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Group Size and Booking Policy

Purpose

This policy supports the integrity of the NEEC education program by ensuring appropriate staff-to- participant ratios and providing a safe and effective environment for both visitors and employees.

Booking Procedures

All groups must have a booking prior to visiting the NEEC. Bookings can be made online by visiting Book Canberra Excursions.

Bookings are approved by the NEEC through the Book Canberra Excursions portal. It is the responsibility of the booking agent to contact the NEEC if an email is not received within 24 hours or if there is any problem with the booking confirmation.

New bookings with invalid on-the-day teacher mobile and email address will not be approved.

Three months prior to the visit, booking agents will receive a request to confirm their booking. Failure to do so may result in the loss of the booking.

Groups unable to make a suitable booking may request via Book Canberra Excursions to be put on the waiting list. Sessions which become available due to cancellations will be offered to groups on the waiting list.

Maximum Group Size

The maximum number of participants in each session is:

• 45 primary students
• 40 secondary students, or
• 40 adults

Larger groups should book multiple sessions to ensure all participants are able to take part.

Adults accompanying school groups are not included in these numbers. However, if the number of accompanying adults results in the total number of participants exceeding 50, some may be asked to sit out to ensure a quality experience for students is maintained.

Groups Exceeding Maximum Numbers

When groups exceed maximum numbers, additional students will not be accepted.

Groups who arrive at the NEEC with numbers exceeding the maximum will be asked to have excess participants sit out in order for the rest of the group to participate.

The NEEC will provide suggested activities/options for those unable to take part in the program.

Teacher supervision

A minimum of 2 adult supervisors (in addition to NEEC staff) is required for each session at the NEEC.

Teachers remain responsible for their students during their visit. It is a requirement of the NEEC that teachers remain with their students at all times. Failure to do so may result in the session being cancelled and the school asked to leave.

Safety measures

To ensure the safety of our visitors and staff, we have implemented the following changes to our programs:

• signage with hygiene advice, and hand sanitiser stations are provided throughout the building
• program spaces will be cleaned between each session
• disposable or single-use items will be used during the simulated polling activity. Items that are not single-use will be cleaned between each session
• we do not provide a cloakroom service.

Help us protect the community by adopting the following safety measures when visiting the NEEC:

• do not visit the NEEC if a student or accompanying adult is feeling unwell or has any symptoms of COVID-19. Groups who visit the NEEC with a sick member may be declined entry or asked to leave
• while school groups do not need to social distance from each other, all students and accompanying adults must maintain a social distance of 1.5 metres from our staff.

Changes to Bookings

The NEEC should be notified of changes as early as possible. Changes to bookings can be made through Book Canberra Excursions up until two weeks prior to the date of visit.

Bookings can only be changed by the agent who has made the booking. Groups who change booking agents will be required to complete the Tour Operator Transfer form and send to Support@bookcanberraexcursions.com.au.

Late Groups

If a group arrives more than 5 minutes late for their booking, the program may have to be shortened so that they still finish at the scheduled time and other groups are not disadvantaged.

If a group arrives more than 15 minutes late for their booking, the program may be cancelled at the discretion of NEEC management.

Our Commitment

The AEC is committed to the following principles of service when dealing with NEEC bookings:

• Booking enquires are handled in a timely and courteous manner
• Bookings are taken on a first come, first serve basis. No priority or favour is given
• This policy is clearly communicated on the AEC for Schools website and through the Browse Attractions link on the Book Canberra Excursions portal.
• NEEC management is on hand to resolve issues which arise in relation to this policy
• The NEEC recognises and respects the diversity of our visitors. Groups are asked to advise the NEEC of any special requirements so that the program can be tailored to meet the needs of visitors.

Complaints

We commit to treating a complaint seriously, promptly and in line with the Complaints Management Policy. The policy sets out how to lodge a complaint and the principles and processes that we will follow to manage a complaint.

You are able to make a complaint or provide feedback online.