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Feedback and complaints

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

What happens next?


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.

How long will it take to resolve my 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. 

What if I am unsatisfied with the outcome?

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:

What if I remain unhappy with the response from BOQ Specialist?

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 info@afca.org.au
  • Visit www.afca.org.au
  • Write to GPO Box 3 Melbourne VIC 3001

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 Authority Form 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

بالإضافة إلى اللغة الإنجليزية، يتوفّر الدليل أيضاً باللغة العربية

가이드는 영어판 외에도 한국어로도 제공됩니다.

除英文外,該指南亦有繁體中文版。

 

Need another format?

Please contact us if you need a braille version of this document. 

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

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.
 

Provide feedback

 

Frequently Asked Questions

  • Important Information

      Any information is of a general nature only. We have not taken into account your objectives, financial situation, or needs when preparing it. Before acting on this information you should consider if it is appropriate for your situation. BOQ Specialist is not offering financial, tax or legal advice. You should obtain independent financial, tax and legal advice as appropriate.