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The new Aviation Consumer Ombuds Scheme (consumer ombuds scheme) will improve outcomes for air travellers by establishing an independent service to help consumers resolve complaints about airlines and airports.
How the ombuds scheme will help Australians
The Government announced its intention to establish an ombuds scheme in the Aviation White Paper: Towards 2050. The ombuds scheme will deliver an independent, fair and accessible complaint handling service for aviation consumers.
The consumer ombuds scheme is expected to begin operations in 2026 after being established through legislation. Until then, it cannot investigate complaints.
To support improved outcomes for aviation customers in the short term, an interim ombudsperson has been appointed from within the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts. The interim ombudsperson has a limited set of functions and is:
- reviewing and producing a report on aviation industry complaints handling
- conducting a survey on passenger experiences and satisfaction with airlines and airports
- establishing systems and processes to manage complaints about airports and airlines when the legislation establishing the consumer ombuds scheme commences
- responding to queries and supporting referrals where consumers raise issues.
Consultations
We completed consultation on the design and implementation of the ombuds scheme in August 2024. We also completed consultation on the draft Aviation Customer Rights Charter in March 2025.
Public submissions received for the ombuds scheme are available on the Have Your Say page. Public submissions on the Charter are available on the Have Your Say page.
We are now conducting another consultation on the design and implementation of aviation consumer protections. This will consist of 2 key elements:
- the design of primary legislation to establish a new aviation consumer protection framework – submissions close 5 October 2025. Any submissions received after this date may not be able to be considered in finalising primary legislation. You can find out more and provide your submission through the Have Your Say page.
- the design of subordinate legislation – submissions close 26 October 2025. You can find out more and provide your submission through the Have Your Say page.
What happens next?
Your feedback on these consultations will help inform the government’s decisions on the final design and implementation of the consumer ombuds scheme.
We are undertaking a comprehensive review of customer complaints handling processes and standards of airlines, airports and the Airline Customer Advocate.
The review is due to be completed this year and will provide a detailed understanding of complaints handling across the sector and provide baseline data and information to measure future changes against. It will also inform the development of best practice complaints handling by the industry and the consumer ombuds scheme.
We are also undertaking research into consumer experiences and satisfaction with airlines and airports. This research will include a survey of the general public on their aviation experiences.
Making a complaint
About airlines
Each major domestic airline has their own customer charter which outlines their customer commitments, including complaint handling processes:
- Customer Guarantee | Jetstar
- Customer Charter | Qantas AU
- Guest Charter | Virgin Australia
- Customer Charter | Rex
If you have experienced an issue with the customer service you have received from a domestic airline, including issues with refunds, flight cancellations and delays, and/or baggage services, you must first lodge a complaint with the airline and receive an outcome from that complaints process.
As the Aviation Consumer Ombuds Scheme is currently not legislated to investigate unresolved complaints lodged with airlines, the Airline Customer Advocate (ACA) will continue to provide a free service to eligible customers of participating major Australian airlines by facilitating the resolution of unresolved complaints about airline services. For more information visit the ACA website.
Alternatively, the Australian Competition & Consumer Commission (ACCC) provides information on Australian Consumer Law (ACL) and details of local consumer protection agencies to lodge complaints. For more information visit the ACCC website.
The ACCC also provides helpful information for consumers affected by travel disruptions:
Consider travel insurance
Travel insurance can assist with covering costs if something goes wrong on your domestic or international travel.
Choice has useful advice regarding travel insurance on their website: Everything you need to know about travel insurance
About aircraft noise
About aviation safety and incidents
About security screening
About Australian Government bodies involved in aviation
Keep in touch
Subscribe to our mailing list to get updates about the consumer ombuds scheme.
Email: aviationcustomerrights@infrastructure.gov.au
Timeline
Below is a timeline showing the activities taking place between now and the establishment of the consumer ombuds scheme in 2026.
