Resolving credit card complaints

For ALL NON-CREDIT CARD related queries or complaints (e.g. Jetstar service or product matters)
Website: www.jetstar.com/au/en/contact-us/complaints-and-compliments

 

For JETSTAR CREDIT CARD complaints

Where and how to complain for credit card complaints
You can complain:

By email
Email: complaints@macquarie.com

By phone
You can contact us by calling 1800 899 485 or ask to speak to the Complaints Officer.

In writing
You can write to us at:

The Complaints Officer
Macquarie Group Limited
GPO Box 4294
Sydney NSW 1164

How we deal with credit card complaints
We take complaints seriously; they give us important information about how we can better serve our clients.

We have dedicated Complaints Teams who are responsible for reviewing complaints to ensure they are dealt with appropriately.

If we can't resolve your complaint on the spot we'll acknowledge it and try to resolve it as quickly as we can. In some cases where there are complicated facts or circumstances, or where we need to deal with third parties, it might take several weeks to investigate your complaint and address your concerns.

Options for review
If you have raised your concerns with our complaints team, and you are not satisfied with the outcome proposed or you believe that we have not resolved your complaint fairly, then you can request to have your complaint reviewed free of charge by:

Customer Advocate
Macquarie’s Customer Advocate’s role is to promote fair and reasonable customer complaint outcomes, to review and assist with determining escalated customer complaints, and to provide a customer-centric voice when making recommendations to improve customer experience.

The Customer Advocate is independent of Macquarie’s operating, risk and support groups including our internal dispute resolution teams.

If you are an individual or small business Australian customer who have been provided financial services by Macquarie and you are not satisfied with the outcome we have proposed, or you believe that Macquarie’s internal dispute resolution process has not resolved your complaint fairly, then you can ask our Customer Advocate to review your matter.

To contact the Customer Advocate regarding your credit card complaint:

Email: customeradvocate@macquarie.com
Telephone: 1800 898 307
Customer Advocate
Macquarie Bank Limited
GPO Box 4294
Sydney NSW 1164

Australian Financial Complaints Authority
The Australian Financial Complaints Authority (AFCA). AFCA provides independent financial services complaint resolution that is free to consumers.

Website: www.afca.org.au
Email: info@afca.org.au
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

 

This website
This website is operated by the Macquarie Group (being Macquarie Group Limited and its related bodies corporate) (“we”, “us” or “our”) for and on behalf of Jetstar Airways Pty Limited.

We are committed to providing our clients with the highest standard of products and services available. If you're unhappy with our credit card or our service, we would like you to tell us about it.