Feedback & Complaints
We’re open to any complaints or feedback to help us improve our products or service delivery
We’re always looking for ways to improve, and hearing from customers like you is a key part of that.
If at any time you’re not satisfied with our products, services, staff or our complaint handling process, we want you to tell us. We’ll listen to your complaint and work with you to resolve it. By telling us what went wrong, you will help us understand how we can improve and prevent mistakes from happening again.
Our commitment to you
When we manage your complaint, we’ll follow our complaint handling principles. We will:
- act with integrity
- listen and try to understand your concerns
- treat you with respect, sensitivity and compassion
- consider your complaint fairly and objectively, and try to find a fair and reasonable solution
- aim to resolve your complaint as quickly as possible
- let you know of ways you can get assistance to manage your complaint if you need it
- apologise if we’ve done something wrong.
There’s no charge to make a complaint. For detailed information on how we handle complaints, read or print a copy of our complaint guide.
Below is a summary of our complaint handling process. To make a complaint, just follow these steps:
Tell us what happened
Get in touch and tell us:
- what went wrong, including the products and/or services you are complaining about
- what you'd like us to do to fix it.
We may ask you for more information so we can respond to your complaint, such as your name and preferred contact details.
Authorise a representative
You can appoint someone to help you with your complaint
You can ask another person to help you lodge and/or manage your complaint, such as a family member, lawyer or financial counsellor. You’ll need to give us authority to discuss your complaint with them, and in some cases, we may still need to contact you directly.
If you want to appoint a representative to help you lodge and/or manage your complaint, you can complete the Representative authority form – Complaint.
What we'll do next
When you make a complaint, we’ll let you know we’ve received it. This may be when we first speak to you or within one business day if we receive your complaint in writing.
We aim to resolve complaints immediately or within five business days. If we need more time, we’ll keep you informed of our progress and tell you:
- which team will handle your complaint
- how you can contact them.
How we’ll communicate with you
We’ll always try to contact you the same way you contacted us, unless you tell us to do it another way.
We’ll review and investigate your complaint
We are committed to working with you so we can resolve your complaint as quickly as possible.
Once we’ve received your complaint, we will review the information you have provided us and investigate any issues you have raised. We may need to work with other teams internally to find out why an issue might have occurred and look at ways we can resolve it, and/or prevent it from occurring again.
If we need more information
We aim to find a fair and reasonable solution to your complaint using all the information available to us, so if we need more information, we’ll contact you to ask for it.
How long will it take
If your complaint is about financial hardship, a default notice, or a request to postpone enforcement proceedings we aim to respond to your complaint within 21 days. For all other complaints, we aim to respond within 30 days.
In some exceptional cases we may not be able to respond to you within the required time. If this happens, we’ll explain why, and tell you when you can expect our response.
When we’ll send you a written response
We’ll always confirm the outcome to your complaint in writing if:
- it takes us more than five business days to resolve your complaint, or
- your complaint is about financial hardship, or
- at any stage you ask us to.
If you're still not satisfied
If your complaint relates to a matter with BOQ Credit Pty Ltd, BOQ Funding Pty Limited or BOQF Cashflow Finance Pty Ltd and you’re still not satisfied with our response and/or how we have handled your complaint, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.
To contact AFCA, you can:
- call 1800 931 678 (free call)
- send an email to info@afca.org.au
- visit www.afca.org.au
- In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC, 3001.
Complaint help
If you need help making a complaint
Our complaint guide (public complaints policy) outlines how we handle complaints.
It’s also available 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 | 投诉指南简体中文版 |
| Ngoài tiếng Anh, chúng tôi còn có hướng dẫn này bằng tiếng Việt | Hướng dẫn Quy trình Khiếu nại tiếng Việt |
| بالإضافة إلى اللغة الإنجليزية، يتوفّر الدليل أيضاً باللغة العربية | دليل تقديم الشكاوى باللغة العربية |
| 가이드는 영어판 외에도 한국어로도 제공됩니다 | 한국어판 민원 가이드 |
| 除英文外，該指南亦有繁體中文版 | 投訴指南繁體中文版 |
Need another format? Try our Easy English Guide
We know that our customers have a diverse range of communication needs, so we’ve provided an Easy English guide on how to make a complaint. This has been optimised to be used with a screen reader.
Contact us if you’d like help reading and understanding this guide, or finding more information.
There’s also a Braille version
Please contact us if you need a braille version of the complaint guide.
If English is your second language
If English isn’t your first language, and you would rather speak to us in another language, we can arrange a free interpreter to help you. To arrange a free interpreter, you can call 1800 24 56 14 or visit a branch:
如果您希望用普通话和我们交流，您拨打我们电话 1800 24 56 14 时我们可以为您安排翻译
Nếu quý vị muốn nói chuyện với chúng tôi bằng tiếng Việt, chúng tôi có thể thu xếp thông dịch viên để giúp đỡ khi quý vị gọi điện cho chúng tôi theo số 1800 24 56 14
14 56 24 1800 إذا كنت تفضل التحدث إلينا باللغة العربية، فيمكننا ترتيب مترجم لمساعدتك عند الاتصال بنا على
고객이 한국어로 소통하기를 원하는 경우 1800 24 56 14로 전화하시면, 전화 통역 서비스를 준비해 드릴 수 있습니다.
如果您希望用粵語和我們溝通，我們可以安排一名口譯員在您致電1800 24 56 14聯絡我們時為您提供幫助
Accessibilty
Accessible and inclusive banking
If you are deaf, hard of hearing or have a speech impairment:
The free National Relay Service (NRS) is a useful tool to help you make a complaint:
- Telephone Typewriter (TTY): For type telephone service call 133 677
- SMS relay: For relay service send a text message to 0423 677 767
- NRS Chat (Internet Relay): For Internet relay service, connect to the NRS website or app.
- Speak and listen (Voice Relay): Voice relay service, available if you have a speech impairment – call 1300 555 727 then ask for BOQ Finance 1800 24 56 14. The NRS relay officer is present throughout the call to ensure smooth communication but doesn’t change or interfere with what the parties say.
You can find information about which type of call is right for you and information about their privacy policy on the Access Hub website: https://www.accesshub.gov.au/about-the-nrs
For more information about accessibility including how to adjust the font size on our website, visit https://www.boqfinance.com.au/enquiries
Feedback and compliments
If you’ve got some feedback for us or just want to call out someone doing a great job, please get in touch