Consumer Concerns
All Members of ATHOC are required to have an internal complaints resolution procedure that abide by the Australian Standards.
If any consumer or timeshare owner has a concern or complaint, it is essentiall that you contact that company and try to resolve your issue. Any external complaints organisation will send you to the company you have a complaint with first. As in any situation, it is important to discuss your issue with them and try to resolve any problems at this point.
Regarding a Resort Complaint
Due to changes by ASIC, as of September 30, 2007, ATHOC will no longer manage complaints for the individual resorts/Clubs. This will be handled internally by each individual organisation. If you are not satisfied with the outcome you should refer to the Office of Fair Trading in your State.
Regarding Promoters/Developers
If you gone through the complaints process with a promoter/developer and are not happy with the outcome, your Complaint should be forwarded to The Financial Ombudsman Scheme (FOS). mailto:info@fos.asn.au. FICS is the external dispute scheme for financial products and services. All organisations that hold a Financial Services License must also be a member of an external dispute scheme.