AFTA manages complaints in line with the ATAS Code of Conduct to determine whether a breach of the Code has occurred as a result of the Agent’s actions.
It is important to note, for your complaint to be eligible for review, that the complaint must be against the travel agent and not say for example, an airline.
ATAS agents act in a capacity as agent between the consumer and the end supplier. Many of the Terms and Conditions that form part of your contract, are those of the end supplier. In many circumstances, the end supplier will be located internationally and will not be subject to Australian Consumer Law or the ATAS Code of Conduct.
The Code outlines a number of obligations that ATAS Agents must uphold. See What are the Code obligations?