What outcome can I expect from submitting a complaint against an ATAS travel agent?

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?

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