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Making a claim is easy, simply follow the steps below:

Step 1: As soon as you are notified of a Disputed Transaction and a possible Chargeback, which relates to Supplier Insolvency, you must complete a Claim Form and submit to ACS within 10 days to

Step 2: ACS will review the claim and check that:

  • You are an ACS member;
  • A Contribution was paid to ACS via a Payment Partner; and
  • The Chargeback relates to Supplier Insolvency

Step 3: When you receive confirmation that the Chargeback against you has been successful, provide those details to ACS and the claim will be settled within 7 business days.

If you have any questions, please call our claims team on 02 8267 9999 or email



What information do I need to lodge my claim?

In addition to your ACS Membership Number, you will need to provide the following details:

  • Date of Booking / Payment Transaction Date.
  • Details of the Booking, including; Name of Passenger, Transaction Amount, Supplier Name, Departure Date and Return Date.
  • Evidence of the notification of the Disputed Transaction and a possible Chargeback.

Is there a time limit for submitting my claim?

It’s important to notify us as soon as possible and within 10 days from the date you become aware of a Financial Loss following the Insolvency of a Supplier. Please refer to the Product Disclosure Statement for full details.

If you’re unsure whether you’re eligible to make a claim, or would like to discuss please contact our claims team on 02 8267 9999 or email

What documents do I need to make a claim?

When making a claim you’ll be asked to provide evidence of the booking and the Chargeback, including;

• Passenger Invoice(s), Unused airline/ supplier ticket(s) or voucher(s).

• Details of a Credit/Debit Card of the disputed transaction and that a Chargeback has been approved by your merchant provider which includes the amount and date that the debit will occur.

Can I nominate where my claim is paid?

Yes - you can nominate your preferred bank account on the claim form. Please allow for 7 business days for us to process your request and for your money to appear in your bank account.

How long will it take to process your Claim?

Claims are processed within 7 business days once all the necessary documentation has been received.

What are my options if I wish to dispute the Board’s decision?

The Board sets guidelines to ensure they exercise discretion fairly and consistently and in the interests of all members when considering the merits of a claim.

If you wish to dispute the Board decision, you are welcome to make a written submission to ACS and to ask the Board to reconsider their decision.

It is important to provide notice in writing within 60 days of the date you are notified of the Board’s decision.

The Board will give full consideration to your submission when deciding on the final outcome and will provide a response in writing within 10 business days from the date of the Board meeting.

Who do I contact if I have a complaint?

If you’re unhappy with the way your claim is progressing please contact our claims team on 02 8267 9999 or email

If the matter does not get resolved, and you would like to make a complaint about the claims service provided by ACS, or any other person engaged with ACS, please contact our Complaints Officer:

Director of Operations
Gow-Gates Mutual Management Pty Limited
Phone 02 8267 9999

Gow-Gates will acknowledge receipt of your complaint within 24 hours and provide a response in writing within 15 business days.

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