Media release—Commonwealth Ombudsman publishes report on Tourist Refund Scheme

Acting Commonwealth Ombudsman Richard Glenn today released a report into the Department of Immigration and Border Protection’s Tourist Refund Scheme (TRS) and the application of the ‘30 minute rule’.

The TRS allows Australian and overseas passengers to claim back the Goods and Services Tax (GST) and the Wine Equalisation Tax (WET) on goods purchased in Australia and taken overseas.

The Ombudsman received a number of complaints about the ‘30 minute rule’, which requires passengers who wish to claim a refund of GST to present themselves at the airport’s TRS counter at least 30 minutes before their flight’s scheduled departure time.

The purpose of the ‘30 minute rule’ is to ensure people claiming a refund allow sufficient time to do so, thus ensuring that flight departures are not delayed.

“We received a number of complaints from people who felt they were unfairly denied a refund of the GST that had been paid on goods purchased in Australia,” Mr Glenn said.

In some instances they had arrived at the TRS counter well before the 30 minute cut off, but still were not able to lodge their claim for a refund.

“In our investigation, it became apparent that the ‘30 minute rule’ is not supported by legislation,” Mr Glenn said.

“We also found that the ad hoc arrangements intended to be put in place when there was a high volume of passengers to process, were at times not deployed when they should have been,” Mr Glenn said. These arrangements include the use of a drop box so that passengers may lodge their claim which is then processed at a later time.

The Ombudsman made a number of recommendations:

Mr Glenn said he was pleased that the department acknowledged problems with the ‘30 minute rule’ and had accepted the recommendations. The department is now considering how changes to their processes at the TRS facilities can be made.

He also acknowledged the assistance his office received from the department throughout the investigation and report drafting process.

The Ombudsman will make no further comment on the report.

Media contact: Candice Beale    02 6276 3759

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      28 July 2016: Commonwealth Ombudsman publishes report on Tourist Refund Scheme

      Media release—Commonwealth Ombudsman publishes report on Tourist Refund Scheme

      Acting Commonwealth Ombudsman Richard Glenn today released a report into the Department of Immigration and Border Protection’s Tourist Refund Scheme (TRS) and the application of the ‘30 minute rule’.

      The TRS allows Australian and overseas passengers to claim back the Goods and Services Tax (GST) and the Wine Equalisation Tax (WET) on goods purchased in Australia and taken overseas.

      The Ombudsman received a number of complaints about the ‘30 minute rule’, which requires passengers who wish to claim a refund of GST to present themselves at the airport’s TRS counter at least 30 minutes before their flight’s scheduled departure time.

      The purpose of the ‘30 minute rule’ is to ensure people claiming a refund allow sufficient time to do so, thus ensuring that flight departures are not delayed.

      “We received a number of complaints from people who felt they were unfairly denied a refund of the GST that had been paid on goods purchased in Australia,” Mr Glenn said.

      In some instances they had arrived at the TRS counter well before the 30 minute cut off, but still were not able to lodge their claim for a refund.

      “In our investigation, it became apparent that the ‘30 minute rule’ is not supported by legislation,” Mr Glenn said.

      “We also found that the ad hoc arrangements intended to be put in place when there was a high volume of passengers to process, were at times not deployed when they should have been,” Mr Glenn said. These arrangements include the use of a drop box so that passengers may lodge their claim which is then processed at a later time.

      The Ombudsman made a number of recommendations:

      • as an interim measure, the department takes all reasonable steps to ensure that travellers who wish to claim a TRS refund are able to do so in a way that is consistent with the law
      • the department considers the permanent use of a drop box service at TRS facilities at all international points of departure, and takes all necessary steps to ensure the appropriate regulations are in place to give effect to this arrangement.

      Mr Glenn said he was pleased that the department acknowledged problems with the ‘30 minute rule’ and had accepted the recommendations. The department is now considering how changes to their processes at the TRS facilities can be made.

      He also acknowledged the assistance his office received from the department throughout the investigation and report drafting process.

      The Ombudsman will make no further comment on the report.

      Media contact: Candice Beale    02 6276 3759