ATIA manages complaints in line with the ATAS Code of Conduct to determine whether a breach of the code has occurred because of the travel business’s actions. It is important to note that for your complaint to be eligible for review, it must be against the travel agent and not, for example, an airline.
ATAS businesses act in a capacity as agent between the consumer and the end supplier. Many of the terms and conditions in 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 several obligations ATAS travel businesses must uphold that can be seen here.