Complaint Handling Policy

 Flight Scanner Online Travel Agency

Flight Scanner  

Phone : 0410329157

Contact@flights-scanners.com

www.Flights-scanners.com

ABN No. : 56584585841

42/553-555 Melton Highway

Sydenham Victoria Australia 3038

Name of Policy:

Complaint Handling Policy

Document Version: 1.1

Effective Date: 25th November 2025

Approved By: Director / Owner

Gurmeet Singh Arvinder Preet 

Review Date: 25th November 2026

1. Purpose

Flight Scanner is committed to providing high-quality travel services and  ensuring a positive experience for all customers in Australia and around the  world. We value feedback and aim to resolve complaints promptly, fairly, and  in line with our legal obligations, including the Australian Consumer Law (ACL)  and the ATAS Code of Conduct (v9, 2025) administered by the Australian Travel Industry Association (ATIA).

2. Scope

This policy applies to all complaints received by Flight Scanner from user of  our services related to:

• Travel bookings and itineraries

• Changes, cancellations, or refunds

• Customer service interactions

• Website usage for information purposes

• Any other service provided by our business which includes Hotel bookings  or Car rental facilities.

3. How to Make a Complaint

We encourage customers to raise concerns as soon as possible using any of  the following methods :

Urgent Issue : ( 24/7 ) which includes Urgent cancellations 

Non Urgent issue : Monday to Friday 9am to 4pm , which includes delays in refunds procedures, lodging claims and Travel Insurance .

Business Name: Flight Scanner

Phone: 0410329157 , 0479180445

SMS : 0410329157 , 0479180445

Email: contact@flights-scanners.com

Postal Address: 42/553-555 Melton Highway Sydenham Victoria Australia 3038

Website Contact Form: www.Flights-scanners.com

Please include as much detail as possible about your issue, including dates, booking references, and any relevant documentation.

Our Complaint Handling Process:

4.1 Acknowledgement

We will acknowledge your complaint in writing within 5 business days of receipt.

4.2 Investigation

Your complaint will be reviewed thoroughly by our internal team. We may contact you for further information or clarification.

4.3 Resolution

We aim to resolve all complaints within 21 business days. If this is not possible, we will keep you updated on progress and provide reasons for the  delay by an email , sms or your preferred contact option.

4.4 Outcome

Once a resolution is reached, we will communicate the outcome to you in writing, including any remedial actions or explanations.

5. External Escalation Process – ATIA 

If you are not satisfied with our resolution, you may escalate your complaint to the Australian Travel Industry Association (ATIA). ATIA monitors our compliance with the ATAS Code of Conduct and assists in the resolution of complaints.

Stage 1: Internal Resolution – Team of Flight Scanner You must first raise the issue with us directly and allow up to 21 business days 

for resolution.

Stage 2: Escalation to ATIA

If unresolved, you may lodge a formal complaint via ATIA’s online complaints portal: https://traveltick.com.au/complaint/

A Compliance Manager at ATIA will assess your complaint and may:

• Seek resolution between both parties

• Require action by Flight Scanner

• Refer the complaint to the ATIA Complaint Appeal Committee (ACAC) if necessary

Stage 3: Appeal to the ACAC

If you are still unsatisfied with ATIA’s decision, you may appeal to the ACAC  within 14 days. Their determination is final and binding under the ATAS Code  of Conduct.

You can find full details in the ATAS Code of Conduct (May 2025):

https://atia.travel/Portals/0/ATAS%20Accreditation/ATIA_CODE%20OF%20CONDUCT%20V9%2012%20May%202025.pdf

6. Record Keeping & Continuous Improvement

All complaints and their resolutions are recorded and reviewed regularly to identify opportunities for improvement. Staff are trained in complaint handling procedures and are expected to act respectfully and professionally at all times.

7. Privacy and Confidentiality 

We handle complaints in accordance with the Privacy Act 1988 (Cth). Personal information collected as part of a complaint will only be used to address the issue and improve our services.

 8. Review and Updates

This policy will be reviewed annually or following significant changes to relevant laws or accreditation standards.