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 complaint and working with you to resolve it, we’ll learn how to prevent it from happening again.
Contact us using any of the below methods and tell us:
- your full name and address
- what went wrong and
- what you'd like us to do to fix it.
Call our local Customer Contact Centre on 1300 55 72 72, 24 hours a day, 7 days a week
Visit or call your local branch, or call your Business Banking Manager
Send a letter to Customer Relations, Reply Paid 2258, Brisbane Qld 4001
Our Complaint Guide
Our Complaint Guide below provides information about what happens after you've made your complaint.
What happens next?
We'll try to resolve your complaint immediately. If we can't do that, well 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 2 business days and give you the name and contact details of the person handling your complaint.
How long will it take?
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 45 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.
Internal review sought?
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:
- Call us on 1800 663 080
- Email email@example.com
- Send a letter to Customer Relations, Reply Paid 2258, Brisbane Qld 4001
External review sought?
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 firstname.lastname@example.org
- Visit www.afca.org.au
- Write to GPO Box 3, Melbourne VIC 3001
How can BOQ help support me?
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 or visit us in branch.
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. The National Relay Service contact details can be found here.
We also love to hear about positive experiences.
We use your feedback to recognise those delivering a great customer service experience along as well as to inform and enhance our training and development programs within BOQ. 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.
- Litigation Guidelines
Compliance under the Banking Code of Practice is monitored by The Banking Code Compliance Committee (BCCC). You can report any breaches of the code directly to the BCCC. For more information, visit their website.