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ATIA Confirms Chair Transition for ATAS Complaints Appeals Committee

The independent body that decides the most complex complaints against ATIA -accredited businesses is entering its next phase, with a Chair transition that reinforces ATIA’s focus on stronger, fairer and more trusted accreditation.

Since its launch, the ATAS Complaints Appeals Committee (ACAC) has become a critical backstop for members and consumers, resolving escalated disputes independently and reducing the need for costly legal action. As complaint complexity has increased, ACAC has played a growing role in protecting accredited businesses while growing consumer confidence in ATAS.

As Chair, Mr Hank Spier, long time CEO of the Australian Competition and Consumer Commission, has led ACAC through a period of material reform and increased complexity within the complaints framework, supporting the evolution of ATAS as a credible, independent and industry-informed system of self-regulation. Under his leadership, ACAC has continued to deliver balanced determinations that are binding within the scheme that recognise the realities of travel businesses while maintaining consumer confidence in accreditation.

ACAC operates as an independent review body under the ATAS framework, considering escalated complaints and alleged breaches of the ATAS Charter and Code. Its determinations play a critical role in safeguarding the integrity of accreditation, providing members with a fair, expert and industry-specific alternative to court-based dispute resolution.

As of 1 February 2026, Michael Terceiro has taken on the role of Chair as part of a planned transition. Mr Terceiro is a General Member of the NSW Civil and Administrative Tribunal (NCAT) in the Consumer and Commercial Division and brings deep legal, regulatory and governance expertise, including extensive experience in consumer law and independent review roles. He recently served as the Independent Reviewer for the 2025 ATAS Charter Review, providing continuity and alignment across ATIA’s accreditation reform agenda.

For members, the appointment reinforces ATIA’s focus on ensuring complaints and appeals processes remain independent, proportionate and practical, while continuing to evolve in line with regulatory expectations and consumer standards. It also reflects ATIA’s broader commitment under A30 to strengthen trust in accreditation without increasing unnecessary administrative or financial burden on accredited businesses.

The composition and operation of ACAC will remain unchanged, continuing to comprise an independent Chair alongside consumer and industry representatives.

QUOTES ATTRIBUTABLE TO ATIA CEO DEAN LONG
“This transition is a clear example of ATIA delivering on Project A30 and our Accreditation and Trust pillar. Strong, independent governance underpins confidence in ATAS, and that confidence directly benefits our members.”

“Hank Spier has provided principled, steady leadership through a period of meaningful reform, helping ensure the complaints framework remains fair, credible and workable for accredited businesses. I thank him sincerely for his contribution.”

“Michael Terceiro’s appointment builds on that momentum. His deep expertise in consumer law and governance, combined with his role as Independent Reviewer of the recently completed ATAS Charter, ensures continuity, rigour and a continued focus on outcomes that support both consumers and members.”

QUOTES ATTRIBUTABLE TO OUTGOING ACAC CHAIR HANK SPIER
“It has been a privilege to chair the ACAC during a period where the accreditation framework has continued to mature and adapt. The Committee’s role in balancing consumer expectations with the operational realities of travel businesses has never been more important.”
“I am proud of the work undertaken to strengthen confidence in ATAS as a fair, independent and industry-aware process, and I wish Michael every success as he takes on the role.”

QUOTES ATTRIBUTABLE TO INCOMING ACAC CHAIR MICHAEL TERCEIRO
“The ATAS framework plays a vital role in maintaining trust in Australia’s travel industry, and ACAC is a key safeguard within that system.”
“I look forward to working with ATIA, committee members and stakeholders to ensure the appeals process remains independent, transparent and fit for purpose, while continuing to support accredited businesses through fair and proportionate outcomes.”