Questions on Notice No 6716
59 Parliament First Session
Asked: 4 August 2022

Question on Notice

Mr Bull (Gippsland East) to ask the Minister for Government Services — A small family-run motel situated in the Gippsland East electorate has raised concerns about the challenges of accepting Government employee accommodation bookings through Corporate Travel Management (CTM). At a time when local businesses continue to struggle to stay viable after two years of cancelled bookings, the operator says CTM services often make bookings through third-party accommodation booking sites like This service attracts a 15% commission, which is removed from the cost of the booking, severely impacting local businesses. International booking sites are also very difficult to contact and deal with in the event of last-minute cancellations. 

Will the Minister commit to a policy whereby CTM services are encouraged to book directly with accommodation providers and avoid utilising third-party booking services, removing the 15% booking charges and complex dispute handling processes with the benefit of supporting Victoria’s struggling accommodation sector.

Answered: 7 September 2022

The Travel Management Services State Purchase Contract with Corporate Travel Management (CTM) provides a range of benefits to the State, including the provision of technology that enables efficient travel and accommodation bookings for Victorian Government employees.

CTM’s reservation technology passes through additional content from online travel agents, providing the most efficient booking process and the highest visibility and frequency of bookings for independent regional providers, and greater choice for government entities.

Cancellation policies are determined by individual accommodation providers, and can be prepaid and non-refundable, or altered to suit business needs. Disputes of the policy are managed through the online travel agent as the booking and payment facilitator, and can be escalated to CTM should additional assistance be required.

The Victorian Government will continue to work with CTM to support regional accommodation providers.





The Hon Danny Pearson MP

Assistant Treasurer