I am deeply disappointed with how Gold Coast Dive Centre & MTC handled my husband's enrollment and the treatment he received. He has spent nearly his entire life in a wheelchair, which means he is not new to managing his condition or seeking inclusive environments—he is someone with experience and independence. From the very beginning, my husband clearly informed the centre that he uses a wheelchair, and it was the general manager herself — Gen Manager/Student Officer/Trainer & Assessor — who gave him specific instructions on how to proceed with the booking. They were fully informed, yet they accepted his enrollment knowing his situation, which he communicated days before the course started. At no point was he warned that his condition would prevent him from being certified. If the course required exclusive physical skills — such as, for example, entering the water standing from the boat — this should have been communicated clearly before accepting payment. Instead, he was welcomed into the course, creating a completely reasonable expectation. It was during the second class that he was told he would not be able to be certified due to not meeting certain "physical skills." Moreover, the facility lacks accessible toilets, adequate transport, and trained staff to support individuals with mobility challenges, which reveals an overall lack of preparedness to serve students with disabilities. This was not only frustrating but emotionally distressing. To be told he could not continue — after being accepted, paying, and making the effort to attend — left him with a deep sense of injustice. It was a discouraging experience, especially for someone who lives his life with dignity and autonomy despite physical limitations. When we raised our concerns, instead of offering a fair and respectful solution, the response was to shift the blame to my husband — ignoring the clear, prior communication. They claimed he enrolled without disclosing anything, which is simply not true. He was transparent from the beginning, and that can be proven. The offer of a whale-watching tour does not compensate for the lack of inclusion, poor management, and emotional harm caused. This experience reveals a lack of ethics, empathy, and commitment to accessibility. Others deserve to know what happened before trusting this institution with their time, money, and wellbeing. 📍Gold Coast Dive Centre & MTC – RTO No: 40864 | CRICOS Provider No: 03464K – 2/54-56 Paradise Avenue, Miami QLD 4220 – Tel: (07) 55 720 511
Dear Liliana, your husband was advised on day 1 of the situation ,here below is the response we provide to you and to your husband. Responded on 12 th of June Dear Liliana, Thank you for your feedback — we truly value responses like yours, as they help us improve the way we communicate and operate. However, I would like to respectfully clarify the sequence of events regarding your husband’s booking. After initially enquiring about the course, he mentioned he would speak with his friends and get back to us. Shortly thereafter, we received a booking from him directly. As you kindly confirmed during our conversation, this was done independently and without disclosing his condition in the booking form. Please understand that we receive many bookings daily, and without specific information—such as medical or accessibility needs—it becomes difficult to provide the tailored support required. When your husband arrived, we did not turn him away. As I explained to you, our intention was to avoid any appearance of discrimination. We fully respect his determination, and in fact, he told us on Saturday morning: “I would like to try. If it doesn’t happen, at least I tried.” We did our best to support him in this endeavour. I assigned additional staff over two days to accommodate his needs and to give him every possible opportunity to participate, because had we said “no,” you may have perceived that as discriminatory as well. It is therefore unfair and incorrect to say we did not care about your husband. On the contrary, we made significant efforts to assist him and treat him with respect. One thing I clearly remember that you mentioned to me, why you did not say NO to him, that should be your position as husband wife not mine. We have already offered a fair and respectful solution, which unfortunately has not been accepted. Thank you again for your time, and we sincerely wish you and your husband all the best moving forward. Below is my respectful response to Fabio. Responded on 12 th of June Dear Fabio, I hope this message finds you well. Thank you for your email and for your commitment to completing the course. I truly understand how important this goal is for you, and I want to reassure you that I would never wish to take this opportunity away from you. From our first conversation, I explained that successful completion of all required SSI skills is necessary for certification, as per the guidance provided by the SSI Senior Instructor Trainer. As I also mentioned during our phone call and on your first training day, certification can only be granted once all performance requirements are met — not as a guarantee at the start. After this discussion, you expressed your willingness to try and understood that if the skills could not be safely and fully completed, it would be okay. We fully supported your decision and did our best to accommodate you during the pool sessions. However, our instructor has encountered significant challenges, particularly related to buoyancy control. This presents a serious safety concern — especially in emergency situations where a controlled ascent is required. Without sufficient buoyancy, relying solely on the inflator button may cause a rapid, uncontrolled ascent, which can be extremely dangerous. Please know that our priority is always your safety. We deeply respect your determination and courage, but at this time we have been advised not to do the dive 3 & 4. We are happy to give you a voucher for your group including yourself to come and do While Watching. NOTE we need to know in advance when you are coming, to assist you, While Watching it starts at the end of July . Note we’re here to help however we can. Best Regards Maria
