MAKING A FAMILIARISATION HAPPENComplete guide for coordinating a familiarisation

This is a guide only, and RTOs should regard this as such. Local conditions and policies will vary so adaptation to local needs may be

necessary.

CONTENTSACTIVITY CHECKLIST.............................................................................................2TNZ FAMIL PARTICIPATION INFORMATION............................................................3FAMIL HOST CHECKLIST 4GREAT HOSTING POLICY.......................................................................................5GREAT HOSTING – FAQ’S....................................................................................10MANAGING A BIG FAMIL GROUP 14 GUEST ETIQUETTE WHILE IN NEW ZEALAND 15FAMIL GUEST PARTICIPATION FORM 17PARTICIPANT LIABILITY FORM 20HEALTH & SAFETY RISK ASSESSMENT 22 ACCIDENT/INJURY REGISTER FORM.....................................................................25INCIDENT REPORT...............................................................................................26RISK ASSESSMENT MATRIX.................................................................................28

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CHECKLIST

Where possible obtain the following information from guest

PRIOR TO FAMIL

Information on preferred activity and attraction inclusions Dietary requirements Any participant health issues Cultural considerations Accommodation requirements and styles. If a self-drive famil the RTO guest must hold a driver’s licence that is valid in NZ. If self-drive famil, the RTO host must provide a ‘driving in NZ’ briefing to all drivers prior to setting out on the road.

DURING FAMIL Host to phone a day ahead to confirm participant numbers and itinerary timing. This is particularly important

for weather-dependent activities. Any major variations in the itinerary should be advised to RTO Coordinator. Do not make changes on participant request. Operators will be expecting to meet the group and often set

their schedule around this. If for any reason a situation arises and becomes out of control of the RTO Host, should contact the RTO CEO or

senior management If group is behind schedule, please call operators and reschedule arrival time. Do not cancel activities unless in

extreme circumstances. Self drive famil guides should assign sober drivers (driver drinks no alcohol) if wine and beer tasting is in the

itinerary. If on a self-drive famil, advise drivers to fill rental cars with petrol before returning them. Rental car companies

charge significantly more to fill vehicles.

RTO coordinator

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FAMIL INFORMATION FOR PARTICIPANTSDRINKING AND DRIVING New Zealand has strict drink driving laws.  We recommend that you designate a sober drive for each vehicle if your group is travelling after drinking.

SMOKINGSmoking at airports is not allowed in terminal buildings. Most hotels no longer offer smoking rooms. Smoking inside public restaurants and bars has been prohibited.

HEALTH AND SAFETYNew Zealand is generally a very safe place in which to travel. However, you should take the same precautions here as you would at home to protect your valuables and keep yourself safe.

Take copies of your important documents (like your passport and credit cards), and keep them separate from the originals. You should also keep a record of the description and serial number of valuable items (like digital cameras).

Always lock your accommodation and vehicle and keep windows secure when you're not around. Don’t carry large amounts of cash or expensive jewellery. If withdrawing money from a machine, withdraw small amounts only - preferably during the day and shield your pin. When out at night, keep to well-lit places where other people are present. Don’t take short cuts through parks or alleyways. Travel with someone you know. Store valuables securely, ideally in a safe at your accommodation. Never leave valuables or important documents in parked vehicles. Never leave bags, backpacks, wallets or cameras unattended in any public place, especially airports, ferry terminals or bus/railway stations.

EMERGENCY INFORMATIONIn the unlikely event of an emergency, your RTO host will be able to advise you.

The emergency telephone number in New Zealand is 111. It is a free phone call. If you have an emergency and need a quick response from the Police, the Fire Service, Ambulance or Search and Rescue, dial 111.

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FAMIL HOST CHECKLIST

RTO Famil Host Checklist

ITEM COMPLETEDPRE DEPARTUREHealth and Safety Risk Assessment Completed and peer reviewed before departure All signed Liability Forms received (where required)If self-drive; willing drivers confirmed who hold an IDP, English language licence or official translation into English.NZ$ cash advance size calculated & received (if required).Any participant’s health or special dietary issues noted. Trade Coordinator advised.Participants reminded of clothing requirements for season of famil.Confirm any pre departure Airport meeting point & time.Famil Evaluation forms finalised Suggest itineraries bought electronically on laptops or as plain text documents DURING FAMILDrivers briefed on NZ driving conditions and rules on vehicle pick up.Check rental vehicles for damage on pick up and ensure this noted.Ringing ahead during famil to confirm the next day’s arrangements. (Each day).Assign non drinking drivers if self-drive after wine-tasting or meals.Self-drive vehicles refilled before drop off and checked for damage.Famil Evaluation forms collected at end of famil

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GREAT HOSTING POLICYPurpose1. RTOs host guests with the purpose of providing them with a memorable

experience so they can learn more about the country as a visitor destination and share their experience with respective stakeholders/audiences.

