Hotline : 

  • 0061-2-8871 5888(From Overseas)
  • 1800 095 566(Within Australia)
Current Position : Home > BOC Australia > About Us > Regulations
Online Banking

Guide for Customers Lodging a Complaint

(Effective from 12 August 2019)

2019-08-12

Do you wish to make a complaint to the Bank?

This guide has been prepared to assist you in dealing with your complaint speedily and effectively.

"Bank of China" refers to Bank of China Limited ABN 29 002 979 955, Sydney Branch (BOCS) AFSL No. 230547 and Bank of China (Australia) Limited ABN 28 110 077 622 (BOCAL) AFSL and Australian Credit Licence No. 287322.

When responding to complaints, we will endeavour to provide reasons for the decision taken and adequately address the issues that were raised in the initial complaint. This is part of our effort to provide you with a higher quality of service and to help ensure our performance always meets your expectations.

Where the Banking Code of Practice and/or the ePayments Code applies to the banking service which you have complained about, we will comply with the relevant requirements of these codes in relation to complaints resolution when dealing with your complaint.

Who is eligible to use this service?

Bank of China's retail customers may take advantage of the procedures described in this guide, including certain small businesses and individual guarantors.

This guide also applies in relation to complaints about credit activities engaged by BOCAL or its representatives (including any credit representatives). These disputes can be made by borrowers or guarantors (who are individuals), in relation to consumer credit products regulated under the National Consumer Credit Protection Act 2009 (Cth).

How to make a complaint?

  • In the first instance, you should refer to the Branch/Business Unit Complaints Manager in the Bank of China Branch or Business Unit which relates to your complaint (contact details of the Branch/Business Unit Complaints Manager are listed below). You should have all supporting documents or other evidence to support your complaint and consider how you would like the Bank to resolve the matter.
  • If your complaint has not been resolved to your satisfaction within 24 hours, you can speak with the Branch Manager or Department Head concerned. We expect that complaints should usually be dealt with within 5 working days of reference to the Branch Manager/Department Head, although we will attempt to resolve the complaint within 24 hours. Allowance should be made for cases that require the Bank to contact overseas offices (e.g. international transactions) or other banks.
  • If the Branch Manager or Head of Department is unable to resolve your complaint to your satisfaction , your complaint will be referred to our Complaints Officer (contact details of the Complaints Officer are listed below).
  • A response should usually be received from the Complaints Officer within 7 working days of receipt.
  • In any case, Bank of China will typically provide a final response to your complaint within a maximum of 45 days (or 21 days for disputes involving default notices for credit matters with BOCAL). However, if the matter is more complex, it may take longer to resolve. We will let you know if that is the case and provide you with an update on the status of your complaint and the reasons for the delay.

If you are not satisfied with our proposed resolution or handling of your complaint, you can contact our Customer Advocate on (02) 8871 5888 who may be able to assist you further. If you remain dissatisfied, you can still bring your complaint to Bank of China's external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). AFCA offers a fair and independent financial services complaint resolution that is free to consumers and can be contacted as follows:

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001

How to contact us:

Branch/Business Unit Complaints Manager:

Telephone: (02) 8871 5888 (please advise name of relevant branch/business unit or office when calling this number)

Complaints Officer of the Bank:

Telephone: (02) 8871 5888 (please ask to speak to Complaints Officer)

You may also contact us by:

  • Telephone: 1800 228 688 (Australia) +61 02 8871 5858 (Overseas)
  • Mail: Bank of China, Ground Floor, 140 Sussex Street, Sydney NSW 2000
  • Website: http://www.bankofchina.com/au