The Australian Government is committed to improving outcomes for aviation consumers by introducing new aviation consumer protections, including an Aviation Consumer Ombuds Scheme (‘consumer ombuds scheme’) and an Aviation Consumer Protections Charter.
The introduction of a consumer ombuds scheme will give consumers access to effective dispute resolution. Additionally, by imposing and enforcing minimum standards on airlines and airports, consumers will have greater certainty about what they can expect when flights are cancelled, delayed, and disrupted. It will also help consumers better understand when they are entitled to refunds and passenger assistance.
Consultations
The Department completed initial consultations on the design and implementation of the ombuds scheme at the end of 2024, and minimum consumer protections in early 2025. Public submissions received through this process were published for the ombuds scheme and minimum consumer protections.
The Department is now conducting another consultation on the proposed design and implementation of aviation consumer protections. This consultation consists of two key elements:
- a new aviation consumer protection framework comprising the consumer ombuds scheme, and a new regulator – submissions on these elements close 5 October 2025, and can be provided at Aviation Consumer Protections – primary legislation
- an updated Aviation Consumer Protections Charter – submissions on this element and other elements in subordinate legislation close 26 October 2025, and can be provided at Aviation Consumer Protections – subordinate legislation (including the Aviation Consumer Protections Charter)