BC Invest Customer Support FAQs

We understand that unexpected events can affect your finances, personal circumstances or ability to manage your account. These FAQs explain how BC Invest can help you if you are experiencing financial difficulty, vulnerability, fraud or scams, or if you have a complaint or privacy concern.

This information is general in nature and should be read together with your loan contract, Credit Guide, Privacy Policy and any other information we provide to you.

Contact BC Invest

General enquiries:
Phone: (03) 9111 5533
Email: customercare@bcinvest.co
Post: Level 9, 101 Collins St, Melbourne Vic 3000

Financial assistance:
Phone: (03) 9111 5533
Email: financialassist@bcinvest.co

Complaints:
Phone: (03) 9111 5533
Email: customercare@bcinvest.co

Australian Finance Industry Association (AFIA)

What is AFIA?
The Australian Finance Industry Association (AFIA) is the peak body representing finance providers across Australia.

BC Invest and the AFIA Code
BC Invest is a member of AFIA and is committed to complying with the applicable requirements of the AFIA Finance Industry Code of Practice (the Code). The Code sets standards for customer service, fairness, transparency and support for customers experiencing financial difficulty or vulnerability.
You can view the Code by clicking  AFIA Finance Industry Code of Practice.

Fraud and Scams

How can I tell if a message or call from BC Invest is genuine?
Be cautious if you receive an unexpected phone call, email, text message, or social media message asking you to:

  • provide passwords, PINs or security codes;

  • provide banking credentials;

  • allow remote access to your device; or

  • transfer money urgently.

BC Invest will never ask you for passwords, PINs or security codes through an unsolicited message. We will also never ask you to make payments using gift cards, stored value cards or similar payment methods.

What should I do if I think I have been contacted by a scammer pretending to be BC Invest?
Do not click on links, download attachments, provide information or transfer money.
Instead:

  1. Stop communicating with the person.

  2. Contact BC Invest directly using the contact details on our website.

  3. Contact your bank immediately if you believe your account has been compromised.

  4. Consider reporting the matter to Scamwatch, IDCARE or the police.

What should I provide when reporting suspected fraud?
Please provide:

  • your name and contact details;

  • your account or contract number (if known);

  • details of what occurred;

  • relevant date and times; and

  • any supporting emails, screenshots, phone numbers or transaction information.

This helps us investigate and respond as quickly as possible.

Financial Difficulty and Hardship Assistance

What is financial difficulty?
Financial difficulty can arise when a change in your circumstances makes it difficult to meet your repayments or other obligations.
This may occur because of:

  • change in income or employment;

  • illness or injury;

  • relationship breakdown;

  • natural disasters;

  • unexpected expenses;

  • or other personal circumstances.

You do not need to wait until you miss a repayment before contacting us.

What should I do if I am struggling to make repayments?
Please contact us as soon as possible on 03 9111 5533 or email financialassist@bcinvest.co.
The earlier you contact us, the sooner we are to be able to understand your situation and discuss potential support options.

What support may be available?
Support will depend on your circumstances and the information you provide.
Assistance may include:

  • potential repayment arrangements, where appropriate;

  • changes to repayment arrangement;

  • time to provide additional information;

  • referral to free support services; or

  • other assistance that may help you get back on track.

Not every option will be available in every situation, but we will consider your circumstances fairly and individually.

What information might BC Invest ask for?
We may ask for information that helps us understand your circumstances, including information about:

  • income and expenses;

  • employment or business circumstances;

  • assets and liabilities; and

  • the event that has contributed to the difficulty you are experiencing.

We will only request information reasonably necessary to assess your situation.

Can someone act on my behalf?
Yes.
You may nominate an authorised representative, such as a family member, lawyer, accountant, financial counsellor or support worker, to communicate with us on your behalf.
We may ask for evidence of your authority before discussing your account.

Customers Who May Need Extra Support

What does vulnerability mean?
Vulnerability can happen to anyone and may be temporary or ongoing.
Examples may include:

  • serious illness or injury;

  • disability;

  • mental ill-health;

  • family or domestic violence;

  • financial abuse;

  • language or literacy barriers;

  • bereavement;

  • homelessness

  • natural disasters; or

  • other personal circumstances.

How can BC Invest support me?
If you need additional assistance, please let us know.
We will treat you with respect and sensitivity and consider practical ways to help, such as:

  • allowing additional time to pay or varying your payment arrangements;

  • contacting you only on your preferred contact method (where-ever possible);

  • communicating with your authorised representative; or

  • referring you to appropriate support services.

What if I need assistance communicating with BC Invest?
Please let us know if you have hearing, speech, vision, language or accessibility needs.
We will consider reasonable ways to support communication, which may include working with interpreters, the National Relay Service or an authorised representative.

What if I am experiencing financial abuse or coercion?
If another person is using, or attempting to use, a BC Invest product or account to cause you financial harm, please tell us.
We will consider what reasonable steps may be available to help reduce harm and support you.
If you are in immediate danger, call 000.

Complaints and Disputes

How do I make a complaint?
You can make a complaint by:
Phone: 03 9111 5533
Email: customercare@bcinvest.co  

Please tell us:

  • what happened;

  • the outcome you are seeking; and

  • any information that may help us review your concern.

You can make a complaint yourself or through an authorised representative.

What can I complain about?
You can complain about:

  • our products or services;

  • our employees or representatives;

  • communications;

  • hardship assistance;

  • Collections activity;

  • fees;

  • privacy concerns; or

  • any aspect of how we have dealt with you.

What happens after I make a complaint?
We will acknowledge, review and investigate your complaint and may contact you for additional information if required.
We will respond in accordance with our legal obligations and our internal dispute resolution process.
For information about complaint handling timeframes, please refer to our Customer Complaints Policy.

What if I am not satisfied with the outcome?
If you aren't satisfied with our response, you may contact the Australian Financial Complaints Authority (AFCA), an external independent dispute resolution scheme.

Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
Email: info@afca.org.au
Web: afca.org.au

AFCA’s services are free to consumers.

What if I believe BC Invest has not complied with the AFIA Code?
You should contact us first so we can review your concern.
You may also report an alleged breach of the AFIA Code to the AFIA Finance Industry Code Compliance Committee who monitors compliance with the Code but does not resolve individual customer disputes. More information is available through AFIA.

Privacy and Privacy Complaints

How does BC Invest handle my personal information?
We manage personal information in accordance with our Privacy Policy and applicable privacy laws. This may include collecting, using and disclosing information to:

  • assess applications;

  • manage accounts;

  • verify identity;

  • respond to enquiries;

  • consider hardship requests;

  • investigate complaints;

  • comply with legal obligations; and

  • help protect customers from fraud and scams.

Our Privacy policy contains details of how to make a complaint, access or request correction of your personal information, you can access the BC Invest Privacy Policy here.

How does BC Invest protect my information?
We take reasonable steps to protect personal information and data from misuse, loss, unauthorised access, modification or disclosure.
We may also ask you to verify your identity before we discuss your account or make changes to your details.

Can I make a privacy complaint?
Yes.
If you are concerned about how BC Invest has handled your personal information, please contact us:

Email: customercare@bcinvest.co  
Phone: 03 9111 5533

Please provide details of your concern and the outcome you are seeking.

Can I request access to or correction of my personal information?
Yes.
You can request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.
We may need to verify your identity before processing your request.