Bank of China (Australia) Limited ABN 28 110 077 622, Australian Financial Services Licence, and Australian Credit Licence number 287322 (the Bank, we, us). 

When responding to complaints we will provide reasonable explanations and endeavour to resolve issues raised by customers in order to continuously improve service quality and meet customer 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.

This guide is prepared in accordance with the Bank of China (Australia) Limited Consumer Protection and Customer Complaint Policy and aims to assist customers in resolving complaints quickly and effectively. 

1. How we define a complaint

A complaint is an expression of dissatisfaction made to or about the Bank, related to our products, services, staff or handling of a complaint, where a response or resolution is expected by the complainant or is otherwise legally required.

2. Customers Eligible to Lodge a Complaint 

This guide applies to retail customers of Bank of China, including certain small business customers and individual guarantors.

Where a complaint relates to credit services provided by the Bank or its representatives (including credit representatives), borrowers or individual guarantors may also lodge a complaint under this guide. This applies to consumer credit products regulated under the National Consumer Credit Protection Act 2009 (Cth).

3. Complaint Lodgment Channels

You may lodge a complaint with us through any of our communication channels, including telephone, email, in person, in writing, through our website, or through our official social media accounts. If you need assistance to make a complaint – including interpreter services, accessibility support, or help due to vulnerability – we will provide reasonable assistance to ensure you can lodge your complaint. While we accept complaints lodged through all communication channels, you can reach one of our complaint specialist through one of the following channels:

Customer Service Hotline 

1800 095 566

Branches

Contact the Complaints Manager at relevant branch by telephone, email, or in person. Branch information is available at the following link: https://www.bankofchina.com/au/en/aboutus/ab3/

Complaints Officer 

Email: wendy.liu@bankofchina.com

Telephone: (02) 8871 5888

Mail

Bank of China, Ground Floor, 140 Sussex Street, Sydney NSW 2000

4. Complaint Handling Process

We will acknowledge your complaint as soon as practicable, and within 24 hours (or one business day) where possible. We will record all complaints we receive and keep you informed of the progress of your complaint.

We are committed to resolving complaints within the ASIC required timeframes:

• within 30 calendar days for most complaints; and
• within 21 calendar days for credit related complaints involving default notices or hardship

Step 1 – Branch or Business Unit Complaints Manager

Complaints are first handled by the Complaints Manager of the relevant Branch or Business Unit, who will endeavour to resolve simple complaints within 24 hours.

Step 2 – Branch Manager or Department Head

If the complaint cannot be resolved at the first stage, it may be escalated to the Branch Manager or Department Head, who will generally aim to resolve the complaint within 5 working days.

Step 3 – Complaints Officer

If the complaint remains unresolved, it will be referred to the Complaints Officer, who will generally provide a response within 7 working days.

Our final response will include the outcome of your complaint, the reasons for our decision, your right to request copies of documents we relied on (where appropriate), and your right to escalate your complaint to the Australian Financial Complaints Authority (AFCA) at any time.

For complaints that are highly complex or serious in nature, the Bank may require additional time to resolve the matter. If we are unable to resolve a complaint within the timeframe above we will provide the complainant with a Delay Notification, which will include:

• the reason for the delay
• the expected timeframe
• the customer’s right to go to AFCA

You may contact AFCA at any time, including before you receive our final response.

5. Consumer Data Right (CDR) Related Complaints

CDR complaints are handled in accordance with the Consumer Data Right Rules, including Rule 5.13. If your complaint relates to the handling of your CDR data or privacy, you may also lodge a complaint with the Office of the Australian Information Commissioner (OAIC). We will respond to your CDR complaint within the timeframes required under the CDR Rules.

All complaints relating to the Consumer Data Right (CDR) should be submitted to the eBanking Team via the following email address: cdr.au@bankofchina.com. CDR-related matters submitted through other channels will also be handled by the eBanking Team. Customers may contact this email address to obtain guidance on how to submit a specific CDR complaint. The eBanking Team is responsible for registering and handling CDR complaints and for providing summary data to the Australian Competition and Consumer Commission (ACCC) on a half-yearly basis. Only complaints that remain unresolved for more than five working days will be reported to the ACCC.

6. External Dispute Resolution

If you are not satisfied with the Bank’s proposed resolution or the outcome of your complaint, you may refer the matter to the Bank’s external dispute resolution body — the Australian Financial Complaints Authority (AFCA). AFCA provides a fair and independent financial services dispute resolution service that is free of charge to consumers. Contact details are 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

You may contact AFCA at any time, including while we are still considering your complaint.

7. Customer Advocate

The Customer Advocate provides further assistance and advice to customers during the complaint handling process to ensure that customers’ interests are appropriately considered and protected. After receiving the Bank’s final response, if you still have questions about the outcome or require further assistance, you may contact the Bank’s Customer Advocate.

Email: customeradvocateau@bankofchina.com

Telephone: (02) 8871 5888