Lodge a Complaint

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 travel business 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; or

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 written 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.

If you have reviewed the information page and believe your complaint to be eligible, please continue to complete the complaint form online.

Please note, complaints that are lodged that do not contain the required documentation will not be responded to by ATIA.

Follow the simple four-step process below to submit your complaint.

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