburses
in for their tourism their tourism tax invoice and
NEW the operator
experience experience! voucher report
For Facebook to TEQ
vouchers, you only
need to validate
that the voucher
holder is aged 18
years or older.
For full details of all operator requirements, please see here.
Overview: How consumers participate in the campaign
8 March 2021
(midday) 15 March 2021
7 March 2021 Voucher draw officially Consumers are notified if they have been successful in
Campaign is announced opens for registrations. receiving a voucher or not
Draw closes Vouchers are issued by email and SMS with a unique code
11 March 2021
NEW Consumer arrives
Consumer browses for their experience,
4 May - 25 June 2021 the available deals on validates their
Consumer raves about
Travellers who are Queensland.com and identification and has a
Cairns & Great Barrier
already in Cairns & Great chooses an experience great time!
Reef and their tourism
Barrier Reef will be to book.
experience to all their
targeted with Facebook NEW friends and family and
ads offering instantly Booking is made directly
on social media (we
downloadable voucher with the operator, NOTE: for Facebook
certainly hope!)
codes. These codes can including supplying the vouchers, consumers
be used immediately to unique voucher code only need to prove they
make a booking. are 18 years or older.
*Date changes, cancellations and no shows are all managed through the operator’s Terms and Conditions.
Customer support is available 8:00am - 6:00pm, Monday - Friday. Ph. 13 74 68.
5 | Operator Handbook
Marketing support Creating package deals
This is your opportunity to entice Queenslanders to try new
for the campaign experiences and explore more of the region. We encourage
tourism operators to create packages worth up to $400.00 (inc.
TEQ and TTNQ will support the Cairns Holiday Dollars campaign GST) to optimise the value of the Cairns Holidays Dollars campaign.
with a marketing and advertising campaign aiming to drive Packages can incorporate different products within your business
registrations for the voucher draw and to showcase the or you can partner with other operators to increase the value of
experiences on offer in Cairns & Great Barrier Reef. your package offering.
The marketing campaign will include a strong digital push, You’ll need to allocate one lead tourism experience on the deal, and
including social media and display advertising to drive clicks to the this business will manage the reimbursement process through TEQ
landing page. This will be supplemented with full page ads in the on behalf of all participating operators in the deal.
Courier Mail and Cairns Post.
Thank those who redeem their vouchers and travel with you
(and ask for a review)
Suggestions – how It is best practice to thank guests after they have travelled with you
and seek their feedback on their experience. This can be done in
to make the most of person at the end of the experience, by email after their experience
or by another form post-travel. You can also share with them any
the campaign photos from the experience or share your social media links to
encourage them to follow you.
Make your tourism experience stand out and use opportunities
You can also suggest they provide a review of your experience
to leverage TEQ’s marketing and advertising activities during
on review platforms, and tag photos on social media to build
the campaign.
awareness of your experience and Cairns & Great Barrier
ATDW Listing Reef region.
Ensure your ATDW listing is up to date and appealing for travellers,
More suggestions on how to deliver a world-class experience.
including your latest and greatest imagery, opening hours and how
you will keep them COVID Safe. You can also upload a holiday deal
(perhaps with extended travel dates) on ATDW to compliment your
campaign deal and upsell additional tourism experiences. Help
Email If you need help during the campaign, please contact:
Update your email database and social media followers about the
campaign and encourage them to enter the draw for a $200.00 ATDW Helpdesk:
(inc. GST) voucher. For help loading deals
Once you’re signed up for the campaign and set up a deal, atdw@queensland.com
remind your email database and social media followers about the Ph. 1800 629 749 during business hours
campaign and encourage them to book your experience.
Cairns Holiday Dollars logo Dedicated operator support hotline:
Where appropriate you can add the ‘Cairns Holiday Dollars’ logo to For other enquiries
your marketing collateral, including your social posts and website. Ph. 13 74 68
You can view and download the style guide here. 8:00am - 6:00pm, Monday - Friday
operatorsupport@queensland.com
Social Media
When posting about Cairns Holiday Dollars on social media, ensure
Your TTNQ and TEQ partnership teams can also assist.
you tag:
#thisisQueensland #explorecairnsGBR
@queensland and @tropicalnorthqueensland
You can also engage with TEQ’s social posts to let consumers know
you’re participating.
