Feedback and complaints

Our commitment to you

When we manage your complaint, we’ll follow our complaint handling principles. We will:

• act with integrity
• listen and try to understand your concerns
• treat you with respect, sensitivity and compassion
• consider your complaint fairly and objectively, and try to find a fair and reasonable solution
• aim to resolve your complaint as quickly as possible
• let you knows of ways you can get assistance to manage your complaint if you need it
• apologise if we’ve done something wrong. 

There’s no charge to a make a complaint. For detailed information on how we handle complaints, click here to read or print a copy of our Complaint Guide. 

Below is a summary of our complaint handling process. To make a complaint, just follow these steps:

Tell us what happened

Get in touch and tell us:

• what went wrong, including the products and/or services you are complaining about
• what you'd like us to do to fix it.

We may ask you for more information so we can respond to your complaint, such as your name and preferred contact details.

You can appoint someone to help you with your complaint 

You can ask another person to help you lodge and/or manage your complaint, such as a family member, lawyer or financial counsellor.  You’ll need to give us authority to discuss your complaint with them, and in some cases, we may still need to contact you directly.

If you want to appoint a representative to help you lodge and/or manage your complaint, you can complete the Representative Authority Form – Complaint.

What we’ll do next

When you make a complaint, we’ll let you know we’ve received it. This may be when we first speak to you or within one business day if we receive your complaint in writing.

We aim to resolve complaints immediately or within five business days. If we need more time, we’ll keep you informed of progress and tell you:

• which team will handle your complaint
• how you can contact them.

How we’ll communicate with you

We’ll always try to contact you the same way you contacted us, unless you tell us to do it another way.

We’ll review and investigate your complaint

We are committed to working with you so we can resolve your complaint as quickly as possible.  

Once we’ve received your complaint, we will review the information you have provided us and investigate any issues you have raised. We may need to work with other teams internally to find out why an issue might have occurred and look at ways we can resolve it, and/or prevent it from occurring again. 

If we need more information

We aim to find a fair and reasonable solution to your complaint using all the information available to us, so if we need more information, we’ll contact you to ask for it.

How long will it take?

If your complaint is about financial hardship, a default notice, or a request to postpone enforcement proceedings we aim to respond to your complaint within 21 days. For all other complaints we aim to respond within 30 days.

In some exceptional cases we may not be able to respond to you within the required time. If this happens, we’ll explain why, and tell you when you can expect our response. 

When we’ll send you a written response

We’ll always confirm the outcome to your complaint in writing if:

• it takes us more than five business days to resolve your complaint, or
• your complaint is about financial hardship, or
• at any stage you ask us to.

If you’re still not satisfied

If you’re not satisfied with our response and/or how we have handled your complaint, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

To contact AFCA you can:

• call 1800 931 678 (free call)
• send an email to info@afca.org.au
• visit www.afca.org.au
• in writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC, 3001.

If you need help making a complaint

Our complaint guide (public complaints policy) outlines how we handle complaints. 

Our website and complaint guide can be viewed in other languages using Google Translate. 

Simply, visit translate.google.com and follow the instructions to translate the text. Your browser may also allow you to change to another language in the settings.

Please note, BOQ Specialist does not take responsibility for the accuracy of the translation using Google Translate or other translation services as these are independent services.

If English is your second language

If English isn’t your first language, and you would rather speak to us in another language, we can arrange a free interpreter to help you. To arrange a free interpreter, you can call 1300 160 160. 

如果您希望用普通话和我们交流，您拨打我们电话 1300 160 160 时我们可以为您安排翻译

Nếu quý vị muốn nói chuyện với chúng tôi bằng tiếng Việt, chúng tôi có thể thu xếp thông dịch viên để giúp đỡ khi quý vị gọi điện cho chúng tôi theo số  1300 160 160

إذا كنت تفضل التحدث إلينا باللغة العربية، فيمكننا الترتيب مع مترجم فوري لمساعدتك عند الاتصال بنا على 1300 160 160

고객이 한국어로 소통하기를 원하는 경우 1300 160 160로 전화하시면,  전화 통역 서비스를 준비해 드릴 수 있습니다.  

如果您希望用粵語和我們溝通，我們可以安排一名口譯員在您致電1300 160 160聯絡我們時為您提供幫助

Need another format? Try our Easy English Guide

We know that our customers have a diverse range of communication needs, so we’ve provided an Easy English guide on how to make a complaint. This has been optimised to be used with a screen reader. 

Contact us if you’d like help reading and understanding this guide, or finding more information.

There’s also a Braille version

Please contact us if you need a braille version of the complaint guide.

Accessible and inclusive banking 

If you are deaf, hard of hearing or have a speech impairment:

The free National Relay Service (NRS) is a useful tool to help you make a complaint:

• Telephone Typewriter (TTP): For type telephone service call 133 677
• SMS relay: For relay service send a text message to 0423 677 767
• NRS Chat (Internet Relay): For Internet relay service connect to the NRS website or app.
• Speak and listen (Voice Relay): Voice relay service available if you have a speech impairment – call 1300 55 57 27 then ask for 1300 160 160. The NRS relay officer is present throughout the call to ensure smooth communication but doesn’t change or interfere with what the parties say. 

You can find information about which type of call is right for you, and information about their privacy policy on the Access Hub website: https://www.accesshub.gov.au/about-the-nrs 

For more information about accessibility including how to adjust the font size on our website, visit our accessible and inclusive banking support page. 

Feedback and compliments

If you’ve got some feedback for us or just want to call out someone doing a great job, please get in touch. 

Frequently Asked Questions