Complaints Policy

At BDO, we pride ourselves on the strong relationships we build with our clients. Client trust and satisfaction is important to us. As such, where you are unsatisfied with a product or service provided by BDO, we have avenues available for you to submit your concerns. BDO operates a robust National Complaints Framework, which allows for both regulated and unregulated internal dispute resolution (IDR) processes, so your voice is heard.

This publicly available National Complaints Policy explains how you may make a complaint to or about BDO.

Alternatively, if you wish to report misconduct or improper behaviour within a BDO Australia member firm, you may do so using the BDO Australia Whistleblowing Policy. Please consider whether you are an ‘eligible person’, and whether the matter concerns ‘reportable conduct’, before taking action through this avenue.

What is a complaint?

A complaint is an expression of dissatisfaction made to or about an organisation, as it relates to its products, services, staff or the handling of a concern, where a response or resolution is explicitly or implicitly expected and/or legally required.

In line with this, BDO’s National Complaints Framework is capable of processing:

• All Regulated Complaints made by retail clients in relation to a financial service provided under a BDO Australian Financial Services Licence (AFSL); or a complaint in relation to a credit activity facilitated under a BDO Australian Credit Licence (ACL).
• All other Unregulated Complaints in relation to products or services provided by BDO, outside of the purview of a BDO licence (General Complaints).

When recording your complaint in the National Complaints Form, please do your best to detail the nature of your complaint (product or service type and issue). This will equip us with the information required to assist you correctly.

How can you make a complaint?

You can make a complaint through the Complaints Form.

Alternatively, you can make a complaint directly to the National Complaints Officer:

Where direct contact is made with BDO firm personnel in relation to a complaint, they will ensure the National Complaints Form is lodged on your behalf by way of escalation to their relevant partner, where practicable in the circumstances.

Do you need special assistance?

BDO will make genuine efforts to identify and assist all complainants who may be vulnerable in nature, or otherwise require additional assistance throughout the IDR process. We will do this by ensuring:

• This publicly available National Complaints Policy is available in hard copy upon request
• Training is provided to all BDO staff in relation to our IDR process, not just the relevant Complaints Officers
• The IDR process is easy to understand and in plain English
• The IDR process is flexible in terms of how complaints may be lodged
• The IDR process is free of charge to the complainant
• The IDR process is resourced in such a way that it operates fairly, effectively and efficiently. This includes allocating appropriate staffing resources to ensure we respond to each complaint in a timely and compliant manner
• The IDR process allows the complainant to elect a representative who will take appropriate action on behalf of the complainant
• We arrange an interpreter to help the complainant make their complaint or arrange for any translation upon request and where appropriate in the circumstances.
  
  

What happens when you make a complaint?

Where you have lodged a complaint through one of the above avenues, we will take the following key actions:

1.   The relevant Complaints Officer will acknowledge receipt of your complaint within one business day, where practicable in the circumstances. Your Preferred Contact Method, as indicated in the National Complaints Form, will be considered when choosing which medium to contact you on.

2.   The relevant Complaints Officer will investigate your complaint and provide you (and any applicable representative) with a Written IDR response within 30 calendar days from receipt of your complaint. The investigation process may include discussions with various key individuals, including yourself as complainant.

3.   The relevant Complaints Officer will make you aware of your options for External Dispute Resolution (EDR) in relation to Regulated complaints, where you are unsatisfied with the resolution provided through BDO’s IDR process. BDO is a member of the Australian Financial Complaints Authority (AFCA) EDR Scheme and as such, any complainant may escalate their complaint to this entity.