For social media best practice, read TEQ’s content framework here.
IMATE
Connect with IMATE – TEQ’s industry media agency - to
understand how you can best leverage TEQ’s investment in the
marketing campaign through paid media packages and a range of
other opportunities.
6 | Operator Handbook
How To Guides:
How to register to take part in the campaign
OPERATOR REGISTRATION HAS NOW CLOSED
How to video
There is an instructional video you can watch to
help you register in the portal. Alternatively, you
can follow the instructions below. Click to watch.
Go to the Operator Registration Portal.
Enter your ATDW Listing number (if you’re not registered for ATDW, please follow this process first).
You’ll need to do a separate registration for each of your individual ATDW listings.
Your details stored in ATDW will automatically fill the business information fields
– please update these if any of your details have changed. Then enter your address details.
ATDW Search
You can find your ATDW Listing Number by logging into
ATDW-online.com.au and viewing your listing summary.
It is located in the top left hand corner.
Business Information
Address
7 | Operator Handbook
Enter the contact details for the person in your business who will be the primary contact for the purposes of
this campaign.
Contact
In order to reimburse you for the vouchers that are redeemed through your business, we will need your
bank details. Please provide these details in this section of the form. We’ll also need you to provide either a:
Header of Bank Statement; or
Bank Deposit Slip
To verify your banking details.
This verification forms part of your agreement to the Terms and Conditions in the next section.
Payment Details
Agree to the Terms and Conditions – including a quick link to supply your bank detail verification.
Declaration
Click ‘submit’. An automated message will appear to confirm you have successfully submitted your registration.
You will also receive a reference number, which you may wish to record.
8 | Operator Handbook
How To Guides:
How to register your tourism business on ATDW
In response to the unprecedented COVID-19 crisis facing the state's tourism and events industry, Tourism and
Events Queensland, in partnership with Queensland's regional tourism organisations, is currently offering ATDW
subscription with no annual fee, providing a saving of $150 per year. This offer is available to all tourism and
events operators in Queensland. Operators looking to take up this offer should visit www.atdw-online.com.au and
click 'Register Now' in the top right corner to create an ATDW listing.
Please follow the steps below for registering your organisation and yourself as a user of ATDW-Online.
If you are having trouble setting up your listing, you can contact the ATDW Helpdesk:
atdw@queensland.com
Ph. 1800 629 749 during business hours
Step 1
Go to atdw-online.com.au
Select your account –> Tourism Operator
9 | Operator Handbook
Step 2
Insert your organisation’s information. This information will be accessible for ATDW admin users only, consumers
will not see this information.
Please enter the ABN without spaces.
10 | Operator HandbookStep 3
Create an account user. This will generate the log in details to create/amend listings on the ATDW account.
Step 4
Accept the Terms and Conditions. After you accept the Terms and Conditions, you will automatically be
prompted to set up your listing.
11 | Operator HandbookHow To Guides:
How to setup your listing on ATDW
Step 1
Login to the platform atdw-online.com.au
Step 2
Once logged in, a user will be redirected to their Listing Dashboard. Upon their first login they will be presented
with a message that reads ’Create your first listing’.
Step 3
Choose your listing category.
12 | Operator HandbookStep 4
Operators must complete all mandatory fields of information before they are able to send the listing for Quality
Assurance (QA) and approval to publish.
The mandatory fields within each category are denoted by an asterisk (*) next to that field within the orange field
menu as well as showing required in the field header on each page.
There is a ‘steps to list’ bar at the top of the listing showing how many mandatory steps are left to list. This bar is
clickable and opens a list of the required steps.
The consistent mandatory fields for most listing categories are:
• Listing Name
• Description
• Listing Type
• Location (Address and Geocode)
• Contacts (Phone, Email or Website)
• Accessibility
• Image
Step 5
Once all mandatory fields are completed, click ‘Send For Review’. Your listing will be reviewed by the ATDW QA
team and they will get in touch if any changes are required before your listing can be published. Once your
listing passes the QA team, it will automatically be published onto Queensland.com. You can log back into your
ATDW Online account anytime if you need to make changes.
