How long to wait before going to the Airline Customer Advocate?

[JamesAu]

I submitted a complaint to Qantas over 3 months ago. I want to refer my complaint to the Airline Customer Advocate but it says on their website to wait for the time stipulated on Qantas’ customer charter. I’ve read their charter and they don’t specify a time they take to respond to your complaint. Does anyone have any tips on when I can refer to ACA?

 

[JamesAu]

I submitted a complaint to Qantas over 3 months ago. I want to refer my complaint to the Airline Customer Advocate but it says on their website to wait for the time stipulated on Qantas’ customer charter. I’ve read their charter and they don’t specify a time they take to respond to your complaint. Does anyone have any tips on when I can refer to ACA?

 

[Quickstatus]

refer to ACA

What is the nature of the complaint?
If compensation, it may be better to make a complaint to NCAT (or your State’s equivalent).

An AFF contributor here had success via this method.

 

[RooFlyer]

Go as soon as you think reasonable. With Qantas, its likely you will never get a substantive reply. Keep the complaint, short, factual and, importantly, say what resolution you want, and a time frame.

 

[ricco]

James sorry to disappoint here. The ACA scored an entry in Choice magazine's annual Shonkys award last November 2021. Essentially a forwarding service was Choice's conclusion
Quote from one the Choice assessor
“You might as well put your complaint in a shredder than waste your time with the Airline Customer Advocate.”