The Federal Government wants to create an industry ombudsman and establish a new Customer Rights Charter in its plans for the country’s aviation sector.
A White Paper, released this week, sets out the Government’s vision for aviation towards 2050 and aims to deliver on a range of initiatives across 56 policy areas.
The paper explores 10 key areas including:
- A better passenger experience.
- A competitive and efficient aviation sector.
- A skilled, secure and productive workforce.
- Maximising aviation’s contribution to net zero.
- Connecting regional Australia.
- Regenerating General Aviation.
- A balanced approach to airport planning and noise.
- World-leading safety, security and airspace regulation.
- Enabling new aviation technologies.
- Connecting Australia to the world.
The top initiative in the “better passenger experience” area involves legislating for an Aviation Industry Ombuds Scheme, which would have the power to direct airlines and airports to provide remedies to consumers and investigate customer complaints about airlines’ and airports’ conduct, with penalties for non-compliance.
“The enabling legislation for the ombuds scheme will outline requirements for airlines and airports to become members of the scheme, as well as the compliance and enforcement mechanisms,” the Paper said.
There was also plans to establish a new Aviation Customer Rights Charter, to be produced by the ombuds scheme, setting out the fair and appropriate treatment of customers by airlines and airports.
Another initiative was the adoption of a “show cause” arrangement, which would require airlines to report the reasons for delays and cancellations as part of the airlines’ regular reporting of flight data.
“The ombudsperson will also have powers to request additional information from airlines in relation to specific flights.”
A statement from the Federal Department of Transport said the release of the White Paper was the first in 15 years and came at a time the aviation sector had faced a number of challenges and changes, most notably the impact of the COVID-19 pandemic.
