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
Below is a summary of the complaint handling process. For more information about how we handle complaints, click here to read or print a copy of our Complaint Guide.
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 1 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 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.
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
Is English a second language?
The Complaint Guide 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.
How can BOQ help 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 form to complete so they can prove to us 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 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.
For more information about accessibility including how to adjust the font size on our website 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 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.
Can someone else make a complaint on my behalf?
Yes. However, you will need to provide us with written confirmation that you have authorised another person to lodge the complaint and to negiotiate a resolution on your behalf. Click here to download the Authorised Representative Authority Form - Complaint.
- 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.