While I can't provide any advice on your issue with reward availability, I usually call the US toll free DJ number and always get an Aussie agent. Not only are the calls routed to Australia, all issues are resolved quickly with a personal touch. I had to call yesterday to change an award flight and all my requests were completed within 5 minutes and that time included suggesting great spots to see on my trip to Sydney. I always considered Virgin Australia to have some of the best phone agents.