Code of Ethics

The Council of Australian Tour Operators (CATO) is committed to upholding the highest standards in the development and delivery of global travel products.

As CATO members, we pledge to conduct our business with integrity, professionalism, and transparency, ensuring the best possible experience for travellers.

This Code of Ethics serves as a guide for ethical conduct and responsible business practices when dealing with the public.

Membership Categories

CATO membership consists of two categories:

Full Members

Australian-based tour operators and wholesalers who develop, package, and sell travel products. Full Members must ensure their travel offerings meet the standards and value expressed in their advertised programmes, in line with their terms and conditions.

Associate Members

Businesses that provide products and/or services to Full Members or other travel-related entities not eligible for Full Membership. Associate Members are expected to contribute to the objectives and activities of CATO through active involvement in the Australian travel industry.

Ethical Standards for CATO Members

1. Accuracy & Transparency

• Members must ensure all information about their products, services, and destinations is factual, accurate, and not misleading.
• Employees and agents must be fully informed about the products they promote and sell to provide honest and reliable advice to customers.

2. Integrity & Professional Conduct

• Members must act honestly and fairly in all dealings with clients, partners, and suppliers.
• False representation of a person’s affiliation with a company or organisation is strictly prohibited.

3. Compliance with Laws & Regulations

• Full Members must abide by all Federal, State, and local laws and regulations governing their business operations.

4. Confidentiality & Data Protection

• Members must treat all client transactions as confidential and must not disclose personal or financial information without the client’s consent, unless required by law.

5. Consumer Confidence & Protection

• Members must take all reasonable steps to protect clients from fraud, misrepresentation, or unethical practices within the travel industry.

6. Ethical Business Practices & Cooperation

• Members must cooperate with CATO in any enquiry or dispute resolution process involving consumers or other members.
• Members must promptly inform clients of any changes to itineraries, services, or pricing in line with their booking conditions.

7. Disclosure of Terms & Conditions

• Full Members must clearly communicate all terms and conditions, including cancellation policies and service fees, before accepting payment for a booking.

8. Commitment to Education & Training

• Members are encouraged to participate in CATO training programmes to ensure best business practices within their organisation.
• Members should invest in ongoing staff education and professional development to maintain high industry standards.

9. Complaint Resolution & Responsiveness

• Members must have a Customer Complaint Handling Policy in place and respond promptly and professionally to any consumer concerns or disputes.

By adhering to this Code of Ethics, CATO members demonstrate their commitment to responsible, ethical, and professional business conduct, ensuring trust and confidence in the Australian travel industry.