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Bank of China (Australia) Limited's Guide for Retail Customers Lodging a Complaint

(Effective from 15 February 2024)

2024-02-15

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 (Australia) Limited ABN 28 110 077 622 (the Bank) AFSL and Australian Credit License No. 287322.

When responding to complaints, we will endeavor to uphold the values of Consumer Protection and 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 utilize 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 the Bank 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.
  • If the complaint is of a high level of complexity or seriousness, the Bank will convene a Customer Complaint Working Group meeting to finalize a response to an unresolved matter.
  • In any case, Bank of China will typically provide a final response (“Final Response”) to your complaint within a maximum of 30 calendar days (or 21 calendar days for disputes involving default notices for credit matters with the Bank). 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.

How to make a complaint in relation to Consumer Data Rights (CDR):

  • Any customer complaints (by phone/email) around the CDR will be referred to the ebanking team (the Bank Operations Department) for handling.
  • For customer enquiries around lodging a CDR related complaint, please contact the ebanking team‘s dedicated email address (cdr.au@bankofchina.com) to obtain a guide on how to submit a specific CDR complaint.
  • The ebanking team is responsible for dealing with the CDR customer complaint, registering the Customer's complaint of CDR, and providing the CDR complaint data summary to the ACCC on a half-yearly basis. Only the complaints resolved outside of 5 business days will be reported to ACCC.

If you are not satisfied with our proposed resolution or handling of your complaint, you can 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:

  • Telephone: 1800 095 566 (Australia), +61 3 9670 6200 (Overseas)
  • Mail: Bank of China, Ground Floor, 140 Sussex Street, Sydney NSW 2000
  • Website: http://www.bankofchina.com/au

Complaints Officer of the Bank:

Telephone: (02) 8871 5888

Customer Advocate:

Telephone: (02) 8871 5888

Related Information

PDS Files