2. These events are referred to as familiarisation trips or ‘famils’.

3. This policy applies to RTO employees who host guests on famils and in other capacities. The policy should also be provided to hosts that are not RTO employees to assist with their hosting approach and responsibilities when they are hosting on behalf of RTOs.

Definition4. Within the Health and Safety in Employment Act 2016 (HSE Act), RTOs have

a responsibility to ensure they provides a safe working environment for their guests and that all staff are aware of their responsibilities as PCBU’s and are kept safe.

5. This is done by: assessing and managing risk; educating guests on keeping themselves safe and ensuring staff have the skills they need to act as good hosts.

Hosting Principles and Guidelines6. The following outlines the responsibilities of RTO staff in their role as ‘host’.

7. A host must ensure the safety of their guests by considering a number of different factors before, during and after the famil.

Stage one: Planning a famil

8. Planning is critical to the delivery of a fantastic experience. Many issues can be avoided by taking time to plan.

9. All guests must provide any personal information that could impact on the itinerary or on the host’s ability to manage a guest’s safety and wellness such as;

a. health concerns

b. fears and phobias

c. dietary requirements

d. accessibility or mobility constraints or barriers

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e. emergency contact details. The details of someone to contact in the case of an emergency and when the attending guest is unable to make contact themselves. This is most likely their manager (who has a duty of care for them in attending a famil)

10. This information should form part of a ‘participation form’ that is part of the famil management documentation. The document should be kept on file and given to the host so they can manage any concerns.

11. The itinerary should be developed to ensure that it:a. meets the objectives of the visit to New Zealand;

b. adheres to RTO policies, as agreed by the RTO Board of Management, and

c. meets best practice standards

12.Safe Driving and Motor Vehicle Policy: All famils must adhere to this policy, key aspects are.

a. RTO employees who are hosting a famil and are driving must have undertaken the Safe Driving Programme, if they have not then they are not allowed to drive a vehicle for this purpose.

b. The host must have a current, valid driving licence for the relevant class of vehicle being driven. International staff must have an English translated version.

c. A driver must never drive when tired. When planning an itinerary, the issue of fatigue must be considered. This includes not allowing drivers to drive within eight hours after landing after a long haul flight (a flight longer than six hours).

d. At a minimum, a 10 minute break must be taken for every two hours of driving to maintain driver alertness; and no more than eight hours of driving should be undertaken in a day.

13.First Aid: It is best practice for hosts to have a first aid kit on them at all times, rather than just in their luggage or vehicle. Hosts should plan to carry a kit in their bag or day pack. Having a first aid kit doesn’t mean that the host is the best person to assist in all instances but ensures that basic medical resources are available if required.

14.Accommodation: Hosts and guests must stay in accommodation with lockable doors and windows.

a. It is best practice to use Qualmark certified accommodation as they meet a minimum standard for customer quality.

b. Best practice is for everyone to stay in accommodation that has either a 24 hour reception desk, or the ability to contact the owner in an emergency.

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15. Activities: All activities included in an itinerary must meet their respective industry legislative standards eg: Civil Aviation Authority regulations; Maritime New Zealand regulations; Worksafe New Zealand regulations etc. These can be checked using industry websites as evidence of meeting legal minimal standards for safety e.g.

http://www.dol.govt.nz/Tools/AAOAudit/Audit/registerhttp://www.qualmark.co.nz/quality_experiences.html

16. Risk assessment: A risk assessment of the itinerary must be completed prior to the familiarisation trip beginning to identify any risks or hazards. Once identified, risks must be eliminated or controls put in place to manage them. Evidence of the control must be identified as part of this process. This risk management process must be documented and provided to the host so that they are aware of the identified risks and identified control measures.

a. The risk assessment needs to be signed and dated by the person who developed it.

b. It is best practice to get a peer review of the risk assessment, and for the peer reviewer to sign and date the documents.

c. The risk assessment must be scanned and saved for future reference.

