The ATAS Compliance Manager in the first instance will seek to resolve the matter by mutual agreement
The outcome may be: (i)
mutual resolution; (ii)
AFTA find that the agent has already taken, or proposes to take, action that sufficiently resolves the complaint; (iii)
AFTA required the ATAS Agent to take particular action; (iv)
AFTA find that no breach of the Code has occurred and close the complaint; or (v)
AFTA refer the matter to the ATAS Complaints Appeal Committee (ACAC) for independent investigation.
AFTA may issue a rectification order where economic loss has been suffered, that is, where you have incurred expenses or are out of pocket. AFTA and the ACAC are not a compensatory body. If you are seeking compensation for pain and suffering, this is better handled by a court or tribunal.
The Code allows for the right of Appeal of any decision by the ATAS Compliance Manager to the ATAS Complaints Appeal Committee. Who are the ACAC?