Airlines, advocates warn of bureaucratic maze for passenger complaints
Airlines and advocacy groups are warning that new consumer protection measures for air travelers could create a complex bureaucratic system for handling complaints. The proposed Aviation Consumer Protections Framework introduces multiple agencies with overlapping responsibilities, potentially confusing passengers and airlines alike. Advocates are calling for a 'no wrong door' approach to ensure complaints are quickly directed to the correct authority.
- ▪The Albanese government introduced legislation in April to create an Ombuds Scheme and the Aviation Consumer Protection Authority.
- ▪The Law Council of Australia expressed concern about overlapping responsibilities among multiple regulatory bodies.
- ▪Advocacy groups, including the Australian Federation of Disability Organisations, support a 'no wrong door' system for complaint resolution.
- ▪The Australian Human Rights Commission and Law Council back direct referral and cooperation between regulators.
- ▪Currently, aviation complaints are handled by an industry-run Airline Customer Advocate.
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Excerpt limited to ~120 words for fair-use compliance. The full article is at The Sydney Morning Herald.