17.Hosts: It is best practice for RTOs to ensure that employees who host have the skills and knowledge to host a familiarisation. Externally hired hosts should be assessed for their experience and capability as part of the selection process. To ensure the safety and wellbeing of guests, in preparing to host a famil a host must be:

a. Briefed in full on the details of the itinerary;

b. have provided a copy of the itinerary and all other relevant information to all guests;

c. familiar with the risk assessment so that they are aware of the risks that they are responsible for managing;

d. familiar with the guest details, so that they know any information that may impact on their ability to have a fantastic experience, and

e. familiar with the emergency reporting procedure and have key contacts loaded in their mobile phone i.e. RTO senior management

Stage two: Hosting the famil

18. Hosts: The host is the key point of contact for both the participant and the operator. The host must understand the following when hosting a famil:

a. Hosts should establish and maintain an environment where guests feel supported and they must create a safe famil environment (this includes physical safety and emotional wellbeing);

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b. guests should be provided itineraries that include location information and contact details of emergency services;

c. hosts should have access to a first aid kit and carry it with them at all times;

d. hosts must have a charged mobile phone;

e. hosts must be aware to call 111 for emergency services should they identify the need for emergency services support at any time;

f. hosts should hold a list of the rooms that guests are assigned to in so guests can be easily found;

g. hosts should call ahead to operators and accommodation providers to confirm bookings, attendance and time of arrival;

h. hosts must take all practical steps to manage their own safety eg, if walking at night, walk in groups and keep to well-lit areas, and

i. if there is a time where a host feels unsafe, they must remove themselves from the situation and then contact someone from RTO for assistance.

19. Safe Driving and Motor Vehicle Policy: All famils must adhere to this policy.

a. Alcohol may not be consumed within ten hours of driving for RTO business purposes.

b. Drivers must decide if they are fit to drive each day and consider whether fatigue or any prescribed or over the counter medications they are taking will impact on their driving ability.

c. The driver is responsible for ensuring that they and all passengers are properly seated and wearing a correctly fitted and adjusted seatbelt for the duration of all journeys.

20. Alcohol: The best practice approach to managing alcohol is to ensure that access to it is restricted. The expectations around alcohol should be made clear to guests prior to them starting drinking. The host should advise the wait staff of their expectations regarding alcohol consumption and payment.

a. The RTO host is the only person who can order alcohol that the RTO is paying for.

b. No spirits should be provided, though some cultures may prefer spirits to wine and beer. Should this be the case then two drinks can be provided during dinner as opposed to beer or wine.

c. Any additional drinks ordered following dinner will be at the guests own expense.

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d. It is best practice to ensure that wine is pre-ordered for dinner. There are five glasses of wine in a 750ml bottle so allow for no more than two or three glasses of wine or beer per person over dinner.

21. Managing and reporting an accident/incident or in an emergency: In the event of an emergency such as an accident, fire or if a crime is committed the host must take the following steps:

a. Hosts must call 111 for police, fire or ambulance.

b. Hosts should then immediately call a member of the RTO Leadership Team.

c. If medical attention is required, the person should be attended to by a qualified first aider and medical assistance sought. This may be a doctor if a non-serious harm injury or emergency services for a serious harm injury.

d. Hosts must accompany a participant if they require medical treatment.

e. Guests will be covered by New Zealand’s Accident Compensation Corporation (ACC) laws and will be able to claim back expenses. As such, guests are expected to pay for their own medical treatment. If a guest is unable to pay because they do not have their wallet with them then the host should meet the costs using RTO authorised credit card

f. The host must complete an accident/incident report form as soon as possible and within five working days.

Post Famil – learning from events

22. Complete the Accident and Incident Form and provide it to a member of the RTO leadership team as soon as possible. They will then register the accident or incident and commence a review if it is required. These are required within five days of the accident or incident.

23. Monitor, review and evaluate famil sessions on wellness and safety procedures. Any improvements are to be added to this guideline and/or respective policies.

Standards24. When an accident occurs which results in injury an investigation is

undertaken to assess how we can prevent the accident and harm occurring in the future. As a result of this process standards have been established which must be adhered too, they are:

a. Ski famil participants are required to wear a helmet;

b. Ski famil participants are required to stipulate their level of ski capability as part of the ‘individual information’ collected in planning

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the famil to determine if the participant is a beginner, intermediate or advanced skier;

c. Ski famil participants are required to undertake an assessment of their capability by an instructor or guide on arrival at the ski field to assess their capability and ensure that suitable ski trails are identified for their use;

d. Ski famil participants must be advised to have an early night prior to skiing to reduce the issue of fatigue;

e. Ski famils must be attended by an experienced RTO ski host;

f. Ski famils must not be self-drive famils in order to reduce the concern of fatigue; and

g. In hosting a ski famil there must be no more than of 10 participants to one host.

