‼️ PARENTS BEWARE ‼️
‼️ SERIOUS SAFETY FAILURES ‼️
Even though this incident was reported two years ago, I feel compelled to highlight it again because of how disturbing it is and because the way it was handled by management is appalling and unacceptable.
A 10-year-old child was left stuck on a zip line for 10–15 minutes, in visible pain, crying out for help. It took another five minutes for the parent to even locate a staff member, and a further 10 minutes before the child was assisted down, all while screaming “Daddy it hurts.” The manager’s response? “Sorry, this sometimes happens.” 😡😡😡
This is not just poor customer service, it is a SERIOUS BREACH OF DUTY OF CARE, consumer rights, and workplace health and safety obligations. Under Australian Consumer Law, services must be provided with due care and skill, fit for the purpose advertised. and in a way that allows customers to safely enjoy the service they paid for. Under South Australian WHS law, operators of high-risk activities like this have a LEGAL OBLIGATION to ensure proper supervision, prompt emergency response, and risk controls to protect participants, especially children.
What makes this even more disgraceful is that management FAILED to take responsibility, FAILED to provide adequate reassurance or corrective action, and FAILED to offer even the most basic compensation such as a credit or voucher to ensure the family did not walk away traumatised. For a family to spend that kind of money and leave with a physically hurt and traumatised child is absolutely unacceptable. Any responsible operator would have gone out of their way to restore customer trust!!!
To any parents considering this activity, be aware that if something goes wrong you may not get the support, safety, or customer service you deserve. Incidents like this are NOT minor inconveniences. They are serious matters, and if repeated, could draw investigation from consumer protection authorities such as Consumer and Business Services SA and SafeWork SA, who take child safety and duty of care very seriously.
In my view, this company needs to reflect on its obligations, not just legally but ethically, and put customer safety and satisfaction above dismissive excuses. Families do not pay to be dismissed, ignored, and left with scars from what should have been a joyful experience!
P.S. It is appalling that this company tried to justify the delay by suggesting staff were busy assisting other climbers. That is not a valid excuse. Legally and ethically, it highlights inadequate staffing and unsafe procedures. A child in distress should never be left waiting while staff are “busy elsewhere.” The law requires that enough trained staff are always available to respond immediately. The lack of responsibility, failure to provide proper aftercare, and refusal to offer even a basic gesture of goodwill like a credit shows just how badly this company handled the situation. Families have every right to expect safety, accountability, and professionalism, not excuses and dismissal!!
P.P.S. (Waivers and Legal Rights): Be aware that signing their waiver DOES NOT ERASE YOUR LEGAL RIGHTS! While you may accept the inherent risks of an activity like zip-lining, a waiver cannot protect a company from liability where there is negligence, lack of supervision, or a failure in duty of care. The bottom line is that families still have rights under the Australian Consumer Law and workplace safety laws, no matter what the...
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