Lodge a Complaint
We recognise that sometimes things don’t always go to plan.
As part of the commitment to high industry standards and professionalism, all ATAS accredited agents are bound by the voluntary ATAS Code of Conduct.
The Code sets out the high standards of service delivery required and provides suitable consequences when these requirements are not met. AFTA manages complaints in line with the Code and can assist with eligible complaints where a breach of the Code has been alleged.
Prior to AFTA accepting a complaint, you are required in the first instance to lodge a complaint with the agent. Most complaints can be resolved at this stage. If you are not satisfied with the outcome from the agent, you may then lodge a complaint with AFTA.
To understand how AFTA manages complaints and complaint eligibility under the Code please refer to the 'How can we help?' section.
Follow the simple 4-step process below to submit your complaint.