Here's a long shot David. Try your local federal member. Between now and the general electionwould be a very opportune time to get your federal member to contact Joyce or one of his senior underlings to right the wrong. I say that because a few years ago I had a similar problem to yours with Qantas - let's say a truly magnificent stuff-up on their part - a tale too long to tell here. I had gone down the same path as you have recently before I ended up with foot-in-the-door approach I now have when dealing with large corporations. I was advised to go to the ACA but by that time my patience was exhausted; I wasn't prepared to wait so I contacted my local federal member, explained the situation and he promptly contacted either Joyce or one of the superior beings there and all was resolved in my favour within 2 days! I had forgotten that Qantas maintains a significant lobby presence in Canberra, maintains their Chairman's lounges to cosset fragile political egos and generally makes sure that it has good relations in Canberra. They never know when they'll need the next government bailout. Just a thought.