Online: Through the chatbot on the lower right-hand corner of the Basiq website: https://basiq.io/

Email: By emailing our support support@basiq.io

Mail: By sending a letter to Level 1, 5-7 Raglan Street, Manly NSW 2095

Phone: You can call us directly at +612 8880 5185

Suggest you 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 can help provide context around your issue

We will acknowledge the receipt of complaints or disputes and address them promptly in accordance with their degree of urgency

Some complaints can be resolved very quickly, our aim to to provide a initial response to complaints with 7 days

We will continue to communicate relevant information during the resolution process and will let you know after 14 days if the issue is complex and requires more time

We will aim to have your complaint resolved in a timely manner, but in some cases, this may take up to 45 days, this would be very unusual circumstances, as a written response

In circumstance where we are unable to respond to a complaint or dispute with 45 days, we will advise the reason for the delay or plus your right to complain to the Australian Financial Complaints Authority (AFCA) - (details below in External Dispute Resolution (EDR) Process)

Frequently, complaints are simply cases of confusion or misunderstanding which can be sorted out to everybody’s satisfaction very quickly.

The complaint is received via the Customer Success team and this team will provide the initial response including organising a meeting to talk through and better understand the issue - this team will include the right Basiq team members in relation to the complaint

In the event of a security or data complaint, the Information Security Manager must be informed that a dispute exist and Information Security Manager

The assigned team members then define next steps and, where needed, legal advice should be obtained

Correspondence is in writing via email however there could also be a phone call, video call or in person meeting depending on the nature of the complaint

An assessment of the risk to Basiq’s services and ISMS should be carried out where it makes sense prior to escalating any dispute, and contingency actions should implemented where needed

All conversations are logged and tracked to ensure processes are followed in-line with policy

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

The response will include 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.

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)

We are a member of the Australian Financial Complaints Authority (AFCA): AFCA Membership number for Basiq Pty Ltd is 79893

You can contact AFCA on:

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.

For more information about our internal complaint and dispute resolution procedure please contact us at support@basiq.io