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