I have submitted a complaint form, what's next?

AFTA manage complaints in line with the ATAS Code of Conduct.  Upon submission, you will be sent an automated email detailing the process.

AFTA will in the first instance, assess your complaint to determine eligibility for review.  You will be notified of the outcome of the initial assessment within 14 days.  At this time, you will be advised if additional information is required from you.

AFTA have a 45-day time frame to review your complaint.  In the event, that this time frame needs to be extended, you will be advised of any delay and the reason why.  Also see What outcome can I expect?

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Find an accredited ATAS Travel Agent

ATAS is a national accreditation scheme, endorsing travel agents who have met strict financial and customer service criteria. As Australia’s best travel agencies, they can provide you with peace of mind when planning and purchasing your travel arrangements.

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