Consumer Representatives required for the Travel Industry’s Complaint Appeal Committee

The Consumers Federation of Australia is seeking expressions of interest from suitably qualified consumer representatives to sit on the AFTA Travel Accreditation Scheme’s (ATAS) Complaint Appeal Committee (ACAC).

The role of the ACAC is to:

a) Take all reasonable steps to ensure the resolution of consumer complaints referred to it under the ATAS Charter and Code. This includes but is not limited to:

i. Investigating, making determinations and giving directions;

ii. Reviewing all documentation available on each complaint;

iii. Determining what, if any, additional material/evidence (including verbal or written statements from affected parties or witnesses) may be required; and

b) Review complaints referred to it by the ATAS Compliance Manager and provide recommendations or suggestions to support the scheme in accordance with the Terms of Reference.

c) Ensure that due process and procedural fairness is at all times afforded to participants and complainants, despite that the ACAC is not bound by the rules of evidence.

The ATAS Charter and the ACAC’s Terms of Reference (Attachment F) are available at

The two consumer representatives will have:

  • relevant experience and knowledge as a consumer representative
  • experience, or the ability to acquire knowledge, of dispute resolution
  • the ability to understand the Code’s dispute provisions and procedures
  • direct links with the Australian consumer movement.

One consumer representative will be appointed for 2 years and the other for 1 year (subsequent appointments will be for 2 years).  No representative may be appointed for more than 2 terms. The successful applicant will be asked to sign the CFA representative agreement:

The ACAC normally meets quarterly in Sydney. Members are remunerated for their time in undertaking their duties at a rate of $408 +GST per meeting and travel expenses are paid.

Applicants should provide a brief statement demonstrating their suitability for the role and a CV.  Applications close on 6 September 2018 and should be sent by email to