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The Consumer Protection section is responsible for assessing the needs and wants of aviation services as well as consumers needs. It is also charged with the enforcement of consumer rights, rules and regulations.
Functions
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To receive safety and security complaints
- Receives informal complaints from members of the public regarding aviation consumer issues
- Verifies compliance with relevant organisation as per aviation consumer protection requirements
- Provides guidance to the industry and members of the public on consumer protection matters
- Makes available to the public information on pertinent consumer matters
- Airline Service Complaints
- Complaints about airline service other than safety or security issues.
Role as Regulators
- Assessment of the needs of consumers in the aviation industry
- Provision of a forum for redress against unfair competition
- Ensuring compliance with the laid down code of practice
- Ensuring that the quality of services provided meet consumer expectations
- Enforcement of policies, rules, regulations and procedures relating to the rights of the consumers.
Click here to download Complaint form
Click here to download the Consumer Service Charter.
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