Civil Aviation Ministry to Consult Stakeholders for Aviation Ombudsman

Ministry of Civil Aviation (MOCA) has decided to consult stakeholders regarding setting up of an Ombudsman for Civil Aviation Sector in India as an alternative dispute settlement machinery. The stakeholders are requested to give their comments on the subject by 15th April, 2014. Responses may be addressed to Economic Adviser, Ministry of Civil Aviation, Government of India. Submissions in electronic form would be appreciated. The e- mail is:

The Working Group constituted by MoCA earlier in this regard has in their report recommended setting up of an Aviation Ombudsman.The Indian civil aviation sector is one of the fastest growing civil aviation sectors in the world. In sectors where market forces play a lead role in providing services, such as the aviation sector in India, it becomes necessary to provide a window for grievance redressal of passengers and also an effective mechanism for dispute resolution. Considering the potential for future growth, and going by the experience of the service sectors and looking at international best practices, it appears logical to explore the possibility of creating an alternative dispute settlement mechanism for the sector in India. Sectors like banking, insurance, and electricity have already established an ombudsman for dispute settlement in service provision.

The issues for discussion are contained in Chapter 6 of the Consultation Paper. The Consultation Paper is placed on the website of MoCA: