The Centre for Excellence in Universal Design in Ireland has a great toolkit on improving tourism business by applying the principles of universal design. The video below shows four case studies that reduced their complaints and increased their sales by following the advice in the toolkit. You can see more on the toolkit page of the CEUD website. There is also an Irish Standard, I.S.373 “Universal Design for Customer Engagement in Tourism Services” available from SAI Global. There does not seem to be an Australian equivalent.