Making a complaint

We’re always looking for ways to improve our service, and hearing from customers like you is a key part of that.

If we don’t meet your expectations, we want you to tell us what happened and how we can improve what we do. By hearing your feedback or complaint and working with you to resolve it, we’ll learn how to prevent it from happening again.

You may contact our Customer Contact Centre by any or combination of the following means:
 

Submit complaint

Telephone: 1800 245 614
Mail: Customer Relations Team - Complaints
Reply Paid 2258, Brisbane, QLD 4001

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What is the complaint handling process?

What is the complaint handling process?

  • What happens after I make a complaint?

    We’ll try to resolve your complaint immediately. If we can’t do that, we’ll tell you:

    • who will be handling your complaint
    • their contact details
    • when you can expect us to resolve it.

    If we receive your complaint in writing, we’ll acknowledge it within 1 business days and give you the name and contact details of the person handling your complaint.

  • How long will it take to resolve my complaint?

    If it takes longer than 5 business days to resolve your complaint, we will confirm the outcome with you in writing.

    We aim resolve  complaints within 30 days (or 21 days for financial hardship or a default notice).

    If we need more information from you, we’ll ask you for it.

    If we need more time, we’ll explain why and tell you when you can expect our response. 

  • What if I am not happy with the response?

    If you’re not satisfied with how we’ve resolved your complaint, you can ask our internal Customer Relations team to review our decision.

    You can contact our Customer Relations Team via:

    Telephone: 1800 663 080
    Email: customer.relations@boq.com.au
    Mail: Customer Relations Team - Complaints
    Reply Paid 2258, Brisbane QLD 4001

  • How do I seek an external review?

    Our external resolution scheme for BOQ Credit Pty Ltd, BOQ Funding Pty Limited and BOQF Cashflow Finance Pty Ltd is the Australian Financial Complaints Authority (AFCA).

    AFCA provides a free and independent complaint resolution service for financial services.

    To contact them you can:

    Telephone: 1800 931 678
    Email: info@afca.org.au
    Mail: GPO BOX 3
    Melbourne VIC 3001

How can BOQ Finance support me?

How can BOQ Finance help support me?

Authorised Representative

You can ask another person to manage your complaint for you, such as a family member, lawyer or financial counsellor. You’ll need to give them a written authorisation so they can prove that they’re acting for you. In some cases we may still need to contact you directly.

If you want to appoint an authorised representative, complete the Authorised Representative Authority Form – Complaint and return it to us.

Accessibility

We know many of our customers prefer to speak to us in a language other than English. If you’d rather speak to us in another language, we can arrange for an interpreter to help you with your complaint when you call us.

If you’re deaf, hard of hearing or have a speech impairment, we welcome calls through the National Relay Service. The NRS relay officer is present throughout the call to ensure smooth communication, but doesn’t change or interfere with what the parties say.

For more information about accessibility including how to adjust the font size on our website can be found here. 

Complaint Guide

Complaint Guide

Our Complaint Guide provides more information about how we handle complaints.

To read or print a copy click here.   

Is English a second language?

This document is also available below in Mandarin, Vietnamese, Arabic, Korean and Cantonese.

For further information and instructions on how to access interpreter services click here.

Need another format?


Easy English Guide

We know that our customers have a diverse range of communication needs and by providing an Easy English guide on how to make a complaint, we are providing a different way for you to access this important information.

If you need to, you can get someone to help you:

  • Read this book
  • Understand what this book is about
  • Find more information

Click here to read or print a copy of our Easy English Guide. Alternatively, click here to view a tagged version which is optimised to be used with a screen reader. 


Braille

Please contact us if you need a braille version of the Complaint Guide or the Easy English guide.

 

 

 

Customer feedback

Customer Feedback

We also love to hear about positive experiences

We use your feedback to recognise those delivering a great customer service experience as well as to inform and enhance our training and development programs within. We appreciate your assistance in identifying our team members who consistently go above and beyond. To provide your positive feedback you can call our Customer Contact Centre on 1800 245 614.

Frequently asked questions

Frequently Asked Questions