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 in 2026 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.

The new consumer ombuds scheme will give consumers access to an impartial dispute resolution body to handle complaints about airlines and airports.

The consumer ombuds scheme is expected to begin operations in 2026 following the passage of the enabling legislation.

To support improved outcomes for aviation consumers in the short term, an interim ombudsperson was appointed from within the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts.