E: baplink@baplink.org.au   –  P: 1800 650 062 (Toll Free)

    Complaints and Customer Relations

    If you have a complaint, suggestion or compliment, please get in touch with our Baplink team. We’re here to help. 

    Email Us

    Our Office

    QB Centre, 37 Redgum Place, Gaythorne QLD 4051
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    Open Office Hours

    Monday to Friday:  8.00am – 4.00pm
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    Get in Touch

    Phone: 1800 650 062
    Email: baplink@baplink.org.au

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      Are you dissatisfied with some aspect of Baplink’s services? If so, we welcome the opportunity to make things right. Your complaint will be handled according to our Complaints Policy and in a manner consistent with Biblical principles and values. Please use the Contact Us form on our website, email us at baplink@baplink.org.au or call us on 1800 650 062 (free call).

      This process will always be free of charge to you.

      We will:

      • Begin from the position that we are brothers and sisters in Christ;
      • Take the time to listen carefully to you and clearly understand your specific concerns;
      • Act with absolute honesty and integrity at all times in our dealings with you;
      • Be consistent and fair in our handling of your complaint;
      • Keep you informed about the progress of your complaint;
      • Apologise and make rectification should we have done the wrong thing;
      • Act without delay;
      • Cooperate with the Australian Financial Complaints Authority should this be required; and
      • Learn from the complaints we receive and ensure that our senior management is aware of any significant issues that are revealed as part of this process

      What happens after you make a complaint?

      1. We will acknowledge receipt of your complaint if it cannot be resolved immediately.
      2. We will investigate.
      3. We will work with you to find an outcome that is fair and reasonable in the circumstances, having regard to regulatory obligations and AFCA principles.

      If you’re unhappy with our handling of your complaint, you may also lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides a free, fair, and independent complaint resolution service:

      Website: www.afca.org.au/make-a-complaintEmail: info@afca.org.au
      Phone: 1800 931 678 (free call)
      Address: GPO Box 3, Melbourne, Vic 3001

      Our AFCA membership details are:

      Name: The Baptist Union of Queensland T/A Queensland Baptists
      ABN: 59 241 212 544
      Member number: 36287
      Date joined: 8 May 2015