ATIA investigates consumer complaints of alleged breaches of the ATAS Code of Conduct.

If you have a grievance with an ATAS 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.
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