QBANK is committed to resolving your complaint as soon as possible and ‘on the spot’ if we are able. If we are unable to resolve your concern immediately, we will work within the timeframes and communication processes outlined below.
Acknowledging Complaints
We will acknowledge receipt of your complaint as promptly as possible and within one business day of receiving it. Our acknowledgement may be verbal or in writing, taking into account the method you used to lodge or advise us of the complaint.
Complaints resolved within 5 business days
When your complaint is resolved by the end of the fifth business day a full written response from us will not necessarily be provided if:
- The complaint has been resolved to your satisfaction (as confirmed by you or where it is reasonable of us to form this view); or
- We have provided an explanation and/or apology to you and can take no further action to reasonably address the complaint.
Irrespective of the timeframe for resolution, we will provide a written response to you in circumstances where:
- You request a written response;
- Your complaint relates to financial hardship.
Complaints resolved beyond 5 business days
Depending on the matter, resolving a complaint may take longer than 5 days. Overall, our aim is for matters to be resolved within 21 days from the date we receive your complaint. Prior to the end of the 21 day period, we will provide you with a written response outlining:
- The final outcome of your complaint and confirmation of our actions taken to resolve the matter; and
- Information on your right to take the complaint to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with our response, along with AFCA’s contact details.
If we fully or partially reject a complaint, our response will also include clear reasons that:
- Identifies and addresses all issues raised in the complaint;
- Sets out our findings and information that support these findings; and
- Provides sufficient detail for you to understand the basis of the decision and be fully informed to decide if you should escalate to AFCA or another forum.
Communicating delays in complaint resolution
If we are unable to meet the 21 day timeframe, prior to the timeframe expiring, we will issue you with a written ‘delay notification’ that explains:
- The reasons for the delay e.g., because the complaint may be particularly complex; and/or circumstances beyond our control have caused delay; and
- Your right to complain to AFCA if you are dissatisfied, along with AFCA’s contact details.