Making a complaint

If you are a consumer who has experienced dissatisfaction with any of our products or services, please let us know.   We welcome your complaints so that we can improve on products or service delivery.   All complaints will be processed promptly and at no charge to you.

You may contact our Customer Service Team by any or combination of the following means:

Telephone: 1300 55 72 72
International: +61 7 3336 2420
Mail: Customer Service Team - Complaints
GPO BOX 898, Brisbane, QLD 4001

FAQ's

  • The process

    We will acknowledge receipt of your complaint after receiving the details of your complaint.

    Our Complaints Contact Person will handle the complaint and advise you if any further information is needed.   The Complaints Contact Person will liaise with the relevant parties to find answers for you. You will be informed of the outcome and the reason for the decision reached.

  • Service level commitment

    Unless there are exceptional circumstances, we are committed to resolving and responding to your complaint within 45 days.

    Some complaints are more complex and could take a little longer to resolve. In that case, we will:

    • Inform you of the reasons for the delay; 
    • Specify a date when a decision can be reasonably expected; and 
    • Notify you of your right to contact our external dispute resolution scheme
  • Financial hardship applications

    If you apply to us for the repayments under your credit contract or consumer lease to be varied on the ground of financial hardship, we will respond to your application within 21 days.

    You can obtain further information on the financial hardship application here.

  • Dispute resolution escalation

    We expect our Customer Contact Centre - Complaints to resolve your concerns or issues to your satisfaction.

    If, despite our best efforts you are still dissatisfied with our response, you may contact our external dispute resolution scheme. However, we would like you to give us an opportunity to review our initial decision by escalating it to our Customer Relations Team. Our Customer Relations Team may initiate further investigation if necessary. You may write to our Customer Relations Team at the following address:

    Attn: Customer Relations Team
    Reply Paid 2258 Brisbane QLD 4001

  • External dispute resolution

    Our external dispute resolution scheme for BOQ Credit Pty Limited and BOQ Funding Pty Limited is the Australian Financial Complaints Authority (AFCA) which may be contacted as follows:

    Telephone: 1800 931 678
    Email: info@afca.org.au

    Mail: GPO Box 3, Melbourne, VIC 3001

    Web: www.afca.org.au