Travel/Travel Agents/Accommodation
(1) The Australian Federation of Travel Agents (AFTA)
AFTA represents most travel agents in Australia. It has over 2,200 members (including about 1800 retail outlets and 400 industry organisations, hotels, wholesalers, tour operators).
AFTA members must abide by the AFTA Code of Ethics . The Code may help you frame your complaint. Complaints should be directed to the AFTA head office.
Level 3 309 Pitt St Sydney 2000
Phone:(02) 9264 3299
Fax: (02) 9264 1085
AFTA email link
AFTA web site link
How to complain
To be acted on, your complaint should be in writing - mail or fax.
(2) Travel Compensation Fund (TCF)
If you have suffered a loss because a travel agency has collapsed or the agency has not passed your money on to the service provider, the Travel Compensation Fund will take your complaint (as long as the loss is not covered by your travel insurance).
The agency must be an Australian licensed travel agency. (You can check this with your Consumer Affairs/ Fair Trading agency in your state or territory.)
Level 4 303 Pitt Street Sydney 2095
Phone: (02) 9261 3288
FreecallT 1800 021 024
Fax: (02) 9267 2100
TCF email link
TCF web site link
How to complain
You will need to complete the 'Claim for compensation' form and provide all required supporting documentation.
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