We’re always looking for ways to improve, 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.
Get in touch
Get in touch 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 us
For general enquiries, call our local customer contact centre on 1300 55 72 72.
8am – 8pm Monday – Friday AEST
9am – 5pm Saturday AEST
Visit
Visit or call your local branch, or call your Business Banking Manager
Post
Send a letter to Customer Relations, Reply Paid 2258, Brisbane Qld 4001
Complaint Guide
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, we'll 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 get in touch with this team by:
- 1800 663 080
- 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:
- 1800 931 678
- Email info@afca.org.au
- 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.
| 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 |
|
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。 |
For further information and instructions on how to access services, click here for interpreter services.
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
To read or print a copy of our Easy English Guide click here. Alternatively, click here to view a tagged version which is optimised to be used with a screen reader.
Braille
Please contact us if you need a braille version of the Complaint Guide or the Easy English guide.
How can BOQ help 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 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.
Accessibility
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 by visiting our accessible and inclusive banking support page
Customer Feedback
We also love to hear about positive experiences.
We use your feedback to recognise those providing you with a great 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
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 the banking code website.