Thanks for support.. Update got a phone call on Friday afternoon (Anzac Day) from the company's overseas call center, first before wanting to talk to me they wanted to verify who I was and started to ask personal questions, quickly told them since they had called me I had no interest in verifying private information to an anonymous person who claimed to be representing Jetstar.
They quickly changed tack, and were delighted to tell me that in response to my email complaint they had processed my refund for the forward journey and that it will be in my bank account.
I do not think they understood that the issue was not about refund, by way they confirmed that my grand daughter could not have a seat, but when I pointed out that she had one on way back, why had they not cancelled whole booking they had no answer, but heard typing going on in background so assume my whole conversation was being transcribed .
I advised them that their response was in no way adequate and legal proceedings are being commenced for misleading and deceptive action, and may throw in discrimination. Did not mean anything to call center person but hope when summons turns up at head office a real person with authority will actually contact us.
VCAT is where this will end up