13 | Operator HandbookHow To Guides: How to load your Cairns Holiday
Dollars deals into ATDW Online
Operators will provide a deal, or set of deals, to consumers to take advantage of their 50% off voucher
(up to $200.00 inc. GST). Operators will load their deal(s) into ATDW Online and this deal will then appear
on Queensland.com within a few business days.
Operators can load up to three deals
• The deals need to be for specific products, rather than a generic ‘50% off any of our products’ message.
• Operators must provide instructions to guide consumers how to book and pay for their preferred experience or tour.
• Deals loaded must also be available for any member of the general public
(who does not have a voucher) to book.
It’s a ‘deal’ not a
Example: Tropical Reef Tours* offer adult, child, senior and family passes for their boat tours. They are
discount
going to create a Cairns Holiday Dollars voucher deal for 50% off adult passes for travelers, 18 years+,
limited to one voucher per person. The offer will be valid from 15th March until the 25th of June. You do not need to
Offer: Adult Pass usually $239, now 50% off! Only $119.50 with your Cairns Holiday Dollars Voucher. discount your rates in
order to take part in this
Please see the example fields below for guidance on how to populate your Holiday Deals form in ATDW.
campaign. See more in
*Example operator only
FAQs below.
How to video
There is an instructional video you can watch to
help you load your deal into ATDW. Alternatively,
you can follow the instructions below. Click to watch.
Load your Cairns Holiday Dollars deal as an ADTW Holiday Deal:
1. Go to www.atdw-online.com.au.
2. Enter your username (email address) and password.
3. From your Listing Dashboard, click the 'Update' button next to the listing you would like to update.
4. Navigate to the 'Add a Deal/Offer' section on the left-hand side menu and add the details of your holiday deal.
5. In “Deal Type” select Voucher from the drop-down list
6. Add a Deal Offer Name – note this is what will be displayed as your Deal Name on Queensland.com,
eg. Get 50% off adult pass, now $119.50. This needs to be a brief description of your offer.
14 | Operator Handbook7. Enter a ‘Deal Description’.
Please start the Deal Description with information about the price discount. As an example, Tropical Reef
Tour Adult Pass was $239, now only $119.50. Get 50% off with your Cairns Holiday Dollars voucher. Book now
by calling us on 07 4031 1577
Include any other details for the offer - eg. what product you’re offering, key features of the product.
Please include the channel you require customers to use to book and pay (eg. via phone only) and provide
contact details (phone number/email address etc.). Maximum 55 characters.
8. Enter the ‘Deal Terms and Conditions’. Please
Please note: Deals also need to be bookable by people who do
include information specific to your business.
not have a Cairns Holiday Dollars voucher. If you are linking this
We recommend including (if applicable):
deal through to your online booking/reservations system, please
• Cancellation policy
specify in the T&Cs how these customers should book without the
• Min age / safety requirements
voucher discount (e.g. they may need to call you, or you may need
• If the deal is subject to availability
to create a second booking link).
Minimum 20 characters. Maximum 200 characters.
9. Enter the Deal ‘In-Market Dates’.
Please note: Due to technical restrictions ATDW Holiday Deals can only run for 3 months.
TEQ will adjust the in-market date to the 25th of June (End of Cairns Holiday Dollars Promotion)
These are the dates when TEQ will advertise your offer on Queensland.com.
• In-Market Start Date: 15 March 2021
• In-Market End Date: 15 June 2021
10. Enter the ‘Validity’ Dates as follows. ‘Validity’ Dates are when consumers can use your offer.
• Validity Start Date: 15 March 2021
• Validity End Date: 25 June 2021
15 | Operator Handbook11. Enter the Deal Price as the already discounted price – for example, if you are offering 50% off an adult pass
usually valued at $239, please enter $119.50 in the Deal Price field, which is the price when applying the 50%
off voucher (up to $200.00 max).
If your offer is over the value of $400, for example, an $800 family pass, please discount the $200 from the
total price, making the final deal price $600 including the voucher discount.
Leave the ‘Price Comment’ field blank.
12. Please upload a deal image that is bright, high quality and represents your experience. This must be 1600
pixel wide by 1200 pixels high in landscape orientation.
The image will also Alt Text.
Example: Reef Cruises Cairns.
