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- (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
- Email
- AFTA website
- 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.)
- All licensed travel agents in Australia need to join the TCF, except in the Northern Territory, which has its own fidelity fund. You should contact NT Consumer Affairs.
- Level 4 303 Pitt Street Sydney 2095
Phone - (02) 9261 3288
Freecall™ 1800 021 024
Fax - (02) 9267 2100
TCF email link- TCF website link
- How to complain
- You will need to complete the 'Claim for compensation' form and provide all required supporting documentation.
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- (2) Quality of service and accommodation
- Click on your state or territory below for contact information.
VIC NSW QLD SA WA TAS ACT NT
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