perth to bali, how bad could it get?

First there was the 41/2hr delayat perth for our flight to bali.2 days into our holiday we received a text from jetstar saying our flight was cancelled and to call the number on the text.When we called the number it said there is a one hour wait,which is not an option on a mobile in bali.Fortunately the people we were staying with Knew a travel agent in perth who was able to rebook our flights for us except that jetstar only gave us the option of flying home via Melbourne or staying in bali.Reluctantly we had to take this as my wife had to be back at work but it turned a 31/2 flight into a 15hr nightmare.Upon arriving home I rang jetstar to get a refund as their "customer Guarantee" clearly states ,"6.You will get what you pay for".They agreed to refund the return flights and said it would be refunded within 15 working days.After 15 working days I had received nothing so rang them again and this time they reneged and said I wasnt getting a refund.So now after writng a formal request to their customer relationships department I will be filing a complaint with the Office of Fair Trading.This is the best way to get back at scumbag businesses like this as having to deal with burocratic government departments ends up costing them more money in legal expenses etc than the cost of the refund