On this page
- General government contacts and resources
- General contacts and advice for accessibility needs and other supports
- Domestic carriers – contacts and resources for conditions of carriage, complaints and accessibility/assistance
- International carriers – contacts and resources for conditions of carriage, complaints and accessibility/assistance
- Airport contacts and resources for complaints and accessibility/assistance
- External complaint handling bodies and contacts
Before you embark on your journey, consider bookmarking the following contact information for airlines, airports, consumer protection, accessibility and support services that may be relevant to your trip. Links to external websites are up to date to the best of our ability and we welcome any advice if you find a broken link – please email us at aviationconsumerprotections@acos.gov.au.
For current information, use official Australian Government and airline resources.
General government contacts and resources
| Organisation | Purpose | Contact |
|---|---|---|
| Smartraveller | Travel advisories, consular assistance, disability travel advice and travelling with medicines | www.smartraveller.gov.au Disability travel advice Travelling with medicines and medical equipment |
| DFAT Consular Emergency Centre | Emergency consular help overseas, 24 hours a day | +61 2 6261 3305 from overseas 1300 555 135 from within Australia |
| Australian Passport Office | Australian passport applications, renewals, replacements and passport information | www.passports.gov.au 131 232 |
| Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts | Information on aviation policy, the interim Aviation Consumer Ombuds Scheme and airline and airport information | Interim Aviation Consumer Ombuds Scheme | 1800 075 001 Airline and airport information |
| Australian Border Force | Customs, border control and traveller information | www.abf.gov.au | 1800 009 623 |
| ACCC | General advice on flight delays/cancellations, information on consumer law. | Travel delays and cancellations | 1300 302 502 |
General contacts and advice for accessibility needs and other supports
The organisations below provide advice on accessibility and other support required when flying. See specific airline and airport contacts and advice in the following tables.
| Organisation | Purpose | Contact |
|---|---|---|
| Civil Aviation Safety Authority | Aviation safety standards and safety information for passengers with disability and reduced mobility | www.casa.gov.au | 131 757 Passengers with disability and reduced mobility |
| Department of Home Affairs | Aviation security screening, including travellers with specific needs | TravelSECURE | 13 18 81 Travellers with specific needs |
| Therapeutic Goods Administration | Rules and requirements for travelling with medicines and medical devices | Travelling with medicines and medical devices |
| Services Australia | Medicare guidance for travelling overseas with Pharmaceutical Benefits Scheme medicines | Managing PBS medicines overseas |
| Rare Voices Australia | Airport screening notification card | Airport Screening Notification Card |
Domestic carriers – contacts and resources for conditions of carriage, complaints and accessibility/assistance
International carriers – contacts and resources for conditions of carriage, complaints and accessibility/assistance
Some countries have specific air passenger protection schemes to escalate complaints when airlines fail to comply with passenger rights, while other countries may have consumer protection agencies which consider a broader range of issues, including consumer disputes with airlines. See the table below for various complaint handling authorities for specific airlines. See the Making a Complaint section for information and contacts for air passenger protection schemes in other countries.
Airport contacts and resources for complaints and accessibility/assistance
External complaint handling bodies and contacts
The following external complaint handling bodies may be able to help you if your complaint can’t be resolved with an airline or airport. Remember, if something goes wrong, there is a clear complaint and escalation pathway you should follow. See the Making a complaint section for more information. Specific airline and airport complaint contacts and information are listed above.
| Organisation | Purpose | Contact |
|---|---|---|
| Aviation complaints | Guidance on where to direct aviation complaints | www.aviationcomplaints.gov.au |
| Airline Customer Advocate | Complaint handling service for unresolved complaints about Virgin, Qantas and Jetstar | www.airlinecustomeradvocate.com.au | 1800 813 129 |
| Australian Human Rights Commission | Disability discrimination complaints | www.humanrights.gov.au | 1300 656 419 |
| NSW Fair Trading | Consumer protection | www.fairtrading.nsw.gov.au | 13 32 20 |
| Consumer Affairs Victoria | Consumer protection | www.consumer.vic.gov.au | 1300 558 181 |
| Queensland Fair Trading | Consumer protection | www.qld.gov.au/fairtrading | 13 74 68 |
| Consumer Protection WA | Consumer protection | consumerprotection.wa.gov.au | 1300 304 054 |
| Consumer and Business Services SA | Consumer protection | www.cbs.sa.gov.au | 131 882 |
| Access Canberra | Consumer protection | www.accesscanberra.act.gov.au/consumer-rights | 13 22 81 |
| NT Consumer Affairs | Consumer protection | www.consumeraffairs.nt.gov.au | 1800 019 319 |
| CBOS Tasmania | Consumer protection | www.cbos.tas.gov.au | 1300 654 499 |