13. Please enter all inclusions applicable to your deal.
Example: 5 hours on the Outer Great Barrier Reef
All snorkeling equipment and instruction included
Enjoy a delicious tropical buffet lunch overlooking the reef
Marine World - a floating reef activity platform
Note: This is not a mandatory field.
14. In the ‘Deal URL’ field, add a page on your website where you will provide information about the deal. If you’re
unable to build a page with the deal information, please provide a link to your contact page on your website.
15. Finally, please hit publish in the top right hand corner.
Your offer will be reviewed and will go live when the consumer voucher program goes live. If the program is
already live, your offer will go live as soon as it is reviewed and approved.
16 | Operator HandbookHow To Guides:
How to be COVID Safe and ‘Good to Go’
Queensland Health has minimum requirements for all businesses to operate now that restrictions are easing. It is
a requirement of participating in the Cairns Holiday Dollars campaign that you have COVID Safe documentation
and practices in place.
If you have the appropriate plans in place you can also have the ‘Good to Go’ stamp displaying on your
Queensland.com listing.
Have the right plans in place
All businesses need to complete some formal planning for COVID safety in order to operate. TEQ has a simple
summary of the required documentation on their 'Operating your business safely' webpage to help you navigate
the formal Government requirements, as well as the various optional business modules available.
Getting the Good to Go stamp
To have the ‘Good To Go’ stamp displaying
on Queensland.com:
1. Log into ATDW Online
2. Select your listing
3. Navigate to the 'Accreditations' section
4. Select the COVID Safe programs you have completed:
• COVID Safe documentation in place;
• COVID Clean module completed;
• COVID Ready Program completed.
QUEENSLAND IS
QUEENSLAND.COM
G O O D TO G O
17 | Operator HandbookHow To Guides: How to take a booking with
a Cairns Holiday Dollars voucher
Booking process
Queenslanders aged 18 years or older can register via a campaign landing page on Queensland.com
to go into the draw to receive a Cairns Holiday Dollars voucher. Successful applicants will receive
an SMS alert and an email voucher with a unique voucher code redeemable with participating
operators only.
• Cairns Holiday Dollar vouchers will be open for redemption from 15 March 2021 through to 25
June 2021.
• Queensland residents can book a Cairns Holiday Dollars deal or experience according to the
ATDW Deal listed by the participating operator. Booking must be direct with the tourism operator.
Operators will be required to specify the consumer booking and voucher redemption process in
their Cairns Holiday Dollars deal. For example, by providing a direct booking link, reservations phone
number or website address.
• A Cairns Holiday Dollars Voucher is considered ‘validated’ at time of booking and ‘redeemed’ at
time of taking the experience.
• The consumer will need to enter their unique voucher number through your booking system
when they make the booking; or you will need to record this number when taking a booking over
phone or email. You enter this number into the operator portal and mark as ‘booked’ – the system
will display an error message if the unique code is incorrect/already used. This process prevents
the reuse of the voucher with other operators and helps to mitigate fraud.
NEW
Vouchers from the
original draw will have
a 12-character code (a
combination of numbers
and letters); whereas
the Facebook vouchers
will be 6 characters,
always starting with
'FBC' and followed by a
combination of numbers
and letters.
Once in the portal, when
you enter the code,
voucher draw codes
will come up with the
person's correct name.
Facebook voucher codes
will display as 'Facebook
User' and a number (e.g.
Facebook User 0001).
18 | Operator HandbookTaking the experience
On the day of the experience, on top of your usual check-in processes, you will check the customer’s
ID and then mark the voucher off in the system as ‘consumed’ (as well as adding some final details of
the experience).
• Consumers must book and attend their tourism deal or experience, and operators must mark
the voucher status as ‘accepted’, prior to 11:59pm AEST, Friday 25 June 2021 to be eligible
for reimbursement.
• At time of experience, i.e., once the consumer has arrived at the operator to take the experience
nominated in their booking, the operator will login to the portal and mark the voucher as
‘consumed’. Cairns Holiday Dollars vouchers should not be marked as ‘consumed’ before this
time. Once marked ‘consumed’, vouchers will be assigned to the operator’s account for reporting,
invoicing and reimbursement.
Booking changes
• The consumer is to contact the operator who has accepted the booking to enact any date or
other changes in accordance with the operator’s Terms and Conditions.
