Complaints and enquiries - Air Transport Users Council

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Terms of Reference
Purpose
The Air Transport Users Council (AUC) will complement and assist the Civil
Aviation Authority (CAA) in its duties to further the reasonable interests of
users of air transport services.
Functions
• To investigate complaints against the suppliers of air transport services
where the person or body aggrieved has not been able to obtain
satisfaction from the supplier concerned and to seek a resolution where
appropriate.
• To advise passengers, either directly or through the media, on how to
make the best use of air transport services including, where appropriate,
the publication and promotion of educational and statistical material.
• To formulate and promote policies furthering the reasonable interests of
passengers and to represent them to regulatory authorities (both in
general and in relation to specific proposals), service providers and the
media.
• At the AUC’s discretion to co-operate with or be a member of any airport
consultative committee.
• At the AUC’s discretion to co-operate with or be a member of any
consumer group, national or international, which can further the
reasonable interests of passengers.
• To carry out or commission research in support of the above objectives, if
appropriate.
Finance and Accountability
• The functions of the AUC will be funded by the CAA. The AUC, consistent
with its purpose, is permitted to obtain additional project funding and cofunding
from other sources.
• The AUC shall make an annual report to the CAA and publish it. The
annual report shall include a financial summary.
• Operational and financial objectives and performance indicators shall be
agreed from time to time with the CAA. The AUC is subject to normal CAA
internal audit requirements.
• The CAA undertakes to respect the AUC’s freedom to propose changes in
the Terms of Reference, determine policies and establish priorities in the
performance of its functions within the framework of the agreed
operational and financial objectives.
Membership