If you are unhappy with any aspect of Basiq service let us know. The fastest way to resolution is to talk it through. 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
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
How long will it take to get a response?
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.
What is the investigation process and remedies available to resolve complaints?
In the event of a complaint, the following guidelines should be followed:
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
What will my complaint response include?
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.
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)
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 firstname.lastname@example.org
* a 'complaint' referred to is defined as "an expression of dissatisfaction made to an organisation, related to its products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected"