How do I get in touch?

  • Through the chatbot on the lower right-hand corner of the Basiq website:

  • By emailing our support

  • By sending a letter to 21C Whistler St, Manly, NSW 2095

  • You can call us directly at +612 8880 5185

What information should I include?

  • Include the word 'complaint' in the heading or subject line

  • Include your name, contact details and date

  • Set out the problem(s) clearly

  • Include copies of relevant documents

  • Include expected remedy for the complaint

  • Timeline of events

How long will it take to get a response?

  • Basiq will respond to all complaints with 14 days

  • Basiq will continue to communicate relevant information during the resolution process

  • Basiq will aim to have your complaint resolved in a timely manner, but in some cases, this may take up to 45 days

What will my Internal Dispute Resolution (IDR) response include?

  • Communication that the IDR process has concluded

  • The final outcome of the complaint

  • Details of your right to take your complaint to AFCA (Australian Financial Complaints Authority) if they are unhappy with the decision at IDR

  • AFCA’s contact details and Basiq membership details

  • Time limits to contact the AFCA or a link to AFCA website detailing when and if time limit relevant to their circumstances expires.

 The External Dispute Resolution (EDR) Process

  • Should you not be satisfied with the IDR decision, you can initiate an EDR process with AFCA.

  • The AFCA can resolve complaints that Basiq can not resolve internally (IDR)

  • The AFCA Membership number for Basiq Pty Ltd is 79893 valid to 31 July 2021

  • This process is in line with Regulatory Guide 267 Oversight of the Australian Financial Complaints Authority (RG267) detailing how ASIC will perform its oversight role in relation to AFCA.

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