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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 make sure you let us know by calling Qantas Premier Card Support on 1300 992 700 or +61 2 8222 2569. 

Sending us feedback or a complaint via email

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, 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.

     

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 5 business days.  

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’re not satisfied with the way your complaint is being managed

In the unlikely event that your feel your complaint is not being managed well by our Qantas Premier Card Support Team, you can contact them via post at: Qantas Premier Customer Relations, GPO Box 5208, Sydney NSW 2001

If you remain unsatisfied

If you remain unsatisfied with the outcome of your complaint after it has been reviewed by our Customer Relations Team, you can request an independent review by the Customer Advocate Office or 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:

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

Compliance under the Banking Code of Practice is monitored by The Banking Code Compliance Committee (BCCC). You can report any breaches of the code directly to the BCCC. For more information, visit their website at https://www.ausbanking.org.au/policy/banking-code

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