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 compaint form
- Call our Client Service Centre on 1300 160 160
- Contact your financial specialist directly
- Send a letter to Complaints Officer, GPO Box 2539, Sydney NSW 2001
Our complaint guide
When the complaint is received by phone or in person, we will try to resolve your complaint immediately. Where this is not possible, we will let you know who will be handling your complaint, their contact details and the expected resolution date.
If we receive your complaint in writing, we’ll acknowledge it within one business day and give you the name and contact details of the person handling your complaint.
If it takes longer than five 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.
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 by:
- Emailing firstname.lastname@example.org
- Calling us on 1800 663 080
- Writing to us Customer Relations, Reply Paid 2258, Brisbane, Qld 4001
If you're unhappy with our response you can approach the Australian Financial Complaints Authority (AFCA).
AFCA provides a free and independent complaint resolution service for financial services.
To contact them you can:
- Call 1800 931 678
- Email email@example.com
- Visit www.afca.org.au
- Write to GPO Box 3 Melbourne VIC 3001
How can BOQ Specialist support me?
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.
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.
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.
Ngoài tiếng Anh, chúng tôi còn có hướng dẫn này bằng tiếng Việt
بالإضافة إلى اللغة الإنجليزية، يتوفّر الدليل أيضاً باللغة العربية
가이드는 영어판 외에도 한국어로도 제공됩니다.
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
Please contact us if you need a braille version of the Complaint Guide or the Easy English guide.
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.
Frequently Asked Questions
Is there a time limit on making complaints?
For some types of complaints time limits do apply so the sooner you inform us of a problem, the easier it will be to resolve. This is especially important when complaints involve electronic banking.
Is there a cost involved in making a complaint?
No. Our complaint resolution process is provided free of charge to you.
Will the information I provide be kept confidential?
Yes. It is protected by the same confidentiality and privacy standards that protect all of your banking and personal information provided to and held by us.
Can someone else make a complaint on my behalf?
Yes. However, you will need to provide us with your written confirmation that you have authorised another person to lodge the complaint and to negotiate a resolution on your behalf. Click here to download the Authorised Representative Authority Form – Complaint.