Complaints Handling Policy
This page explains how to raise a concern with BIA, what information to include, and how we will acknowledge, investigate, respond to and escalate complaints.
1Our commitment
Broker Institute of Australia ("BIA", "we", "us", "our") is committed to taking complaints seriously and resolving them promptly, fairly and transparently. This policy describes how to make a complaint and how we will handle it.
2What is a complaint
A complaint is any expression of dissatisfaction with our products, services, staff, communications, billing or processes where you expect a response or resolution. Examples include:
- a concern about the quality, accuracy or availability of Course Content;
- a billing or payment-plan dispute;
- dissatisfaction with our customer service or response times;
- a privacy concern (handled additionally under our Privacy Policy);
- a complaint about another Student's conduct in a community channel;
- a marketing or testimonial concern; or
- any other matter you reasonably wish us to address.
3How to make a complaint
Email us at info@brokerinstituteofaustralia.com.au with the subject line "Complaint — [Brief description]". Include:
- your full name and the email address associated with your Account (if any);
- a clear description of the concern;
- when the issue arose and how it has affected you;
- any supporting documents or screenshots; and
- the outcome you are seeking.
If you cannot use email, you may write to us at Suite 5, Level 14, 3 Spring Street, Sydney NSW 2000.
You may have a representative (e.g. a family member, friend or adviser) raise a complaint on your behalf, provided you have authorised them in writing.
4Our internal escalation ladder
We will acknowledge your complaint in writing, confirm the matter we have understood, and provide the name and contact details of the person handling your matter.
Our complaints owner will investigate, contact relevant parties (with your consent where appropriate), gather evidence and provide a written substantive response with our findings, the proposed resolution and any actions we will take.
If you are not satisfied with the Stage 2 response, you may request internal review by a senior person who has not previously dealt with the matter. They will issue a final written decision.
5Timeframes
We will use reasonable endeavours to meet the timeframes above. Where a matter is genuinely complex (e.g. requires third-party input), we will write to you with a revised timeframe and the reason.
6Records and confidentiality
We keep records of all complaints and outcomes for at least seven (7) years and review them periodically to identify systemic issues. Complaints are handled confidentially in accordance with the BIA Privacy Policy.
7Anti-retaliation
We will not victimise or disadvantage any Student because they have raised a complaint in good faith.
8External escalation
If you remain dissatisfied with our final decision, you may escalate the matter externally. Common avenues include:
- the consumer protection body in your State or Territory (for example, NSW Fair Trading, Consumer Affairs Victoria, Office of Fair Trading Queensland);
- the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au;
- the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au for privacy matters; or
- a court or tribunal of competent jurisdiction.
We will cooperate in good faith with any external review.
9Continuous improvement
We use complaint themes to improve our products, communications and operations. Aggregated, de-identified complaint metrics may be reviewed by management on a quarterly basis.
