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The ATAS Complaint Escalation Process is detailed in the Code. It consists of 3 stages.
Stage 1: A complaint should be made to the Agent who will attempt to resolve the complaint in the first instance. The Code allows for 13 business days for this to occur however it may take longer and the Agent will provide an update on this.
Stage 2: Where a complainant is not satisfied with the outcome of the proposed resolution in Stage 1 the complaint may be lodged with AFTA.
The ATAS Compliance Manager will review the complaint and may determine whether the complaint is eligible for review.
If eligible, the ATAS Compliance Manager may:
a) Seek to resolve the complaint by mutual agreement;
b) Find that the Agent has or proposes to take sufficient action that would sufficiently resolve the complaint;
c) Require the Agent to take particular action to resolve the complaint;
d) Refer the matter to the ATAS Complaints Appeal Committee ( ACAC); or
e) Find no breach of the Code and close the complaint.
Stage 3: Where a complainant is not satisfied with the outcome of the review in Stage 2, or where the ATAS Compliance Manager has referred the matter to the ACAC, the ACAC will review the complaint and make a determination.
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