Julia was appointed to the position of Airline Customer Advocate (ACA) on 1 July 2012 – an Australian first.
Prior to her current role, Julia was the Complaint Assessments Manager at the NSW Health Care Complaints Commission and also conciliated complaints at the Human Rights Commission in its Sex Discrimination team. She was also a lawyer in a past life.
The ACA exists to resolve complaints about the five participating Australian airlines. It also aims to be an independent and influential advocate about matters affecting airline consumers.
Since its inception, complaints about flight delays and cancellations and refunds continue to be the top two issues consumers complain about.