These key documents and policies outline the approach of the UK Civil Aviation Authority (CAA) to ensuring the safety, security, efficiency, and sustainability of civil aviation in the UK. These frameworks guide our regulatory work and ensure that we fulfill our statutory responsibilities.
CAA Corporate Governance Statement
The Corporate Governance Statement sets out how the UK Civil Aviation Authority (CAA) is structured and governed. It details the roles and responsibilities of the Board and ExCo, outlines the processes for identifying and managing risks, and explains the CAA's relationship with the Department for Transport.
Complaints
The CAA is committed to providing a high standard of service to everyone we deal with. For this reason, we welcome any comments about our service, including when we get things wrong. We want to resolve your complaint as quickly as possible. We will listen to complaints, treat them seriously, respond to them swiftly and learn from them so we can improve our service.
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Reasonable adjustments: This policy outlines the approach and commitment by the CAA to ensuring people with disabilities or additional needs are not disadvantaged in accessing our complaints service.
- Unacceptable and unreasonable behaviour: This policy outlines the approach taken by the CAA in handling unacceptable & unreasonable behaviour when dealing with complaints and queries.
Enforcement of consumer law
We are responsible for enforcing consumer laws that apply specifically to aviation. This includes legislation relating to price transparency, contract terms, passenger rights during flight disruption and access to air travel for passengers with reduced mobility. We also have concurrent powers with the Competition and Markets Authority to enforce general consumer law in the aviation sector. This covers airlines, airports, tour operators and travel agents.
Ethics
This ethics policy is designed to explain the standards we strive to meet and the principles that underpin those standards.
Freedom of information
The Freedom of Information Act 2000 (FOIA) provides a right of access to all types of recorded information held by public authorities.
Fitness of character
The CAA is under an obligation to be satisfied, on a continuing basis, of the fitness of character of individuals and post holders which it licences or approves in accordance with applicable legislation.
General privacy notice
This General Privacy Notice is to let you know how the CAA generally uses and looks after your personal information.
Modern slavery and human trafficking
The CAA remains committed to ensuring best practice in combatting slavery and human trafficking in its own business activities and in its supply chains.
Public sector equality duty
We are conscious of the effect our policies and decisions might have, in line with the Public Sector Equality Duty and how we are able to use our role as the regulator to effect positive change in a wide range of areas.
Regulatory enforcement
Our Regulatory Enforcement Policy outlines the principles and approach the CAA uses to ensure compliance with aviation regulations and to enforce legal obligations.
Safety
Our Safety Policy explains how we are committed to protecting the public from unacceptable potential harm when they encounter aviation.
Service standards
Our commitments to our customers and stakeholders on how we will deliver our services.
Unacceptable and unreasonable external behaviour
We have a duty of care to our employees and a desire to provide a safe working environment.
Vulnerability disclosure
This vulnerability disclosure policy applies to any vulnerabilities you are considering reporting to the CAA.
Whistleblowing
Anybody can make a whistleblowing report but certain complaints or reports can’t be handled under this process e.g. a personal grievance or complaint that does not have the potential to cause harm to the general public.