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Great Hosting - Frequently Asked Questions

1. This operator doesn't look safe what do I do? Should I say something?

Yes. Approach the operator (privately) and advise them of your concern. Point out your observation and ask them what measures can be taken to address the situation. If you are still not comfortable, please put safety and wellbeing first and excuse your guests from the activity. Please do this respectfully for all parties.

2. The person driving is not operating safely, I am concerned, what do I do?

Remove the driver and identify a suitable, licenced driver for the vehicle. You can get assistance from the RTO leadership team.

3. There has been an issue and reporters are arriving on the scene what do I do?

Do not talk to the media and ask your guests not to speak with media. Please call the RTO CEO; alternatively provide the media with contact details for them.

4. When should I call 111 for an emergency service to assist?

When you feel that you need assistance, or you do not think that the tourism operator can assist in the situation that you are in. Don’t be afraid to call 111 for assistance, they will talk you through what to do. If you are undecided, call anyway as issues can rapidly escalate.

5. One of the guests needs to end his/her famil early due to an issue at home who can assist with that?

Call an RTO leadership team member to assist you with making arrangements.

6. Can I go to bed when I want or do I have to stay with my guests until they go to bed?

Once the formal part of the evening is over, you are welcome to remove yourself from the group. You need to remind your guests of the start time and itinerary for the next day and advise them that they are responsible for themselves from this time until the morning. This also means that the RTO is no longer paying for them.

7. My guest is complaining about his room/bed etc what do I do?

Listen to their concerns and then speak with the operator to see if they can be

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addressed. Get a timeframe from the operator as to when they will be in a position to come back to you. Make sure you let your guest know what the answer is; provide them with a timeframe as to when you can get back to them with an update. Do not be afraid to say ‘sorry there is nothing we can do to assist in this matter as the hotel is fully booked etc’. The key here is ensuring that your guest is heard and that endeavours are made to address the situation.

8. Do I pay for medical costs when there is an accident?

No, because they will be covered by New Zealand’s ACC. You only pay if your guest is unable to make the payment i.e they don’t have their wallet on them.

9. My guest didn't take out their own travel insurance and they have had an accident - who covers their medical costs?

They are accountable for meeting the costs of their immediate medical treatment (there will be a fee when you visit the doctor/medical centre). Make sure that they complete an ACC form. ACC will meet the cost of their medical treatment whilst they are in New Zealand.

10. My guest wants to change the itinerary and include different activities, what do I do?

Discuss the issue with them. Your response will depend on the outcome that we are seeking to achieve. In many instances media changing activities is a reasonable request and doable and will result in a stronger story. In the Trade space this situation is less likely to occur and changing itineraries is not encouraged.

11. My guest doesn't want to participate in an activity, what do I do?

A guest should be encouraged to participate in order to achieve the outcome that is being sought. Gentle encouragement is suggested, remember that there could be something that you are not aware of which is preventing them from being able to participate in the activity at that time.

12. My guests want to film/take photos in an area that requires a film permit but we haven't arranged one - what should I do?

Advise them that they are not permitted to take photos or film in the area. Determine if an alternative can be provided. If it is essential and there is no alternative available, advise them that you will take steps to arrange a time for this to be possible. Talk with a member of the RTO leadership team to see if they can assist in arranging.

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13. An operator is taking longer than scheduled and we're running late - what do I do?

Try and avoid this situation by ensuring that they are aware of your itinerary on arrival at their operation and your expectation that the schedule is maintained. Keep an eye on time and approach the operator before you are in the situation of becoming late.

14. My guest is missing and the bus is meant to leave - what do I do?

Think safety and wellbeing first. Someone needs to find your guest and someone needs to continue hosting the rest of your guests. You will need to make a decision on the basis of the situation. The RTO, hotel or operator may be able to assist. You will need to know what flexibility you have with your itinerary as to what you can do in making the decision.

15. My guest’s behaviour and demands are making me feel uncomfortable. What should I do?

Any unwanted or offensive behaviour is considered harassment. If you feel harassed at any stage remove yourself from the situation (if you can) and phone your manager. Stay on the phone until a solution is reached.

16. My guest wants to hire a prostitute. Do I assist?

No. Advise the guest that you are not in a position to provide this information.

17. My guest is harassing another guest what should I do?

Speak to the guest who is acting inappropriately. Tell them what you have seen and that you are keen for everyone to enjoy themselves so some behaviours are not acceptable. Should this not work, ring a manager for assistance in having them removed from the famil.

18. My guest is being rude to an operator, what should I do?

Tell the operator what you have seen and ask if you can help in any way. Together work through how to manage the guest. If you need, call you manager to assist with this type of situation.

