We strive to offer our clients exceptional service
We really appreciate it when our clients tell us about the positive experiences they've had with us, as well as the times they believe we could have done things better.
For us, client feedback is an opportunity to improve what we do and how we do it. If you feel that we've exceeded your expectations, or if you think we have room to grow, we'd love to hear from you.
You can provide your feedback via the following:
- Use our online complaint form
- Call our Client Service Centre on 1300 160 160
- Contact your financial specialist directly
- Send a letter to Customer Relations, Reply Paid 2258, Brisbane Qld 4001
Our complaint guide
How can BOQ Specialist 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 clients 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
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.
除了英语版之外，这份指南还有简体中文版。
Ngoài tiếng Anh, chúng tôi còn có hướng dẫn này bằng tiếng Việt
Hướng dẫn Quy trình Khiếu nại tiếng Việt
بالإضافة إلى اللغة الإنجليزية، يتوفّر الدليل أيضاً باللغة العربية
دليل تقديم الشكاوى باللغة العربية
가이드는 영어판 외에도 한국어로도 제공됩니다.
除英文外，該指南亦有繁體中文版。
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.
Client feedback
We also love to hear about positive experiences
We use your feedback to recognise those delivering a great client service experience, as well as to inform and enhance our training and development programs. We appreciate your assistance in identifying our team members who consistently go above and beyond.