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 Australian Government has announced reforms to better protect the rights of airline and airport consumers. Key initiatives will include:
- An Aviation Consumer Protection Charter which will set minimum standards that aviation consumers can expect from airlines and airports.
- The Aviation Consumer Ombuds Scheme, to resolve eligible individual consumer complaints that are related to matters within the Charter that can’t be resolved directly with airlines or airports
- The Aviation Consumer Protection Authority to enforce the Charter
The consumer ombuds scheme is expected to begin operations in 2026 following the passage of the enabling legislation.
To develop the proposed Aviation Consumer Protections Charter obligations and support improved outcomes for aviation consumers 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 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.