19. I think one of my guest is drinking too much at dinner - what do I do?

Please advise the wait staff of your concerns and ask that they assist in managing the situation with you.

20. We arrived at the activity and they didn't know we were

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coming/booking not made - who do I call first?

Find a safe and comfortable place for your guests to wait while you discuss the situation with the operator (e.g. the café). Discuss with the operator if it’s possible to do the activity in the timeframe itemised in the itinerary. If not, call the next activity in your itinerary and see if they could accept you earlier than expected. Call the itinerary organiser (Trade team in Wellington or IMP team in Auckland) or RTO update them on your situation and discuss next steps. They can assess how the mistake occurred and refunds etc. Avoid confrontation with the operator in front of your guests.

21. The operator is offering my guest some really expensive activities to do, they’re not in my pre-approved itinerary and the guest is really keen on them. What do I do?

Take the operator aside and confirm that the itinerary is pre-agreed and appropriate for the guest. Remind the operator that new activities may delay you and inconvenience other operators who are expecting you.

22. My guest wants to share a room with a different guest, what should I do?

This is up to the discretion of you as the host. We don’t encourage this, but in certain circumstances if this is easily possible and is not disruptive to the hotel operator then the host can facilitate guests swapping rooms.

23. There has been an incident I need to seek assistance I do not have mobile coverage and unable to communicate with emergency services, what do I do?

Please identify a person from within your group who is able to travel to a point where mobile coverage is available.

24. I carry pain relief for myself when I am hosting and one of the guests is unwell with a head ache and has asked if I have any pain relief tablets that they can use, what do I do?

Please do not provide any medicine to a guest as there may be a medical history and implications that you are not aware of. The best option is to take them to a pharmacy or medical centre (depending on the issue) so that they can speak with the pharmacist and receive the right medication for the situation.

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Managing a Big Famil Group1. Larger groups always take longer to gather together and get on and off

coaches than car or minivan sized ones.  Always give more notice than you would for a smaller group.  For example 15 minutes to get everyone with their luggage down from rooms and 15 minutes on top of that to check out.  Wake up and follow up calls are vital for big groups.  Remember even a toilet stop for a coach group will take at least 15 minutes.

2. You’ll find out in your first day with a group who will be the slowest or always looking to try to add in shopping, a chance to smoke or other activities not in the itinerary.  If they are holding up group departure have a friendly chat with them about the importance of staying on time as a courtesy to the operators that have provided free or heavily discounted experiences to make their itinerary possible and may be meeting the group in person.

3. Different cultures can be described as morning or evening ones just like individual people can.  Germans or Japanese agents are likely to be extremely punctual.  Indian or Latin American ones are used to getting to work later than Kiwis would, working a lot later and dining later than we do.  Other nationalities will have a mix of approaches to timing closer to ours.  These cultural differences will be reflected in how a famil flows.

4. If punctuality is becoming a real issue call your respective manager or your itinerary contact in to discuss a response. For any itinerary change a risk assessment will need to be undertaken to ensure that risks are identified and controlled.

5. Provide Famil agents with your business card so that they have your contact number

6. Get Famil participants to put key phone numbers in their phone so they know who to call should an urgent matter come up

7. Number your team (i.e. 1-35) and get them to say their number out loud in order when as a means of checking that you have everyone in the group or use a ‘Buddy’ approach and ask the guests to check the location of their buddy at key times

8. Get agents phone numbers/business cards so you can contact them should you need to

9. What’s App – instant messaging very good

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Guest Etiquette for Visiting New Zealand1. You do not need to dress formally, but you do need to dress neatly and

appropriately for the environment and climate that you are in.

2. New Zealanders tend to be quite reserved people, but are very friendly if given space and time, and treated politely.  Being overly friendly and loud is unsettling for New Zealanders and could be interpreted as being ill mannered.  Having said that most people in the tourism industry are well travelled themselves so will be used to a wide range of cultural approaches.

3. Please cease talking while they are being spoken to by another person (such as an operator or driver); it is seen as being rude to talk whilst another is talking.   If you’re group has limited English please ask the TNZ or airline guide who is bilingual to translate key points given by a tourism operator.  This is particularly important in safety briefings.

4. When the group is being spoken to by a tourism operator, whether Maori or Pakeha (white New Zealander) please don’t talk to each other, look at your mobile phone or send or receive texts.  Eye contact with them and questions will be taken as signs of respect.

5. It is generally uncommon to provide a tip except for very exceptional service, and even then it is not common.  

6. Politeness and courtesy are always valued in New Zealand.

7. Old fashioned good manners are valued in New Zealand.  Remember to say please, thank you, excuse me, and so on.  Ill-mannered behaviour will not get you good service, or faster responses.