• The operator will make any date changes against the Cairns Holiday Dollars voucher in the
portal.
NOTE: the consumer must have taken the experience by 11:59pm AEST, Friday 25 June 2021 to
be eligible. Voucher number is valid until the operator accepts the booking, and no additional
technical process is required.
Refunds and cancellations
• The consumer is to contact the operator who has accepted the booking to facilitate the
cancellation process in accordance with their Terms and Conditions.
• Operator will login to the operator portal to update the booking accordingly. This should be
done as soon as possible.
No shows/cancellations that incur 100 per cent cancellation fee
• No shows are considered an automatic cancellation and handled in accordance with the
operator’s Terms and Conditions.
• If the cancellation incurs 100 per cent cancellation fee, then the usual operator reimbursement
process will apply.
• Operators will be required to provide proof of cancellation terms and validation that the
cancellation attracted 100 per cent cancellation fee.
19 | Operator HandbookHow To Guides: How to claim reimbursement once
the Cairns Holiday Dollars voucher is used
Once the experience has been taken, the operator marks the voucher as ‘consumed’ in the operator portal.
The following applies to all Operators Registered for GST:
• When ready to seek reimbursement the operator will select all ‘consumed’ vouchers ready for reimbursement (select by clicking on the
row/s) and click ‘invoice’. This will automatically generate a Recipient Created Tax Invoice (RCTI) that will be emailed to the Operator’s
nominated remittance email and TEQ’s accounts support team.
• TEQ will process payments to operators as soon as possible after the RCTI is generated.
• Operators are not required to submit their own invoice to TEQ for reimbursement.
The following applies to all Operators not Registered for GST:
• When ready to seek reimbursement the operator will select all ‘consumed’ vouchers ready for reimbursement and press ‘generate
report’. This will generate a report listing all vouchers and values selected for reimbursement.
• The Operator should generate an invoice in accordance with their usual invoice raising processes and email the invoice and supporting
voucher reimbursement report to TEQ’s accounts support mailbox – accountssupport@queensland.com (please reference Holiday
Dollars and operator name in the email subject).
• Invoices issued by operators not registered for GST should be for the total reimbursed voucher values, should not include GST and
should agree with the report generated from the operator portal.
• TEQ will process payments to operators as soon as possible after the invoice is received.
The following applies for all operators:
• Enquiries regarding the status of reimbursements can be directed to TEQ’s accounts support mailbox –
accountssupport@queensland.com (please reference Holiday Dollars and operator name in the email subject).
• Operators may be required to support a sample of voucher reimbursements with evidence of customer receipt as part of a post-
reimbursement audit.
20 | Operator HandbookFAQ’s
How will Cairns Holiday Dollars work? Will Cairns & Great Barrier Reef locals be eligible
There will be 15,000 vouchers worth $200.00 (inc. GST) up for grabs
for the vouchers?
for Queenslander residents travelling to Cairns & Great Barrier Reef. Yes, there will be a limited number of vouchers available for locals.
When they book an eligible tourism experience, the voucher will cover
50 per cent of the cost, up to a maximum value of $200.00 (inc. GST).
Can more than one member of a family or travel
Visitors can only claim one voucher per person, and the vouchers,
group apply for a voucher?
and any remaining balance, are not transferable.
Yes, anyone over the age of 18 can enter the draw.
Why are you running this campaign? One voucher can be used per transaction. If two or more members
of one family or travel group were successful in receiving a
The COVID-19 pandemic has severely impacted Queensland’s voucher, they could make separate bookings for the same
tourism industry, in regions like Cairns & Great Barrier Reef, that experience, or use them for different experiences.
are dependent on international travellers. Queenslanders have
answered our calls to explore their own backyard and have given
great support to our tourism industry. We want to continue to When can the vouchers be used?
encourage Queenslanders to travel to this region, extend their stay
There’s no block out periods for the vouchers, they can be
and experience more of Cairns & Great Barrier Reef.
used anytime by 11:59pm AEST, Friday 25 June 2021, subject to
operator availability.
What is a tourism experience?
Please see above. Are vouchers transferrable?
