The Federal Government has introduced new legislation aimed at strengthening protections for air travellers, including the creation of an independent aviation consumer watchdog.
Infrastructure, transport, regional development and local government minister Catherine King today confirmed a package of bills had been put to Parliament, marking what the Government describes as a “landmark first step” in reforming passenger rights.
The move comes amid ongoing disruption across global aviation, with recent instability linked to conflict in the Middle East highlighting the need for clearer protections and support for travellers.
Under the proposed reforms, a new Aviation Consumer Ombudsperson will be established to independently handle complaints and disputes between passengers, airlines and airports.
The legislation will also pave the way for an Aviation Consumer Protections Charter, setting minimum service standards for airlines and airports – an Australian first.
An Aviation Consumer Protection Authority will be created within the Department of Infrastructure to enforce those standards and ensure industry compliance.
Noise complaints
In addition, the reforms include the establishment of an independent Aircraft Noise Ombudsperson, tasked with reviewing how noise complaints are handled by Airservices Australia and the Department of Defence.
King said the changes were designed to address longstanding gaps in consumer protections, noting that travellers have historically relied on airlines to resolve complaints through voluntary processes.
“Consumers have too often been left disappointed with outcomes under the current system,” she said.
While airline performance has improved since the COVID-19 pandemic, the Government said stronger safeguards are needed to better protect passengers when travel plans are disrupted.
The legislation follows consultation with industry, consumers and experts, and aims to balance improved passenger rights with maintaining a competitive and affordable aviation sector.
