Aviation Consumer Protections – subordinate legislation (including the Aviation Consumer Protections Charter)

We’re seeking your views on the design of subordinate legislation for aviation consumer protection reforms. This will include an Aviation Consumer Protections Charter that outlines minimum aviation consumer standards applying to airlines and airports.

Why we want your input

Your feedback will inform the design of subordinate legislation for aviation consumer protection reforms, including a new Aviation Consumer Protections Charter and the minimum standards it contains, to ensure it is reasonable and covers the core elements of the aviation consumer experience.

How you can voice your opinion

You can have your say by reading the consultation paper and making a written submission below. Questions 4, 5, 8 and 9 in the paper can help guide your response.

What will be the outcome of this consultation?

Your views will help inform the final design and implementation of subordinate legislation for a legislated aviation consumer protection framework, including the Aviation Consumer Protections Charter and funding arrangements for the framework.

The Issue

We are consulting on the legislation that would establish an aviation consumer protection framework. This was one of the consumer reform measures identified in the Aviation White Paper: Towards 2050 which was released in August 2024.

Submissions received through the Aviation White Paper consultation process made it clear that aviation consumers are dissatisfied with how Australian airlines and airports have interpreted their obligations to consumers. This was particularly acute during the reopening period following the COVID-19 pandemic when there were historically high rates of delayed and cancelled flights. Submissions also reported long delays in airlines’ responsiveness to complaints and unsatisfactory outcomes from complaints referred to the industry-led dispute resolution body – the Airline Customer Advocate.

To provide a better experience for aviation consumers, the Australian Government announced aviation consumer reforms in the Aviation White Paper, and consulted on the design of an ombuds scheme and Charter. Submissions to these processes have informed the proposed approach to aviation consumer protections.

The government is proposing to introduce an aviation consumer protection framework consisting of 2 key elements: 

The government is consulting on both elements of the framework, with separate submission deadlines for matters contained in primary and subordinate legislation to enable proposed legislative timeframes to be met. Primary legislation would establish the framework, allow for the imposition and collection of levies on regulated entities, provide high level details about the levies, and describe the role of the ACPA, Aviation Consumer Ombudsperson and Aircraft Noise Ombudsperson, and their functions and powers. A range of subordinate legislation would support the primary legislation, including the consumer standards in the Charter, rules that (amongst other things) may allow exemptions to the framework, and the details of calculating and applying the levies.

Through this consultation, we want to hear from interested members of the public and industry on the design of subordinate legislation by 26 October 2025. The consultation questions relating to subordinate legislation are 4, 5, 8 and 9:

4. Do the proposed Charter standards cover the core elements of the aviation consumer experience relating to the delivery of airline services, airport services and airport accessibility services? Are there any missing elements?

5. Do the proposed Charter standards reflect reasonable standards? Are there any operational or technical considerations that would affect the ability of airlines or airports to meet the proposed standards?

8. If different cost recovery levies are applied to regulated entities based on the nature or size of their operations, what metrics should be used to differentiate them?

9. For each of the duration/situation timeframes listed in Table 4 of the consultation paper (1 to 3 hours, 3 to 6 hours, 6 to 12 hours and more than 12 hours) what are reasonable values for food and drink vouchers per meal, and how many food and drink vouchers should affected passengers receive?

The government is also consulting on primary legislation, with feedback due earlier. Please direct your feedback on the primary legislation matters (questions 1, 2, 3, 6 and 7) to the following page:

Relevant documentation

Participate

08 Sep 2025 09:00 AEST
26 Oct 2025 23:59 AEDT
Open
days remaining 48 of 49

We invite you to tell us your views on this topic. Your submission should include confirmation whether or not your submission can be made public—published—or kept confidential.

While submissions can be submitted anonymously using the form below, if you choose to provide contact details, this can assist us clarifying or following up issues raised in submissions. Such details can include:

  • contact name
  • organisation name, if applicable
  • relevant contact details, including telephone number, postal and/or email addresses.

All submissions to be made public need to meet the Digital Service Standard for accessibility. Any submission that does not meet this standard may be modified before being made public.

If your submission is to be made public, please ensure you do not include any personal information that you don't want to be published.

If your submission is confidential, please ensure each page of the submission is marked as confidential.

Please click on the 'Have your say now' button below to upload your submission.

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Publication, Confidentiality and Privacy of Submissions Instructions
We may use your details to contact you regarding your submission and we will never share any of your contact details or make your email, or phone number public abiding by our Privacy Policy.

Alternatively please email your completed submission to aviationconsumer@infrastructure.gov.au

Privacy Collection Notice

Aviation Consumer Protections

Your submission, including any personal information supplied, is being collected by the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts (“the Department”) in accordance with the Privacy Act 1988.

Use

The Department may use your submission to inform the development of policy and legislation to establish the aviation consumer protection framework.

Disclosure

The Department may disclose your submission to the Attorney-Generals’ Department and the Australian Human Rights Commission where it concerns matters relating to the Disability Discrimination Act 1992 (DDA), for the purpose of designing and implementing the aviation consumer protection framework. The Department may publish your submission as explained below. Otherwise your submission will not be disclosed unless authorised or required by law.

Contacting You

The Department may use your contact information to make further contact with you about your submission and the consultation process.

Publication

Unless marked confidential (see below) submissions (including the author’s name) may be published in part or full on the Department’s website or in any public response by the Department. When publishing, the Department will redact any personal contact details of the author.

Confidentiality

Confidential submissions will not be published and will only be disclosed in the following circumstances:

  • in response to a request by a Commonwealth Minister;
  • to the Attorney-General’s Department and the Australian Human Rights Commission where it concerns matters relating to the DDA for the purposes of designing and implementing the aviation consumer protection framework;
  • where required by a House or a Committee of the Parliament of the Commonwealth of Australia;
  • where necessary in the public interest; or
  • where authorised or required by law.

Submissions will only be treated as confidential if they are expressly stated to be confidential. Automatically generated confidentiality statements or disclaimers appended to an email do not suffice for this purpose. If you wish you make a confidential submission, you must indicate this by ensuring your submission is clearly marked confidential. Even if a submission is not marked confidential, the Department may choose not to publish it, or any part of it, in the Department’s discretion (for example where it includes personal information or opinions about a third party).

Access

The Department will securely store your personal information and the Department’s privacy policy contains information regarding complaint handling processes and how to access and/or seek correction of personal information held by the Department. Further information is available at Privacy | Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts.