The Aviation Consumer Ombuds Scheme is not currently legislated, which means the interim ombudsperson has no formal resolution or investigative powers for consumer complaints about airlines and airports. The official Scheme is expected to begin operating in 2026/2027.

In the interim, consumers should use existing channels to resolve their complaints. Below are some useful tips and contacts to help you resolve your complaint.

The Australian Government’s interim Aviation Consumer Ombuds has developed tips to help travellers have a smooth and safe trip. The tips cover common aspects of travel such as terms and conditions, travel insurance, medical clearance, packing safely and staying informed during disruptions.

A new Aviation Consumer Protection Charter will impose minimum standards for airlines and airports.

The Charter is still being developed and is expected to commence after legislation is passed and implementation timeframes are agreed.

The Charter will provide a clear, comprehensive and consistent set of minimum protections and standards of treatment that aviation consumers can expect from airlines and airports when issues arise on a range of matters.

This will give consumers greater certainty about what they can expect when flying to or from an Australian airport.