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How do I lodge a complaint relating to my Qantas Pay card?

Let us know 

We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can put them right as soon as possible. So if you’re unhappy with something, then please make sure you let us know by calling Qantas Pay on 1300 992 700 from Australia or +61 1300 825 302 if you are travelling internationally.

Sending us feedback or a complaint via email

To contact us in writing you can email us at

To assist our team with their investigation, the following information should be included if available:

  • Full Name of the account holder
  • The Qantas Frequent Flyer number of the account holder    
  • A summary of your feedback/complaint
  • What you would like to happen next and/or the outcome you are looking to achieve
  • Any details of who you have spoken with (if anyone) to have this matter resolved
  • Contact details such as the desired e-mail address and contact phone number

Important note: Please do not put any unnecessary personal information in the email such as account numbers, DOB, mothers’ maiden name etc. So we can resolve your complaint as quickly as possible, we may need to contact you by telephone to confirm your identity, prior to sending you an email response. Please note also that we are only able to address concerns related to your Qantas Pay facility. For any matters relating to Qantas Frequent Flyer generally, please contact 13 11 31You can also write to us by sending a written complaint to:

Qantas Pay Dispute Resolution 

72 Christie Street

St Leonards NSW 2065

How long will it take?

We will aim to resolve your complaint within 21 days, although it is not always possible to do so. If we are unable to resolve your complaint to your satisfaction within 30 days, you may be eligible to escalate the complaint to our external dispute resolution service. The period of 30 days may be extended in exceptional circumstances or where the Issuer decides to resolve the complaint under the rules of the Mastercard scheme.  

For complaints that are particularly complex or need investigation with other teams, more time may be required, we will advise you of the expected resolution date and keep you updated on our progress.

If you remain unsatisfied

If you remain unsatisfied with the outcome of your complaint after it has been reviewed by the Qantas Pay Service Quality team, you can request an independent review by the Australian Financial Complaints Authority (AFCA) on the details below.Australian Financial Complaints Authority (AFCA)

You can also contact the Australian Financial Complaints Authority (AFCA), an external dispute resolution service:



Phone: 1800 931 678 (free call)

Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

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