ATIA investigates consumer complaints of alleged breaches of the ATAS Code of Conduct. If you have a grievance with an ATIA Accredited travel business, ATIA recommends you take the following actions in the first instance:
- Read the terms and conditions of the agent and the end supplier;
- In writing, make a formal complaint to the business and allow them 21 days to respond;
- Consider writing a request to a supplier for special consideration due to hardship or extenuating circumstances.
- Alternatively, you can seek advice from your state body and/or lodge a complaint: NSW, VIC, QLD, SA, WA or TAS.
IMPORTANT – To lodge a complaint with ATIA, the following documents are required:
- Consent for ATIA to share your personal information with the travel business;
- A concise, bullet-point summary of your complaint;
- A copy of the formal complaint you made to the travel business;
- The response received to your complaint lodged with the travel business;
- Your booking itinerary and documents;
- The resolution you are seeking; and
- Emails and other evidence supporting your complaint.
