In a crucial move, the Australian Federation of Travel Agents (AFTA) has revived the ATAS Appeals Complaint Committee (ACAC) by welcoming respected travel industry veterans David Padman and Melvyn Almeida, as well as consumer champions Philip Field and Jillian Brewer, to the committee.
After a hiatus due to the pandemic and following an independent review last year, the ACAC is back in full swing under the expert leadership of Hank Speir, the former CEO of the Australian Competition and Consumer Commission. This development signifies an impressive return to the sector’s self-regulatory model, emphasizing transparency and accountability in the travel industry.
Padman and Almeida, bringing an immense reservoir of industry-specific knowledge and experience, will play a significant role in analyzing and adjudicating complaints. Their insight into the inner workings of the travel sector will be pivotal in ensuring unbiased and competent resolutions to the issues brought before the committee.
Joining the team are Field and Brewer, lauded for their unyielding advocacy for consumers. Their inclusion in the committee ensures that consumer interests remain at the forefront of decision-making, providing a balanced approach to serving travel businesses and consumers.
Philip Field
Jilian Brewer
David Padman
The ACAC operates in a synergistic partnership with the Consumer Federation Australia, which assists in choosing the Committee’s Chair in collaboration with AFTA and appoints the consumer representatives. This partnership fosters a balanced and fair approach to complaint resolution, which is crucial to the ACAC’s mission.
Every member of the ATAS community benefits from the support offered in complaint resolution, which is mainly facilitated by the ACAC when necessary. Becoming an ATAS member involves stringent assessment criteria, including a comprehensive financial documentation audit, consistent consumer complaint monitoring, and examining their dispute resolution process.
AFTA CEO Dean Long enthusiastically announced the new appointments: “We are excited to welcome these esteemed individuals to the ACAC. Their appointments strengthen our dedication to transparency and superiority in the travel industry.”
Long also emphasized the integral role of the ACAC in maintaining the ATAS accreditation scheme’s integrity. He noted that by integrating industry veterans and consumer representatives into the committee, the ACAC ensures an all-encompassing understanding of industry-specific details and consumer perspectives.
Long further highlighted that these appointments underscore AFTA’s commitment to a robust and equitable complaint resolution process. He reassured industry professionals about the ACAC’s ability to impartially review decisions and provide resolutions, reinforcing that the ATAS remains the premier accreditation scheme in the travel industry, thanks to its dedication to accountability and fairness.
For additional details on ATAS and its accreditation scheme, visit the ATAS Accreditation page on the AFTA website.
Written by: Anne Keam
