Complaints AFTA can facilitate

Ensuring a speedy resolution for your complaint, please refer to our chart of eligible complaints below that outlines the types of issues we can facilitate.

Eligible complaint procedure 

If you have an “eligible” complaint or need further assistance you can proceed with one of the following:

  • Complete the online 'Make a Complaint' form
  • Call us 02 9287 9900
  • Write to us at:
    Compliance Manager
    C/O AFTA
    Level 3, 309 Pitt Street
    Sydney NSW 2000

Please be prepared to tell us:

  • Your name and contact details,
  • The name of the person and agency, you have been dealing with about your travel service,
  • The nature of the complaint,
  • Details of any steps you have already taken to resolve the complaint,
  • Details of conversations you may have had with us that may be relevant to your complaint,
  • Copies of any documentation which supports your complaint.

Eligible areas for complaints 

Eligible complaints are those that AFTA will help you with include;

1) Involves an alleged breach of the ATAS Code, for example, relating to:   

  • Issues with products or services provided by the Participant
  • misleading or deceptive conduct,
  • refunds
  • Visa or passport issues,
  • marketing,
  • documentation,
  • information provided by the Participant,
  • failure to hold compulsory insurances,
  • complaints handling process,
  • deposits,
  • prepayments and cancellations,
  • ticket / itinerary / transfers issues,
  • service fees and pricing in general

2) New development in a complaint previously accepted by AFTA for investigation and resolution.                                              

Ineligible areas of complaints

Areas of complaint that are not “eligible” for AFTA’s assistance;

1) Relating to an incident or issue arising more than 6 months before escalation

2) Incident giving rise to the complaint occurred before the commencement of the Charter or Code

3) Incident giving rise to the complaint occurred before the participant became accredited

4) Identical events and facts as a previous complaint lodged with AFTA

5) Involving an allegation or finding of:

  • a criminal offense
  • corruption
  • findings of dishonesty by a Court or Tribunal
  • disqualification of a director
  • disciplinary action by a law enforcement agency
  • failure to pay money owing under a Court order,
  • trading whilst insolvent

6) Would be more appropriately dealt with by a law enforcement agency, court or tribunal

7) Already under investigation by law enforcement agency

8) Legal action (including a court or tribunal process) relating to the same matter has already commenced

9) Involving a claim for non-economic loss

10) Is frivolous or vexatious, or is being brought for an improper purpose

What if my complaint isn’t eligible?

If you have a complaint that isn’t "eligible" for AFTA's assistance, we recommend you speak with your relevant Consumer Protection Agency listed below:

ACT: Office of Regulatory Services. Phone (02) 6207 3000

NSW: NSW Fair Trading. Phone 13 22 20

QLD: Department of Justice and Attorney-General Queensland (Office of Fair Trading)
Phone 13 74 68

VIC: Consumer Affairs Victoria. Phone 1300 55 81 81

TAS: Consumer Affairs and Fair Trading Tasmainia. Phone 1300 654 499

NT: NT Consumer Affairs. Phone 1800 019 319

SA: Consumer and Business Services South Australia. Phone 13 18 82

WA: Department of Commerce (Consumer Protection) Western Australia
Phone 1300 304 054

ATAS Code of Conduct

All ATAS participants are required to agree to abide by the ATAS Code of Conduct and Charter.

ATAS Code of Conduct