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The new Aviation Consumer Ombuds Scheme (the 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 consumer 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 once it is established in legislation.
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:
- developing the proposed Aviation Consumer Protection Charter obligations
- actively reviewing an independent assessment and report on aviation industry complaints handling
- conducting research on passenger experiences and satisfaction with airlines and airports
- establishing systems and processes to manage complaints about airports and airlines for when the consumer ombuds scheme commences
- responding to queries and providing information and referrals where consumers raise issues
- providing education to improve travel experiences and reduce complaints.
The interim ombudsperson has no formal investigative or resolution powers in relation to consumer complaints about airlines and airports. Consumers should use existing channels to resolve their complaints (see the Making a Complaint section). Where the interim ombudsperson does receive direct complaints about charter-related airline and airport matters, relevant information and referrals may be provided to customers, and matters escalated further where appropriate.
Consultations
We completed consultation on the design and implementation of the consumer 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.
In October 2025, we completed another formal consultation process on the design and implementation of primary and secondary legislation for the aviation consumer protection framework, and the proposed Aviation Consumer Protection Charter. Public submissions received will be published in early 2026.
The department has considered all submissions received, has clarified input where necessary and is further engaging with key stakeholders on the next iteration of the proposed Aviation Consumer Protection Charter.
Stakeholders interested in engaging with the department on the proposed Aviation Consumer Protection Charter can reach out to the Aviation Consumer Ombuds Scheme.
What happens next?
Feedback provided through these consultation processes will help inform the government's decisions on the final design and implementation of the scheme.
We have completed a comprehensive review of customer complaints handling processes and standards of airlines, airports and the Airline Customer Advocate. The review provides an understanding of complaint handling practises across the sector and baseline data and information to measure future changes against. It is being used to inform the development of best practice complaints handling by the industry and the consumer ombuds scheme.
We have also completed research into consumer experiences and satisfaction with airlines and airports. This research included a survey of the general public on their aviation experiences.
These reports will inform the development of the consumer ombuds scheme with information from them to be published in early 2026.
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
Travel tips
Other helpful tips for travelling in 2026
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: aviationconsumerprotections@acos.gov.au
Timeline
Below is a timeline showing the activities taking place between now and the establishment of the consumer ombuds scheme in 2026.
