Complaints
Our complaints process is designed to be accessible and all complaints are treated seriously. If you would like to submit a complaint, please see the below options.
We take all complaints seriously and aim to handle them fairly, objectively and efficiently. Our Complaints Handling process complies with the Australian Standard 3806-2006 Complaints Handling.
For information on our Complaints Handling process, which includes how to make a complaint, please see the FAQ’s below.
What type of complaint can I make?
Baycorp's Complaints Handling process covers all operational aspects for Baycorp in both Australia and New Zealand.
You can lodge a complaint with Baycorp through any of the following channels:
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Australia
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New Zealand
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Phone
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1300 305 087
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Phone
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0800 081 576
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Fax
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02 9806 2555
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Fax
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09 356 5849
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Postal
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c/- Complaints
Baycorp (Aust) Pty Limited
Locked Bag 5031
Parramatta 2124
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Postal
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c/- Complaints
Baycorp (NZ) Limited
PO Box 92063
Victoria Street
Auckland
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Email
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complaints@baycorp.com.au
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Email
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complaints@baycorp.co.nz
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What information do I need to provide in order to make a complaint?
In order to investigate your complaint effectively we may need the following information:
- Proof of identity.
- Your contact details.
- Sufficient detail and relevant documents that may support the complaint and its resolution.
How long will it take to resolve a complaint?
- The length of time we take to resolve your complaint will depend on the nature and complexity of the issues you have raised, and the extent of the enquiries we need to make to address those issues.
- Here are the targets we set ourselves to try and resolve your complaint:
- Where possible we will attempt to resolve matters at first point of contact.
- We aim to acknowledge all complaints received within two working days of receipt.
- We will try to respond to the majority of all complaints within 10 working days of receipt.
- For complaints that require in-depth investigation or additional information, we attempt to respond within 30 working days of receipt.
- Where it has not been possible to complete the complaints review process within 30 working days, we will notify you of the reasons for the delay and provide an updated target date for resolution.
- Acknowledgement and all correspondence will be carried out either by post, email or telephone.
What to do if you not satisfied with the outcome?
We aim to reach a satisfactory outcome on all complaints. If, after dealing with our Resolutions Team, you are not satisfied with the response you receive from us, you can contact the Credit Ombudsman Service Limited (‘COSL’) for an independent review of your complaint.