This page provides information to consumers about the Travel Compensation Fund (TCF). If you have been redirected here after trying to visit the TCF website, it is because the TCF is no longer accepting new consumer claims and is closing at the end of 2015.
Consumers were able to lodge claims for compensation up until 30 June 2015 for bookings made with travel agents before 1 July 2014. If you have a current claim, you can call the TCF Claims Hotline on 1300 658 165, email email@example.com or write to Level 3, 15 Castlereagh Street, Sydney NSW 2000.
On 7 December 2012, a majority of state and territory Ministers for Consumer Affairs approved a Travel Industry Transition Plan setting out reforms to travel agents’ regulation.
Travel agents are no longer required to hold a licence or be members of the Travel Compensation Fund (TCF), however, they still have to comply with the Australian Consumer Law (ACL).
The ACL protects consumers when purchasing travel services, under a range of 'consumer guarantees'. Under the ACL, travel agents must:
Consumers can consider booking travel with an accredited agency which is required to meet certain professional standards and criteria. The AFTA Travel Accreditation Scheme (ATAS) provides accreditation for general travel agency services, while other bodies provide accreditation for specific areas of the industry such as ticketing or particular types of travel. Agents who belong to any industry-based accreditation or membership schemes will also need to meet any ongoing requirements imposed by those schemes. To find an accredited agent, visit the ATAS website.
The following options may be available:
*A chargeback is the term used for debiting a merchant’s bank account with the amount of a transaction that had previously been credited.
NSW Fair Trading
NT Consumer Affairs
Fair Trading Queensland
SA Consumer and Business Services
Tasmanian Consumer Affairs & Fair Trading
Consumer Affairs Victoria
WA Department of Commerce