Operator FAQ

This page is here to answer our most frequently asked questions for operators enquiring to list on the Welcome to Country marketplace.

What is Welcome to Country?

Short answer, Welcome to Country Ltd is a dedicated marketplace for bookable high quality Aboriginal and Torres Strait Islander experiences. It is a marketplace that makes it easy for travellers to book and connect with authentic Aboriginal and Torres Strait Islander experiences across the country.

The long answer, Welcome to Country is a not for profit organisation whose purpose is to address employment and economic outcomes in the Aboriginal and Torres Strait Islander community. We have chosen to focus on the tourism industry as a means to deliver employment and business creation. Why tourism? The simple answer, it is one of the few industries in which jobs and economic outcomes could be achieved wherever Aboriginal and Torres Strait Islander people are located – from the biggest of cities to the remotest of locations. But equally it allows people to stay connected with culture and for communities to thrive.

Core to the delivery of our purpose is three distinct areas of activity. The first, and what is considered the central enabler to achieve our purpose, is the creation of an online marketplace to facilitate sales of tours and experiences. The second, is to provide support services to entrepreneurs and businesses to enable them to thrive. The final part is exploring ways to bring capital funds into the sector to support start up and growth of businesses.

As a new organisation, Welcome to Country has determined that it will initially focus on the marketplace. The other areas remain priorities and will be added as we grow and find additional support.

However, we have also started to focus on establishment of new experiences by working with existing and new operators to create new experiences. This delivers on our core purpose of creating jobs and businesses whilst addressing the need for the volume of product on the marketplace.

Why should I list with Welcome to Country?

Welcome to Country is a not for profit Aboriginal led business, governed by a passionate board, independent from government, that has received philanthropic investment to support our purpose and to develop the marketplace. The Welcome to Country team is a small yet diverse group of people who are motivated, creative and most importantly, driven to showcase and support Aboriginal and Torres Strait businesses to ensure they thrive and prosper.

What are the benefits to operators?

  •  No joining fees - FREE to list
  •  Competitive commission fee (20%)
  •  Ability to manage bookings and availability to respond to seasonal and cultural demands
  • Safe and secure payment path
  • User friendly operator portal
  • Business development opportunities
  • Sector specific marketing

What is the criteria for listing?

To list your experience on the Welcome to Country Marketplace, your business must:

  • operate in Australia;
  • be Aboriginal or Torres Strait Islander owned; and/or
  • be an Aboriginal or Torres Strait Islander Led Experience

Operators and experience providers must:

  • meet our quality standards
  • comply with our Operator Agreement 
  • sign an Operator Agreement

How do I list my tours, experiences or events?

There are 4 easy steps to listing on Welcome to Country:

  • Send us an email to let us know you are interested in learning more and one of our friendly team members will be in touch to discuss.
  • You will then need to fill in the Business Registration Form and return to us with all requested attachments as outlined in the form.
  • Next we will send you the Experience Registration Form to complete. Please ensure you have completed all areas and images are attached.
  • Finally, you need to sign the Operator Agreement. Once we have received this your experience/s will be LIVE on our website.

Is there a limit to how many experiences I can list?

No not at all, you can list as many tours and experiences as you like.

How long will it take for my new listings to be reviewed and published on the website?

Good question, depends how quickly you can get the paperwork returned to us.

Do I get to review the listing prior to it going live on the site?

Of course, once we have loaded your experience into the backend of the site we will send it through for you to review prior to it going live.

How do I upload images to my listing?

High resolution images can be uploaded via your Experience Registration form or alternatively they can be emailed directly through to support@welcometocountry.com.

How do I make changes to my listing? 

Any updates such as editorial, date changes and price increases should be emailed to support@welcometocountry.com.

Do you release dates back?

We understand that some operators have many distribution channels and sell across a number of platforms. We suggest that you close off your dates at a suitable time so you can ensure not to double book. Alternatively email as soon as you sell out and we will close off the dates.

Is there an 'Enquire Now' function on the site?

Our site has been designed for 'Book Now' style product however we are currently in the development phase of an 'Enquire Now' button on Welcome to Country listings. This is estimated to be available around April. It will generate an email enquiry from the customer to us, capturing their name, email and the experience they are enquiring about. We would then get in touch with you or your reservations team to confirm details including price and availability.

When will I be notified of a booking?

You will be sent an SMS direct to your phone plus an email at the time of the booking with all the customer details.

How do I confirm booking details with the customer?

Once the booking has taken place you will be sent an email which will contain the customers contact details which will include email and mobile number.

When will I be paid for bookings?

Our finance system has been set up to process weekly disbursements. You will receive payment for any made bookings of your experiences within a maximum of 7 days.

You will be paid directly into your nominated bank account. This amount will be the total booking value less the 20% commission fee.

How do I cancel a booking?

Send a brief explanation to support@welcometocountry.com as soon as possible and we will respond to your request within 24 hours.

If I cancel a booking, will my guests be refunded?

This depends on your terms and conditions. Just send a brief explanation to support@welcometocountry.com and we will process your request promptly. Refunds are usually processed within 48 hours.

How often should I update my listing?

Your listing should be updated at least once every 6 months. It's important to keep your information such as contact details, pricing and images up to date to ensure potential customers are provided with accurate information about your experiences.

I no longer want to list my business on the website, how do I remove it?

Send us an email to support@welcometocountry.com and we will respond as soon as possible to follow this up with you.

What is the best email for ongoing support once I have listed?