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Customer Remediation

Our customer remediation program addresses instances where we may not have met our service or regulatory obligations. This may include refunds, corrections, or reviews, such as our Credit Card Review Program.

Where we’ve made mistakes, we’re working quickly to put things right. If you’ve been impacted, we will contact you directly.

If we’ve contacted you about a remediation or credit card review, we’ll let you know what will happen next. We’ve also included some information below about our general approach.

Qantas Money Credit Cards are issued by National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686) ("NAB"), which manages the refund process.

What we’re doing to make things right

If you’re a current or former Qantas Money Credit Card customer and we’ve identified that you are eligible for a refund or payment, our Customer Remediation team will contact you via mail, email, SMS, or phone.

How your refund will be paid

If you’re eligible for a refund, how it’s paid depends on whether your credit card account is open or closed.

If the affected Qantas Money Credit Card account is open

We’ll pay the refund directly into your credit card account. We’ll also send you a notice explaining the details of the refund.

If the affected Qantas Money Credit Card account is closed

We’ll attempt to contact you up to three times to ask you for details of an Australian bank account so we can pay your refund.

The bank account must be open and held in the same name as the impacted credit card account and allow funds to be deposited and accessed without incurring fees or interest charges.

Please note we can’t provide refunds by cheque or cash or pay refunds to another credit card account you may hold.

How to provide your payment details (closed accounts)

You can provide your bank account details online by visiting our website and completing the payment instruction form.

You’ll be asked to provide the reference number and refund amount specified on the letter or email you received from us, and your date of birth. You’ll then be prompted to provide your bank account details.

Go to form

You can also call us on 1300 897 218 to provide your bank account details. We’ll need to verify your identity on the call, which means we’ll ask you to confirm your personal details. 

Participating in a Credit Card Review

Have you received an invitation letter or email from us asking if you’d like to participate in a credit card review?

From time to time, we may identify customers whose credit card account we’d like to review to confirm the correct information was used. In many cases no further action is needed and there is no impact on your account. In some instances, a review may identify that a customer is eligible for compensation.

Participation in the review is voluntary and won’t affect your credit rating or your existing credit card account. If you don’t wish to take part, you don’t need to do anything.

If we don’t hear from you within 60 days of our first contact, we’ll assume that you don’t want to participate.

If you miss the cut-off date, you can still contact us, and our team will be happy to speak to you about the next steps.

How the credit card review process works

A Customer Remediation Representative will be in touch with you after the initial review is completed.

If more information is required, we may need your assistance to conduct a more in-depth review. This may involve a phone appointment with one of our consultants to discuss your account(s) in more detail. 

If we determine that the credit card account(s) we provided you wasn’t suitable or affordable, you may be eligible for compensation.

Further assistance

If you’ve been affected by a remediation and you have any questions, our Customer Remediation Team is here to help.   

Phone: 1300 897 218  Monday to Friday, 10:00am to 5:00pm (AEST/AEDT)   

Email us: qantasremediation@creditcards.qantasmoney.com.au

If you’re unhappy with how we’ve handled things, you can lodge a complaint with us at any time via How do I lodge a complaint relating to my Qantas Money Credit Card? - Help and Support - Qantas Money. We’ll investigate your complaint right away and respond as quickly as possible.

Keeping you safe

Remember, we’ll never ask for your credit card number PIN over the phone. We’ll also never send an email or SMS asking you to verify your identity by clicking on a link. If you receive a suspicious message, do not click on any links or attachments. Learn more from us at https://support.qantasmoney.com/online-security-hub/qantas-money-credit-cards-online-security-hub

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