Complaints Policy

Complaints Policy #

Last Updated: June 7, 2024

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Purpose #

Biza provides access to both an internal (IDR) and external (EDR) dispute resolution process. The process for lodging a complaint through both IDR and EDR must be free of charge to the complainant. External disputes are handled in conjunction with Australian Financial Complaints Authority Limited (ABN 38 620 494 340).

This policy has been established in accordance with Regulatory Guide 271 Internal Dispute Resolution (RG271) which explains what organisations such as Biza must do to have an Internal Dispute Resolution (IDR) system in place that meets Australian Securities and Investment Commission’s (ASIC) standards and requirements.

Objectives #

  • Provide clear guidelines and procedures for dealing with customer complaints relating to privacy.
  • Ensure that complaints are dealt with fairly, efficiently, and effectively.
  • Ensure that systemic and recurring problems are identified and rectified.

What is a complaint? #

In accordance with RG271, a complaint is defined as:

[An expression] of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

The following expressions of dissatisfaction are complaints:

  • posts on social media channels or accounts Biza own or control, where the author is both identifiable and contactable;
  • an objection to a proposed decision about how and to whom to pay a superannuation death benefit distribution;
  • complaints about a matter that is the subject of an existing remediation program or about the remediation program itself (e.g. delays, lack of communication);
  • complaints about the handling of an insurance claim (e.g., excessive delays or unreasonable information requests).

What is not a complaint? #

In accordance with RG271, the following expressions of dissatisfaction are not considered to be complaints:

  • employment-related complaints raised by financial firm staff;
  • comments made about a firm where a response is not expected, such as:
    • feedback provided in surveys; or
    • reports intended solely to bring a matter to a financial firm’s attention.
  • hardship notices or requests to postpone enforcement proceedings, unless the customer raises issues that meet the definition of complaint.

How you can make a complaint #

You can make a complaint by:

You may also contact a member of the IDR team directly to make a complaint or follow-up on an existing complaint.

What we need from you #

So that your complaint can be dealt with quickly and accurately, we ask that you provide the following information when you contact us.

  • Your full name, including preferred name.
  • At least two other points of ID, such as current address, current employer, DOB etc.
  • Details of your complaint.
  • Copies of any relevant documentation.
  • Your desired outcome.

If you are to make a complaint on behalf of someone else please include the following:

  • Your full name.
  • Your relation to the person for whom you are making the complaint.
  • A certified copy of a Third Party Authority, Power of Attorney or a similar document.
  • If you are a financial representative of the business, the name and location of your place of work.
  • Your preferred contact details.

What you can expect from us #

  • We will acknowledge your complaint within 24 business hours or as soon as practicable, typically in the same manner that it was received. i.e., if your complaint was over the phone we will verbally respond; if your complaint was in writing we will acknowledge in writing.
  • We will record your complaint, and if possible try to resolve it immediately or within 5 business days.
  • Should the complaint not be resolved within 5 business days, we will escalate your complaint to the Internal Dispute Resolution (IDR) team.

What happens next? #

  • Your complaint will be assigned to a member of the IDR team who will investigate and prepare a formal complaint response.
  • We may need to get in contact with you to better understand your situation and ask for any additional information that could assist in our processing of your complaint.
  • We will provide regular updates to you throughout the complaint handling process and you can also contact us directly to request further updates.
  • You will receive a written complaint response, which will include the following information:
    • The final outcome of your complaint, including either confirmation of actions we have taken to fully resolve or reasons for the rejection or partial rejection of your complaint; and
    • Your right to take your complaint or dispute to the Australian Financial Complaints Authority (AFCA) if you are not satisfied with our response, and AFCA contact details; and
    • Our response will clearly identify the issues raised in your complaint and include our findings on material questions of fact and references to information supporting those findings;
  • The remedies that may be available to you will depend on the nature of the complaint. By way of example, the remedies could include, as may be applicable, any one or combination of the following:
    • information and an explanation of the circumstances giving rise to the complaint;
    • an apology; and
    • correcting any error that may have occurred.
  • We aim to resolve all complaints within five (5) business days. If this is not possible, you will be kept informed of the progress on a regular and frequent basis.
  • The timeframe to resolve a complaint depends on the nature and complexity of the issues you have raised. We are required to resolve most complaints within 30 days, however, we aim to provide you with a written IDR response as soon as we can.

When can the maximum IDR Timeframe be exceeded? #

There are some instances where Biza is not required to provide an IDR response within the maximum timeframes set out above.

First, we consider if:

  • The resolution of the complaint is particularly complex, such as;
  • when the complaint event occurred more than 6 years ago and requires reconstruction of account information;

And/or

  • Circumstances beyond Biza’s control are causing complaint management delays, including;
    • the complainant is waiting on a medical appointment that we reasonably require the complainant to attend;
    • the complainant is unable to respond to Biza due to illness or absence;
    • information must be obtained from third parties to a complaint (excluding an authorised representative who is a party to the complaint); and
    • a death benefit decision-maker is waiting on information requested from potential beneficiaries to a death benefit to substantiate their claim.

Second, we will ensure that:

  • we provide an ‘IDR delay notification’ that informs the complainant about:
  • the reasons for the delay;
  • their right to complain to AFCA if they are dissatisfied; and
  • contact details for AFCA.

If you are still not satisfied #

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers

Biza is a member of AFCA, Member Number 92832.

Customers can contact AFCA:

Policy review #

The complaints policy and procedures will be reviewed annually to ensure its efficiency and efficacy of meeting ASIC and customer requirements. Additionally, each quarter a review of complaints received will be conducted to ensure systemic issues are addressed and prevented from future recurrence.

Translation services #

It is important to know that there are alternative ways to contact Biza to make a complaint.

If you don’t speak English as your first language, we have limited internal resources to assist customers with some languages. Alternatively, you can contact the Translator and Interpreter Service (TIS) - www.tisnational.gov.au who offer a variety of services.

If you have a hearing or vision impairment, we recommend you contact the National Relay Service (NRS) who offer a range of contact method such as talk to text/chat, AUSLAN translation, video relay and audio relays.

More information can be found by following this link www.communications.gov.au/what-wedo/phone/services-people-disability/accesshub/national-relay-service.

Contact us #

If you have any further questions, or are still not sure how to make a complaint, or what a complaint is, please get in touch so we can help: