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How do I lodge a complaint relating to my Qantas Premier Credit Card?

Let us know straight away                                            

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 let us know by calling Qantas Premier Card Support on 1300 992 700, or +61 2 8222 2569 if you are overseas.

Sending us feedback or a complaint via email

If you feel your complaint is not being managed well by our Qantas Premier Card Support Team, you can refer your complaint to our Customer Relations Unit.

Email: customerrelations@premier.qantasmoney.com

Mail: Citibank Customer Relations Unit, GPO Box 204, Sydney NSW 2001 

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

  • Full Name of the account holder/s
  • The product or service the feedback/complaint relates to     
  • A summary of your feedback/complaint
  • What you would like to happen next and/or the outcome you are looking to achieve
  • Any detail 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 to note: Please do not put any irrelevant or unrelated personal information in the email such as account numbers, date of birth, mothers’ maiden name etc. So that 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. 

How long will it take?

Our team will try to resolve your complaint immediately. Where this is not possible, our aim is to resolve your complaint within 3 business days. For complaints that are particularly complex or need investigation with other teams, more time may be required, and we will advise you of the expected resolution date and keep you updated on our progress

  

If you remain unsatisfied

If you remain unhappy with the outcome, or handling, you may escalate your complaint further and contact either;

Customer Advocate

We have appointed an impartial Customer Advocate to assist in reaching fair outcomes during the complaint process to make it easier for customers when things go wrong. 

Email: customeradvocate@citi.com

Mail: Citi Customer Advocate, GPO Box 204, Sydney NSW 2000

Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free to consumers.  Please note, the Customer Advocate is unable to review complaints that have already been referred or investigated by AFCA. 

Website: www.afca.org.au

Email: info@afca.org.au

Phone: 1800 931 678 (free call)

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

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