No, the vouchers are not transferrable – they are valid for use by
Why can’t the vouchers be used for the registrant. The name on the registration must match the name
accommodation, restaurants or transport? on the booking. These details must be validated on check-in.
The purpose of this campaign is to encourage Queenslanders to
support Cairns & Great Barrier Reef tourism operators by booking What if a consumer doesn’t spend the
a tourism experience. whole $200.00?
By incentivising visitors to book tourism experiences, we may also The voucher is valid for one use only, up to a maximum
see visitors extend their length of stay which generates benefits of $200.00 (inc. GST).
across the tourism sector – by staying longer in their accommodation,
creating more opportunities to eat out and explore the local shopping
opportunities. By encouraging a longer length of stay, the campaign
What if a voucher isn’t used?
may further stimulate and spread visitor spend throughout the region. It will no longer be valid after 11:59pm AEST, Friday 25 June 2021.
The campaign will also support longer term domestic tourism
growth by showcasing the diverse tourism experiences on offer in
Cairns & Great Barrier Reef.
What will happen to any unspent funds?
If there are any unspent funds at the end of the program (from
vouchers not fully spent, or vouchers not redeemed), TEQ will work
What is Cairns & Great Barrier Reef? with TTNQ to plan for the best use of the remaining funds to drive
This is the area covered by the Tourism Tropical North Queensland demand for a Cairns and Great Barrier Reef holiday.
Regional Tourism Organisation. This includes Local Government
Areas of:
• Cairns Regional Council
What rates should my business use?
• Cassowary Coast Regional Council The rate that you base your deal on is at your discretion, however
• Northern Peninsula Area Regional Council given the deal will cover the period 15 March – 25 June 2021, we
• Tablelands Regional Council recommend using a rate that will be valid for the full duration of
• Torres Strait Island Regional Council the campaign. You may wish to consider offering a unique package
• Shires of Aurukun, Burke, Carpentaria, Cook, Croydon, or deal that is exclusive to the campaign, or you may wish to load
Doomadgee, Douglas, Etheridge, Hope Vale, Kowanyama, your standard rates.
Lockhart River, Mareeba, Mornington, Mapoon, Napranum,
Pormpuraaw, Torres, Weipa, Wujul Wujal, Yarrabah
21 | Operator HandbookFAQ’s Continued
NEW
Can I have block off dates? Can travel agents/tour desks book experiences for
No. A key message of this campaign to consumers is that there are
their clients using the vouchers?
no block-out dates, and a key aim of the campaign is to get people The decision to take bookings via a tour desk is at the discretion of
out and exploring more of the region. the operator. If the operator chooses to accept a booking through
a tour desk, they do so at their discretion and at terms agreed with
The deal that operators offer should be valid for the duration of
the tour desk. The booking must be made for the person who
the campaign, and operators should manage availability on any
is named on the voucher – vouchers are not transferrable and
given day.
proof of identity is required. Vouchers can only be claimed and
redeemed by an approved operator not a tour desk.
Do I have to offer a discount for the package?
No. You need to load a Cairns Holiday Dollars ‘deal’ that consumers What happens if our experience cancels due to
can book. This deal does not need to be a discounted deal. It weather? How do we mark this in the portal?
should be a deal (packaged, or your own product) this is bookable
This will be managed as either a booking change or cancellation in
by any Queensland resident aged 18 years or over, as well as being
line with your Terms and Conditions.
open to those with a voucher. You may wish to consider offering a
unique package or deal that is exclusive to the campaign, or you
may wish to load your standard rates. Can vouchers be used for tourism experiences
The word ‘deal’ is used because operators need to load the already booked?
offering into the ATDW ‘deals’ section in order for it to display on The Cairns Holiday Dollars campaign is intended for new bookings
Queensland.com. only. If someone is successful in securing a voucher, their existing
booking is subject to the operator’s Terms and Conditions and it is
up to the operator to consider any such request.
Can I partner with other operators?
Yes. Packaging with other operators is encouraged to add value for
consumers, and in order to optimise the 50 per cent discount up to How quickly will I be reimbursed the $200.00?
