The new consumer ombuds scheme will give consumers access to an impartial dispute resolution body to handle complaints about airlines and airports.
The consumer ombuds scheme is expected to begin operations in 2026 following the passage of the enabling legislation.
To support improved outcomes for aviation consumers in the short term, an interim ombudsperson was 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 has no formal resolution or investigative powers in relation to consumers. Before the new scheme commences, consumers should continue to use existing channels to resolve their complaints (see the Making a Complaint section for more information.
The interim ombudsperson is helping establish the new scheme. Key focus areas include:
- developing the Aviation Consumer Protection Charter and consulting on it
- identifying systems and processes to manage complaints about airports and airlines when the legislation establishing the consumer ombuds scheme commences
- reporting on airline and airport complaint handling processes and performance
- undertaking research including a national survey on passenger experiences and satisfaction with airlines and airports
- responding to queries and supporting referrals where consumers raise issues.
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