The Albanese Government is delivering stronger aviation consumer protections for travellers, today taking a critical step by introducing a package of bills to Parliament.

The war in the Middle East has highlighted how travellers can experience disruption and uncertainty domestically, and how important it is for them to have increased protections when they fly and a clear understanding of what they are entitled to.

This bill will legislate new reforms that reshape the way consumers interact with the aviation industry, providing them with the protections they need when things go wrong, while still supporting a competitive and affordable industry.

Today’s legislation will establish the new Aviation Consumer Ombudsperson. An independent body working with travellers, airlines and airports to resolve complaints.

The legislation also paves the way for the Aviation Consumer Protections Charter, an Australian first, which will set minimum standards expected from airline and airport services for aviation consumers.

An Aviation Consumer Protection Authority will also be legislated, inside the Department of Infrastructure, that will enforce and ensure compliance with those standards.

Finally, it will establish an independent Aircraft Noise Ombudsperson (ANO) as a statutory function within the department. The ANO will review the handling of aircraft noise complaints managed by Airservices Australia and the Department of Defence.

Consumers have relied on airlines handling escalated complaints themselves through voluntary industry arrangements and have frequently been left disappointed with the outcomes.

While airline performance, including on-time performance has improved since the COVID-19 pandemic, there is still a broader need to better protect aviation consumers.

We’ve worked with the public, with industry, and with experts to ensure we are delivering meaningful protections for passengers while maintaining a competitive and sustainable aviation sector.

This legislation is a landmark first step in a series of reforms to deliver a better deal for aviation consumers.

In recognition of their role as critical community infrastructure and their limited financial and operational capacity, the Government intends to exempt airports with less than 1 million passengers per year from the framework, airports that are commonly council-owned in regional Australia.