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Resolving Complaints

It's good to talk. Reach out and tell us about your issue - we find this is the fastest way to resolve complaints

Ashman Malik avatar
Written by Ashman Malik
Updated over a week ago

If you have a complaint or concern regarding your CDR Data or the service offered by Basiq, our internal dispute resolution process is easy to access and if free of charge.

How do I get in touch?

What information should I include?

It is really helpful if you are able to include the following details when you contact us - this will help us help you faster:

  • We suggest you include the word 'complaint' in the heading or subject line

  • Include your name and preferred contact details

  • Set out the problem(s) clearly, a timeline of events can help provide context around your issue

  • Include copies of relevant documents

How long will it take to get a written response?

  • We will acknowledge the receipt of complaints or disputes within 1 business day

  • Some complaints can be resolved very quickly, our aim is to investigate and resolve your complaint within 30 days.

If we are unable to find a resolution within 30 calendar days we will update you on the progress, advise the reason for the delay and your right to complain to the Australian Financial Complaints Authority (AFCA).

What will my written complaint response include?

  • We will notify you by email that the Internal Dispute Resolution (IDR) process has concluded

  • The written response will include the final outcome of the complaint

  • The kind of resolution we provide will depend on the nature of your concern or complaint. Generally, where possible we will provide you with an explanation of the circumstances that may have caused your complaint in the first place and undertake any system/process improvements as reasonably practical to resolve your concerns.

 

What if I am not happy with the resolution of the complaint?

We will make every effort to resolve your complaint internally. If we do not resolve the complaint to your satisfaction, you may wish to escalate the complaint to the external dispute resolution service free of charge.

You can engage the Australian Financial Complaints Authority (AFCA) and their contact details are as follows:

You may also raise your concern directly with the Office of the Australian Information Commissioner:

Time limits may apply to complain so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to their circumstances expires.

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