Ombudsman title renamed in aviation white paper

A new gender-neutral title for a soon-to-be-appointed aviation watchdog has raised eyebrows.

An ‘ombudsperson’ will be appointed to police Australian airlines and airports under a new scheme to protect passenger rights. Picture: NewsWire / Gaye Gerard

New efforts to protect passengers’ rights will be spearheaded by an “ombudsperson”, not an ombudsman, the federal government’s Aviation White Paper has revealed.

The gender neutral shift appears to be the first of its kind in an official government communication, a departure from other “ombuds schemes” such as the Fair Work Ombudsman.

Ombudsman is a word of Nordic origins that simply that means an official who investigates and resolves complaints.

The new ombudsperson repeatedly referred to on the white paper will police Australian airlines and airports under a new scheme to protect passenger rights.

The Albanese government’s long-awaited aviation white paper, released by Transport Minister Catherine King on Monday, comes two years after the government flagged plans to review the aviation sector and set long-term policies and reforms for the industry’s growth.

Transport Minister Catherine King released the white paper on Monday. Picture: NewsWire / Martin Ollman

Under the scheme, an independent agency will be set up to resolve disputes between airlines and passengers by 2026.

The new body will have powers to compel airlines and airports to provide remedies to customers and will be tasked with publishing reports into their conduct.

It will also be called on to establish a framework of traveller’s rights, including when passengers are entitled to cash refund for cancelled or delayed flights.