PART 1 – RELATIONS WITH THE PUBLIC

Accuracy
CATO members will be factual and accurate when providing information or describing facilities or services they provide and the services and facilities of any operator they utilise or represent. They will not use deceptive practices.

Affiliation
CATO members will not falsely represent a person’s affiliation with their company.

Compliance
CATO members will abide by all Federal, State and local laws and regulations.

Confidentiality
CATO members will treat every client transaction confidentiality and will not disclose any information without the permission of the client, unless required by law.

Conflict of Interest
CATO members will not allow any preferred relationship with a carrier or operator to interfere with the interests of their clients.

Consumer Protection
CATO members will use every effort to protect their clients against any fraud, misrepresentation or unethical practices, which may arise in the travel industry.

Co-operation
CATO members will cooperate with any enquiry conducted by CATO to resolve any dispute involving consumers or another member.

Delivery
CATO members will provide all components as stated in their brochure or website or written conformation, or provide alternate services of equal or greater value, or provide appropriate compensation.

Disclosure
CATO members will provide complete details about terms and conditions of all or any travel service or provision, including cancellation and service fee obligations, before accepting payment for the booking.

Notice
CATO members will promptly advise the agent or client who reserved the space of any change in itinerary, services, features or price. If substantial changes are made that are within the control of the operator, the client will be allowed to cancel without penalty.

Qualifications and Professionalism
CATO members must employ and train staff to ensure their ongoing professional development. CATO members will ensure that all staff offers true and accurate advice and services, by being fully informed about the products, destinations and various facets of Australian and international travel they promote and sell.

Refunds
CATO members will refund any undisputed client funds under their control within the specified time limit. Reasons for any delay in providing refunds will be promptly advised to the claimant.

Responsiveness
CATO members will respond promptly to their client’s complaints.

© Council of Australian Tour Operators.