On 16 December 2009 the Australian government released the Aviation White Paper 'Flight Path to the Future, which included the proposal for an Aircraft Noise Ombudsman (ANO) to:
The ANO is independent of Airservices Australia's executive management structures, reporting directly to its board on performance in regard to aircraft noise management matters.
The ANO has been established to conduct independent administrative reviews of Airservices Australia and how it handles aircraft noise-related activities, such as the handling of complaints / enquiries, community consultation processes, and the presentation and distribution of aircraft noise-related information.
The ANO Charter outlines how the ANO will operate, including powers and duties, appointment terms, who is eligible to lodge a complaint, the types of complaints the ANO can consider, how the ANO reviews complaints and the types of recommendations the ANO can make.
Mr Ron Brent was appointed as the first Aircraft Noise Ombudsman and started on 1 September 2010 for a three year term. In December 2013, Mr Brent's term was extended for a further three years.
You can expect to have your complaint carefully considered; we will explain clearly any reasons for our decisions, conclusions and recommendations. The ANO Service Charter outlines in detail what you can expect from the ANO when you lodge a complaint or contact the office.
While not all internal policies of the ANO are available publicly, the following are published here for transparency: