The Australian Government is committed to improving the experience for air travellers by introducing new aviation consumer protections to Parliament in April 2026.
This is a key milestone toward establishing the Aviation Consumer Protection Framework.
The framework will cover airlines operating domestic flights in Australia, airlines flying internationally to and from Australia, and Australian airports.
It will apply to services including:
- Airline booking requirements, check-in and boarding, lost/damaged baggage, treatment during disruptions, delays and cancellations, complaints handling, availability of refunds and passenger assistance.
- Airport services such as parking but not retail and food services inside the airport.
- Accessibility services for people who require assistance with their flight.
The proposed framework has two parts:
- Aviation Consumer Ombuds Scheme
- Aviation Consumer Protections Charter
About the Aviation Consumer Ombuds Scheme
The Aviation Consumer Ombudsperson will offer impartial, accessible and fair external dispute resolution services for people who have been unable to resolve their complaint directly with an airline or airport.
The Aviation Consumer Ombudsperson will also:
- Provide community and industry education and guidance
- Promote best practice complaints resolution
- Provide insights to support ongoing improvement of the framework
- Refer misconduct to other bodies
A consumer ombuds scheme will provide greater certainty about what you 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.
Aviation Consumer Protections Charter
The Charter will set out the minimum standards that aviation consumers can expect from airlines and airports. These minimum standards will be enforced by a regulator, the Aviation Consumer Protection Authority.
- Download the aviation consumer protections fact sheet
- Download the aviation consumer protections industry fact sheet
The Aviation Consumer Protection Authority
The Aviation Consumer Protection Authority (ACPA) will enforce the Charter.
It will keep airlines and airports accountable for the Charter requirements.
The Aviation Consumer Ombudsperson will resolve individual complaints while the ACPA will respond to systemic and serious breaches of the Charter.
Aircraft Noise Ombudsperson
The Aircraft Noise Ombudsman conducts independent reviews of the management of aircraft-noise complaints by Airservices Australia and the Department of Defence.
The proposed new aviation consumer protection legislation will support the smooth transition of the current Aircraft Noise Ombudsman function in Airservices Australia to the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts.
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.
Further consultation on the proposed design and implementation of aviation consumer protections and the Charter was held in October 2025.