$200 (inc. GST). Any package put together must allocate one lead Once the experience has been taken and the Cairns Holiday Dollars
tourism experience on the deal, and this business manages the voucher is marked as ‘consumed’ in the portal, the operator can
reimbursement process through TEQ. submit a valid tax invoice for the total value of vouchers as part
See ‘Suggestions – how to make the most of the campaign’ for of the relevant reimbursement claim to TEQ. See above ‘How to
more advice on creating packages. claim reimbursement’.
Do the other operators I partner with have to be A consumer is having trouble with the
on ATDW? registration/booking process, where can they
get help?
Yes. If you create a package with other operators, all must be on
ATDW and they must all be COVID safe. A customer support hotline is available 8:00am – 6:00pm
Monday to Friday. Ph. 13 74 68
When do I check off the voucher number with
the consumer? Help
The consumer will need to enter their unique voucher number If you need help during the campaign, please contact:
through your booking system when they make the booking; or you
ATDW Helpdesk:
will need to record this number when taking a booking over phone
For help loading deals
or email. You enter this number into the operator portal and mark
atdw@queensland.com
as ‘booked’ – the system will display an error message if the unique
Ph. 1800 629 749 during business hours
code is incorrect/already used.
Dedicated operator support hotline:
On the day of the experience, on top of your usual check-in
For other enquiries
processes, you will check the customer’s ID and then mark the
Ph. 13 74 68
voucher off in the system as ‘consumed’ (as well as adding some
8:00am - 6:00pm, Monday - Friday
final details of the experience).
operatorsupport@queensland.com
Your TTNQ and TEQ partnership teams can also assist.
22 | Operator HandbookFAQ’s Continued - Facebook Vouchers
NEW
NEW
Does anything change for operators to be able to
take bookings with the Facebook vouchers? Does this mean people who haven’t yet redeemed
their voucher from the original draw miss out?
Nothing changes to the process you’re already following to take
bookings with the vouchers from the original draw. The voucher All vouchers will be honoured. People who hold a voucher from
codes themselves will be slightly different, and will show up the original draw still have until 11:59pm on Friday 25 June 2021 to
differently in the portal, however this doesn’t change how you use it.
process a booking. See page 18 for these details.
There is slight change when consumers check-in for their NEW
experience. If they’ve used a Facebook voucher, they’ll only need
to provide proof of their age (they must be 18 years or older) – not Does this mean that interstate visitors can
their address. potentially gain access to these new instantly
downloadable vouchers?
This is possible. While the program originally launched for
NEW
Queenslanders, this boost may see interstate visitors access a
Will locals be eligible for the Facebook vouchers? voucher, which we encourage. Ultimately this program is about
driving visitor spend in the local economy and supporting the
People in postcodes 4852 to 4891 and 4895 won’t be eligible to tourism industry.
claim these new vouchers. They’ll be targeted at holidaymakers in
the region. Operators therefore do not need to validate the voucher holder’s
address, just their proof of age (they must be 18 years or older).
NEW
Will people who already have a voucher from
the draw, also be able to download one of these
new vouchers?
Yes they will, though they are limited to one of the new vouchers
per person. The new vouchers, like the original ones, are also non-
transferable and you must be 18 years or older to claim one.
23 | Operator HandbookNEW
Facebook Vouchers: Consumer Journey
They click on the ad and The unique voucher code is then
Queensland.com opens showing the displayed. This code can then be used
MOCKUP ONLY voucher on offer. This landing page immediately to make a booking. If
Travellers who are already in Cairns & also explains how to claim the voucher, they don't use the code immediately,
Great Barrier Reef will see this ad when allows the consumer to browse the Facebook will send them a reminder
they log onto Facebook participating operators deals, answers that they have an unused offer.
FAQs, etc. The consumer will need to
click 'save' in order for their unique
voucher code to display.
The offer is also saved in the consumer's
'saved' tab on Facebook, for easy reference
later. If the consumer clicks on the reminder
email or notification from Facebook, this is
what will show up for them.
24 | Operator HandbookIf you need help during the campaign, please contact:
ATDW Helpdesk:
For help loading deals
atdw@queensland.com
Ph. 1800 629 749 during business hours
Dedicated operator support hotline:
For other enquiries Ph. 13 74 68
8:00am - 6:00pm, Monday - Friday
operatorsupport@queensland.com
Your TTNQ and TEQ partnership teams can also assist.
25 | Operator HandbookYou can also read