8. Queuing is typical if there are a number of people waiting to be served.  In New Zealand people do not push in to a queue or each other to get to the front of a crowd (except at a concert). 

9. Many people thank the driver when they get off the bus or taxi, but that is not obligatory.

10. Shouting, spitting and sniffing are not practices that New Zealanders undertake in public and are frowned upon. 

11. When shopping - bargaining is not the culture.  Pay the price marked on the item. 

12. During dinner it is normal to wait until the food has been served before everyone starts eating.  Little noise is made whilst eating; time is taken over the meal to enjoy conversation with guests.

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Maori Etiquette

1. You may wish to visit and take photos of Maori landmarks or buildings. This is generally acceptable; if in doubt please ask the person that is hosting you.

2. If you are formally or informally visiting a Maori marae (meeting place), it is best to go accompanied by a member of the local iwi, or someone who knows the appropriate etiquette. You may be welcomed onto the marae by the hosts, typically by women of the tribe who sing a karanga (welcome song / invocation to the spirits), and it will be considered impolite if you don't know the requisite responses or what to do when coming onto the marae.  That said, Manaakitanga  - roughly kindness and hospitality is a core value of the Maori people, and they make large allowances for their foreign guests not knowing that they have breached a protocol.   Talking, wandering away or paying attention to electronic devices during a welcome will give offence.

3.  The 'hongi' is the touching of noses and may be performed as a greeting or welcome - it holds the same intimacy and context as a hug. Generally the hongi will be initiated by a handshake, or perhaps a hand placed on a shoulder. The people will lean towards each other slowly, head held straight, and press their noses together for a few seconds. It can be an unnerving experience for the uninitiated, but is a sign of respect, affection and trust!  In many instances your Maori host will teach you how to hongi, as they are keen to take the opportunity to share in the meaning.

4. Guests on a Marae should remove their shoes before entering any building on the Marae.

5. Do not sit on any surface on which food is prepared or eaten on a Marae - this is considered rude as it is seen as unhygienic to sit on surfaces where food is prepared.

6. Younger people - especially in their teens and early twenties - should be polite and deferential to older Maori. Maori elders are highly regarded and treated with the upmost repsect.

7. Many Maori are Christians and will say a blessing before each meal - do not start eating until the blessing has been said!

8. The word 'tapu' means 'sacred' or 'forbidden' or 'treasure' - avoid touching items labelled tapu.

9. When you first arrive on the Marae - you, yourself, are tapu, as are all those visiting with you, and you remain so, until the greetings and speeches are over.  Once you have done the hongi - as above - you become 'noa' - blessed, and your tapu is removed.  You can then chat, and eat, with your hosts or Tangata Whenua - the people of the land.

10.Food and drink are a very big part of hospitality, even if it is just a cup of tea and a bought chocolate biscuit.  Food and drink always follow a welcome, this is

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part of the process and breaks the tapu, please participate in drinking and eating as part of the process.

11.If you have any doubt on appropriate etiquette asking someone before or after the formal parts of a ceremony will be appreciated and taken as a sign of interest.  Your group will be guided by local Maori in all circumstances as part of their care of visitors. Your TNZ guide can ask a question on your behalf if you prefer.

RTO famil participants are required to complete ALL the below fields. The information you provide will be kept confidential. Please contact XXXXXX if you have any questions. Circle one: MR/MRS/MS/MISS

First Name:

Last Name/Surname:

Full Name (as on passport):

Company name:

Passport number:

Please provide a scanned copy of your passport. Passport expiry date:

Nationality (as on passport):

Date of Birth: Required for all International and Domestic flight bookings.

Age Range: 20-40 40-60 60+ Other: Weight and Height Required for light aircraft and some adventure actives. Please specify Pounds or Kilograms for weight and feet, metres or centimetres for height.

Weight: Height:

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Regional Tourism Organisations Famil Participant Information

Clothing size: circle one(XS/S/M/L/XL/XL/XXL)English language capability:Please highlight appropriate level.ModerateSatisfactoryGoodExcellent

Do you have any dietary requirements? (please specify)

Do you have any allergies? (please specify)

Do you have any health issues or medication requirements that may affect your participation in activities on this famil?

Do you have any mobility issues that may affect your participation in activities on this famil?

Fitness Level: Please circle one.

Moderate – Able to walk for up to an hour: Satisfactory – Able to walk for half a day: Good – Able to cycle or hike for half a day: Excellent – Able to cycle or hike for a whole day:

Do you have any phobias? (please specify)

Do you have any religious or cultural requirements that we need to be aware of?

