Hotline : 

  • 0061-2-8235 5888(From Overseas)
  • 1800 095 566(Within Australia)
Current Position : Home > BOC Australia > About Us > Regulations
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Customer Advocate

2019-08-12

Customer Advocate

Bank of China Limited, Sydney Branch and Bank of China (Australia) Limited (collectively "BOC") have appointed a Customer Advocate to facilitate fair customer outcomes and improve customer experience in the complaints handling process.

BOC will continue to make best efforts to resolve your complaint but if you are not satisfied with BOC's dispute resolution process, you can ask for your dispute to be referred to the Customer Advocate as an alternative review procedure. The referral to the Customer Advocate is an additional avenue to the option that you still have, for your dispute to be heard by BOC's external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA).

Please note that the Customer Advocate cannot review any complaint that has been already decided by AFCA.

As an alternative review avenue, the Customer Advocate will act as your advocate and undertake a review of your compliant in order to ensure a fair and reasonable outcome.

You can contact the Customer Advocate by:

Telephone: (02) 8235 5888

Email: customeradvocate.au@bankofchina.com

Mail: BOC Customer Advocate, Ground Floor, 140 Sussex Street, Sydney NSW 2000