Delivering fast and effective resolution of unresolved airline complaints across Australia.

Leading the resolution of airline complaints in Australia by:

  • providing impartial, accessible, efficient and responsive dispute resolution
  • raising customer service standards in the aviation industry
  • striving to improve our services to consumers

  • assist consumers to resolve complaints that are currently unresolved
  • work with the participating airlines to improve their complaint handling and customer service delivery
  • be an independent and influential advocate about matters affecting airline consumers

We will:

  • be fair, efficient and independent
  • be accessible and responsive to everyone who contacts us
  • advocate for service improvements that will benefit all airline consumers
  • deliver high quality customer service


Clink on this link for our Customer Service Charter



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