Book Canberra Excursions

Client Service Charter

Our online charter outlines what you can expect from us and how we, with your help, can deliver consistent, responsive and accurate booking services, utilising the Book Canberra Excursions (BCE) website and the BCE system.

We are the National Capital Educational Tourism Project (NCETP) and Partner National Attractions listed below:

  • Museum of Australian Democracy.
  • National Arboretum Canberra.
  • National Archives of Australia.
  • National Capital Authority (National Capital Exhibition, Anzac Parade, Reconciliation Place, Blundells Cottage).
  • National Electoral Education Centre.
  • National Gallery of Australia.
  • National Museum of Australia.
  • Questacon - The National Science & Technology Centre.
  • Royal Australian Mint.

Member National Attractions include:

  • Australian National Botanic Gardens.
  • Australian National University (Mount Stromlo Observatory).
  • Canberra Glassworks.
  • Cockington Green Gardens.
  • Geoscience Australia Education Centre.
  • High Court of Australia.
  • National Film & Sound Archive of Australia.
  • National Library of Australia.
  • National Portrait Gallery.
  • National Zoo & Aquarium.
  • Wildbark Learning Centre at Mulligans Flat.

Our commitment to you

We acknowledge the services we provide are important in meeting your needs and aspirations.

Our services are consistent, efficient and reliable, and are delivered by dedicated, informed, professional and friendly teams.

We are committed to the following Principles of Service.

You can expect us to:

  1. Communicate with dignity and respect.
  2. Acknowledge enquiries within 3 Business Days of receiving them, and respond with accuracy and courtesy.
  3. Process bookings on a 'first come, first serve' basis, without priority or favour.
  4. Handle bookings with honesty, impartiality and integrity.
  5. Ensure information (including admission pricing) is accurate and up-to- date.
  6. Respect and protect the privacy of information in compliance with the Australian Privacy Principles in the Privacy Act 1988.
  7. Inform you if your enquiry is complex and a delay results in delivering on our service commitment.
  8. Advise you of Terms and Conditions when approving bookings and through automatically generated emails prior to each excursion.

We expect you to:

  1. Communicate with courtesy, respect and patience.
  2. Show respect for the rights of others.
  3. Provide timely, accurate and complete information when making enquiries.
  4. Only make bookings you realistically expect to require, to allow equitable access for all.
  5. Provide required booking-related information within 3 Business Days of receiving a request for it.
  6. Provide a transfer form within 3 Business Days of receiving a request for it.
  7. Maintain a realistic expectation of services we provide to you.
  8. Work with us to resolve issues.
  9. Recognise our teams ensure consistent service standards across all stakeholders by adhering to their policies and procedures.
  10. Inform us if you require assistance or have special needs related to accessing our services, to help venues tailor their programs to the needs of visitors.

Let us know about our services

  1. We invite constructive feedback to help us continuously improve our service quality.
  2. We invite praise when you receive excellent customer service, to help us to recognise contributions made by our teams.

If we don't meet your expectations

  1. We will handle complaints efficiently, consistently and with confidentiality.
  2. If services you received have not met your expectations, we encourage you to inform us via email at the earliest convenience.
  3. We will respond to complaints as soon as possible, acknowledging the nature of some complaints may require longer response times.
  4. Complaints regarding services, bookings or experiences can be made in writing via email, addressed to relevant attractions.
  5. Refer to each attraction's website for further information regarding their contact details and complaint processes.
  6. Complaints regarding the useability and functionality of the BCE system can be made in writing via email to Support@bookcanberraexcursions.com.au.
  7. We will seek to respond to all complaints within 3 Business Days of receiving them.

Let us know about our website

We invite constructive feedback on how the BCE system works for you, to help us continuously improve the system.

Feedback can be emailed to Support@bookcanberraexcursions.com.au.