The Airline Customer Advocate (ACA) provides a free and independent service to
eligible customers of major Australian airlines by facilitating the resolution
of unresolved complaints about airline services.
The role of the ACA is to effectively represent the interests of airline
customers and to play a leading role in customer advocacy within the Australian
The ACA will forward your complaint to the right person within the relevant
airline and ensure you receive a response within a reasonable time (usually
within 20 working days).
The ACA is funded by the participating airlines.The ACA does not have independent power to make decisions that affect the
participating airline’s response to your complaint.However, the airlines are bound by
their commitment to respond within the required timeframe to all complaints
referred to them by the ACA.
The ACA will also contribute to the raising of the participating airlines’
standards of customer service.We
will do this by monitoring and reporting on complaints received and issues
raised.We can also provide
recommendations to the participating airlines for improving their customer
service and relationships with consumers and identify systemic issues that may
lead to industry wide recommendations for change.
Our aim is to reduce complaints about airlines and reduce the number of
complaints that are inadequately addressed.