If your complaint is assessed as eligible, it will be referred to the ATIA participant to allow them an opportunity to provide ATIA with an explanation. ATIA will first seek to resolve the issue by mutual resolution.

We may need additional information from you, the ATIA participant or a third party to finalise our investigation. Once sufficient information has been received to make a determination, the ATIA Compliance Manager will issue an outcome letter to you and the ATIA business. The letter will detail the determination and the decision-making process.