BIA Complaints Handling Policy

BIA 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.

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 Course Content, billing or payment plans, customer service, privacy, another Student's conduct, marketing, testimonials, images, video, voice, consent, withdrawal concerns, or any other matter you reasonably wish us to address.

Email info@brokerinstituteofaustralia.com.au with the subject line Complaint - [Brief description]. Include your full name, the email address associated with your Account if any, a clear description of the concern, when the issue arose, how it has affected you, supporting documents or screenshots, and the outcome you are seeking.

If your complaint relates to a testimonial, review, image, video, voice recording, success story or withdrawal of marketing consent, please include enough detail for us to identify the content, where it appeared, the consent or form used if known, 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 raise a complaint on your behalf if you have authorised them in writing.

Stage 1 - Acknowledgement: We will acknowledge your complaint within two (2) business days, confirm the matter we have understood, and provide the name and contact details of the person handling your matter.

Stage 2 - Investigation and response: Our complaints owner will investigate, contact relevant parties where appropriate, gather evidence and provide a written substantive response with our findings, proposed resolution and any actions we will take within twenty-one (21) calendar days.

Stage 3 - Internal review: 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 within a further twenty-one (21) calendar days.

We will use reasonable endeavours to meet the timeframes above. Where a matter is genuinely complex, including where third-party input is required, we will write to you with a revised timeframe and the reason.

We keep records of 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.

We will not victimise or disadvantage any Student because they have raised a complaint in good faith.

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, the Australian Competition and Consumer Commission, the Office of the Australian Information Commissioner for privacy matters, or a court or tribunal of competent jurisdiction. We will cooperate in good faith with any external review.

We use complaint themes to improve our products, communications and operations. Aggregated, de-identified complaint metrics may be reviewed by management on a periodic basis.