The Australian Airline Customer Advocate ('ACA') is a free service for customers of major Australian airlines. It helps resolve complaints that haven't been settled directly with the airline. The ACA forwards your complaint to the right person within the airline and ensures a response within 20 working days.
The ACA assists only if you have already tried to resolve the issue with the airline and received a written response.
It handles complaints for:
- Jetstar
- Qantas
- Rex
- Virgin Australia
What types of complaints can you make?
The ACA handles complaints related to services provided by participating airlines. Complaints may include:
- Flight Delays or Cancellations: Complaints about flights delayed or cancelled by at least 15 minutes.
- Telephone or Internet Reservations: Issues with making reservations, including errors or unsatisfactory experiences.
- Customer Service at the Airport or In-flight: Complaints about the quality of customer service provided by airline staff.
- Baggage Services: Issues with lost, delayed, damaged, or stolen luggage.
- Fees and Charges: Complaints about unreasonable fees or hidden charges.
- Safety: Concerns about passenger safety during air travel.
- Security: Issues with passenger and baggage screening at airports.
- Airport Lounge Facilities: Complaints about lounge services and amenities.
- Frequent Flyer Program Terms and Conditions: Issues with earning or redeeming points and changes to the program.
- Discrimination and Services for Customers with Specific Needs: Complaints about discriminatory practices or inadequate services for passengers with specific needs.
- Requests for Refunds: Issues with obtaining refunds for cancelled flights or unused tickets.
Jurisdiction:
The ACA can address complaints about participating airlines regardless of where the conduct occurs, including international locations.
Time Limitations:
Complaints must relate to events or circumstances that occurred within the last 12 months.
The ACA will not deal with complaints about:
The ACA cannot handle complaints about non-participating airlines.
Who can you make a complaint against?
You can make a complaint against:
- Participating Airlines: The ACA manages complaints about 4 participating airlines: Jetstar, Qantas Rex, and Virgin.
For complaints about non-participating airlines (including international airlines), you need to complain directly to the non-participating airline and the ACA cannot provide any support.
Are you eligible to make a complaint?
Who can make a complaint?
Anyone who has interacted with a participating airline, whether booked passengers or not, can submit a complaint.
Before you lodge a complaint:
- The complaint must be about a participating airline.
- Attempt to resolve the complaint directly with the airline following their Customer Charter.
- Seek a review of the airline’s response and allow for the specified timeframes.
- The complaint must relate to an event or circumstance within the last 12 months.
Can complaints be made on behalf of someone?
Yes, provided you have the authority from the person you are representing.
Ineligibility:
Complaints already lodged with a government regulatory body or filed in a court or tribunal are ineligible.
What can this body do to help?
The ACA may provide:
- Apology and Explanation: A formal apology and explanation of the circumstances.
- Refund: Refunds for unjustified charges.
- Compensation: Compensation for significant inconvenience or loss.
- Corrective Action: Commitment to prevent similar issues by revising policies or procedures.
- Policy Review and Changes: Review and possible changes to improve customer experience.
- Additional Services: Vouchers, upgrades, or added amenities as a gesture of goodwill.
- Mediation: Mediation services for complex complaints.
- Recommendation for External Resolution: Recommendations to take the matter to an external body if beyond ACA’s scope.
How to prepare your complaint
Format:
- Online complaint form on the ACA website.
- Collect sufficient information to understand the complaint and the desired outcome.
Personal Details:
- First and last name, contact phone number, email address.
- If filing on behalf of someone else, include their name and confirm authority to act.
Flight Details:
Not required if no booking was made, but the complaint must relate to a participating airline.
Complaint Description:
- Sufficient information to understand the complaint.
- Attach receipts for claimed refunds or reimbursements.
Airline’s Response:
- Outline or attach the airline’s response.
- Describe the outcome sought from the airline.
Physical Form:
If unable to lodge online, call the ACA for a physical complaint form.
Lodging your complaint and next steps:
Where to lodge your complaint:
- Online form: ACA Complaint Form
- Email: generalenquiries@airlinecustomeradvocate.com.au
- Fax: 03 9948 9448
- Post: Airline Customer Advocate, PO Box 371, Niddrie VIC 3042
- Telephone: 1800 813 129
The Process:
- Step 1: Complete and lodge the complaint form.
- Step 2: Receive a complaint number to track progress.
- Step 3: ACA reviews the complaint and may ask for more information.
- Step 4: Assign the complaint to an airline case manager.
- Step 5: Airline case manager may contact you for clarification or documents.
- Step 6: Airline prepares a written response.
- Step 7: ACA reviews the response and may seek further information.
- Step 8: You receive a response within 20 working days, excluding time taken to gather more information.
More information:
Refer to the factsheet provided below for more information.
