How do I get in touch?
Through the chatbot on the lower right-hand corner of the Basiq website: https://basiq.io/
By emailing our support email@example.com
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.