Travel and Accommodation - An industry guide to the ACL

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Information status

All documents issued prior to 1 July 2017 were issued by the former Department of Commerce. Documents listed here are the latest versions available, but may be subject to review. For more information on this document, please contact

This publication is for: 
ConsumerTravel agent

This guide provides information on the ACL for travel and accommodation businesses.

This guide is relevant to you if your business:

  • provides holiday accommodation
  • provides travel; for example, airlines or coach services
  • provides services related to travel, such as tours and recreational activities
  • markets, sells or takes bookings for any of the above.

It covers key aspects of the law such as refunds and cancellations, focusing on issues where:

  • industry bodies have requested more detailed guidance for business
  • consumers frequently report problems to national, state and territory consumer protection agencies.

This guide supplements the ACL guides for business and legal practitioners, available from

This guide gives general information and examples – not legal advice or a definitive list of situations where the ACL applies. You should not rely on this guide for complete information on all your obligations under the ACL. 

Go to the Australian Consumer Law website

Consumer Protection
Guide / handbook
Last updated 09 Jan 2017

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