Are you willing to drive?Note: To drive in New Zealand you driver licence must be in English or you must hold an International Drivers Permit (IDP)

If so, please provide:

- Licence Number - Date of Issue- Expiry Date

If driving a self-drive famil you must read “What’s different about driving in New Zealand?” available from www.nzta.govt.nz Please provide a scanned copy of your driver’s licence.

Travel Insurance Details

- Company Insured with:

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- Insurance Number:

Contact details – Manager - please provide:

- Name: - Company name:- Position:- Phone number:- Email address:

Emergency Contact details –please provide:

- Name: - Relationship:- Emergency contact phone number (including country code):- Emergency contact email address:

I agree to participate in various surveys from XXXXX pre and post the famil

Please sign:

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PARTICIPANT LIABILITY FORM RELEASE OF LIABILITYThe Regional Tourism Famil (“the Famil”) may include physical activities which involve personal danger. In consideration for being permitted to take part in the Famil and to participate in the Famil’s activities, the undersigned for his/herself, his/her personal representatives, heirs, and next of kin, (together hereinafter referred to as the “Participant”) hereby gives the following undertakings, releases, waivers, acknowledgments, and indemnities in favour of XXXX, its agents, contractors, and employees (together “XXXX”):ASSUMPTION OF RISKThe Participant hereby acknowledges and assumes full responsibility for any risk of bodily injury, death, or property damage arising out of the Participant’s participation in the Famil, or related to the activities undertaken by the Participant during the Famil.

RELEASE AND WAIVER OF LIABILITY, AND INDEMNITYTo the extent permitted by law, the Participant irrevocably and unconditionally releases and discharges the RTO from any claim or cause of action (whether in contract, tort, or otherwise) the Participant may have against XXX and any liability that may be owed by XXX to the Participant, in either case in respect of any loss, damage, death, delay, expense, legal costs, reparation payment, exemplary damages (regardless of XXX’s conduct), illness or injury suffered or incurred by the Participant arising out of or in connection with or relating to the Famil (each a “claim”), including without limitation any claim arising out of or in connection with:(a) any matters over which XXX has no control including, without limitation, war or threat of war, riots, and civil strife, terrorist activity, natural disaster, weather conditions, fire, flood, drought, industrial disputes, government action, reasonable apprehension of the foregoing, cancellation, curtailment or rescheduling of flights;(b) acts or omissions of XXXX or any of its employees, agents or contractors;(c) acts or omissions of any of the tourism service providers or their employees, agents or contractors involved in the provision of tourism services during the Famil;(d) the organisation, conduct or content of the Famil including the provision or cancellation of the Famil or any part of it;(e) any representations, express or implied, of XXX or its employees, agents or contractors including, without limitation, tourism service providers.

and the Participant hereby indemnifies and agrees to keep XXX fully and effectively indemnified from and against any loss, damage, claim, proceeding, liability, cost, or expense suffered or incurred by XXX arising out of or in connection with the Participant’s involvement in the Famil (other than XXX’s ordinary and expected costs of hosting, organising, and managing the Famil generally).

TERMS AND CONDITIONS

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1. Acceptance by XXX of your registration is subject to availability of space on the Famil. Subject to any relevant laws, acceptance of your registration form is at the discretion of XXX.2. You must post, deliver or fax a copy of this form bearing your signature to XXX. XXX will not process your registration until and unless it has received a copy of this form signed by you.3. XXX organises the Famil but does not operate the air, sea or land transportation, accommodation, meals or other services included in it. Accordingly all tickets, vouchers, bookings, reservations and coupons are subject to the terms and conditions upon which they are issued by the relevant tourism service provider.4. XXX requires that you take out adequate travel insurance to cover yourself for the full period of your time away from home (i.e. from the date of your departure for New Zealand to the date of your return to your residence).5. The Participant hereby agrees that this document will be governed by the laws of New Zealand without regard to conflict of laws, and the Participant submits to the exclusive jurisdiction of the courts of New Zealand.

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APPLICATION DECLARATIONI have fully read this document and I fully understand its terms. I understand that I have given up substantial rights by signing it, and acknowledge that I have signed it freely and voluntarily without any inducement, assurance, representation or guarantee being made to me either by or on behalf of XXX, or by and on behalf of any other party.

______________________ ______________________Name Company

HEALTH AND SAFETY RISK ASESSMENTIn planning a famil it is critical to assess the health and safety risks, and that all practicable measures are taken to mitigate the identified risks. Please review and complete the following to ensure that risks are minimised in undertaking a famil.

