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Code of Ethics

The Council of Australian Tour Operators (CATO) members adhere to the highest standards in development and delivery of global travel product. 

Members of CATO pledge themselves to conduct their business activities in a manner that promotes the ideal of integrity in travel and agree to act in accordance with the principles of the CATO Members Code of Conduct.

In a world of dynamic change, travellers are faced with a myriad of choices for transportation and accommodation along with other travel services and arrangements. 

Membership comprises of two categories – Full Members and Associate Members.

Full Members
Australian based, tour operators and wholesalers.
CATO full members must provide their travel product/s to the standard and value expressed in their advertised programmes and in-line with their terms and conditions.

Associate Members
CATO Associate Members are product and/or service providers to CATO full members as well as other travel related entities that are not eligible for CATO full membership. These organisations are expected to contribute to the objectives and activities of CATO by way of involvement or interest in the Australian travel industry.

CATO members must aspire to 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. Members are expected to 
ensure that employees and external agents offer true and accurate advice and services, by being fully informed about the products, destinations and various facets of the product they promote and sell.

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

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

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

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

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

CATO full 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.

Education and Training
CATO offers training seminars for its members to encourage best business practice within their organisation.

CATO full members will promptly advise the client or their agent, of any change in itinerary, services, features or price in line with the members booking conditions.

Qualifications and Professionalism
CATO members are encouraged to provide ongoing education to their employees and external agents to ensure their continued professional development.

Responsiveness to complaints
CATO members will respond in accordance with their Customer Complaint Policy Handling Procedures.

"Inspiring innovative & sustainable travel"

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