Action Risk Control Comment

RTO employee driving

RTO staff member driving Famil may have an accident

Famil driver must complete a Safer Driving Training Programme

Driver fatigue Safer Driving Policy requirement to rest for eight hours following a long-haul flight

Driving in dangerous conditions

Famils planned to ensure that consideration is given to driving conditions

Chain hire mandatory for any winter famils are subsequently considered.

RTO staff are not familiar with the vehicle that they are driving which may result in an incident or accident

Safer Driving Policy requires famil drivers to take time to get to know their vehicle.

Driver training provided to employees who are frequent drivers

Self-drive Famil

The driver may have an accident

The RTO employee who is arranging the Famil sites the driver’s licence of the identified driver

The driver provides a English translation of their licence

Driver is provided with NZTA Information on driving in New Zealand

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The famil is planned to ensure that poor road conditions are avoided

Driver fatigue Safer Driving Policy requirement to rest for eight hours following a long-hall flight

More than one vehicle is being driven on the Famil

Multiple car collision

Drivers are briefed that they are not to drive in convoy.Famil itinerary provides meeting places and times for drivers to meet up.

Action Risk Control Comment

Participant attends Famil activities and events

Tourism operator safety practices are not ‘good practice’ and this may increase the risk of injury or accident

RTO selects providers who are operating within existing CAA, MSA and WorkSafe parameters

Preference may be given to operators who have been to market and are Qualmarked

A famil participant has an accident or injury whilst on an RTO Famil

Famil participants complete the Famil Proposal Form outlining their fitness levels, driving ability, confidence, weight and height limits to inform RTO of ability.

Famil participant receive the itinerary.

Famil Participants complete a liability form, acknowledging the risks involved in undertaking famil. The form is signed by each participant.

Safety briefings are provided by the Tourism operator as required. Operators have primary responsibility for managing an incident or accident.

Incident reporting is identified in the Proposal Form

Famil participants

Accident or injury whilst being

RTO selects providers who are licenced/registered operators, and

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use buses and other means of transport on Famil e.g. bus, plane, helicopter or taxi

transferred have a proven safety record.

Hosting a Famil

RTO host experiences harassment – verbal, physical or sexual

Famil Hosts are briefed on managing harassment.

Incident reporting is identified in the Proposal Form.

Sickness and allergic reactions

Check list of dietary and medical conditions/requirements are in Proposal Form.

Famil participant next of kin and organisation contact information is provided in the Proposal Form.

Famil host is aware of medical centres.

Natural disaster, civil defence emergency or other national/local emergency e.g., power outage,

Emergency contacts documented in the Famil Proposal.

Identified Itinerary Specific Health and Safety Risks

Action Risk Control Comment Assessed & Controlled forY/N or NA

EXAMPLE: Using Intercity bus for transport

Injury or accident

Safety standards of Intercity Bus company are assessed as ‘high’

Ensure that passengers wear the seatbelts provided a s per legislation

Y

EXAMPLE: AJ Hackett Bungy Jump operator selected

Injury or accident

Registered Venture Tourism operatorQualmark operator

Ensure that the guest pays attention to the safety briefing

Y

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Ensure that the guest doesn’t feel pressured to do the jump if scared

Assessed by completed by ___________________________

Reviewed and approved by ____________________________

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ACCIDENT/INJURY REGISTER FORMIn the event of an accident or injury please notify the RTO leadership team and as soon as possible. Please complete the below form and within five working days.

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INCIDENT REPORTPlease complete the following sections to record and report an incident which has occurred. This incident will not have resulted in an injury

Details of person involved or who observed the incident (to be filled in by person injured/involved if possible)

Person Completing Report:............................................................................Date:.............................................................................................................

Person(s) Involved:.........................................................................................

Incident Details

Date of Event:................................................................................................Location of Event:..........................................................................................Time of Event:................................................................................................

Other people who witnessed the incident:................................................. and their contact details:...............................................................................

Description of Incident (Describe what occurred and sequence of events):......................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................*If more space is required please use the back of this sheet

Was incident caused by an unsafe act (activity or movement) or an unsafe condition e.g., machinery or weather? Please explain:...................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................

Could the incident be avoided? If so how?

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.......................................................................................................................

.......................................................................................................................

.......................................................................................................................

.......................................................................................................................

......................................................................................................................

Signature of Employee:..................................................................................Date:..............................................................................................................

Please provide this to a member of the RTO leadership for follow up.

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RISK ASSESSMENT MATRIX

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