Boost to Buy Scheme - Feedback and Complaints

Use the Boost to Buy Feedback and Complaints Form below to submit feedback, suggestions, compliments or complaints about the Boost to Buy Scheme. In the form you can indicate whether your submission is feedback or a complaint and provide relevant details to QRIDA.

You can only submit a complaint if you are an applicant or participant in the Scheme. All other submissions are regarded as feedback. Feedback will be passed on to the policy owner. You will receive an acknowledgement email that your feedback has been received, however, no further communication will be provided.

You may include contact details if you would like a response. Anonymous submissions are also accepted however we will not be able to respond to you.

Yes, you may. However, if you choose to remain anonymous, we will not be able to contact you for follow-up or to notify you of an outcome specific to your submission. For complaints that require review or remediation we recommend providing your contact details.

You can only submit a complaint if you are an applicant or participant in the Scheme. You should include as much detail as you can to help with the assessment and resolution of your complaint, for example:

• your name and contact details
• your QRIDA client number
• relevant dates (application date, lender assessment date, QRIDA decision date)
• names of staff you have been dealing with
• a clear description of the issue and the desired outcome
• mention of any supporting documents you can provide on request.

If you have a complaint about a decision made, or an action by the lender, please submit the complaint directly with the lender and the complaint will be managed in line with their internal dispute resolution process.

Aside from being reviewed by QRIDA as the administrative services provider for the Scheme, any feedback and complaints you submit through the Boost to Buy Feedback and Complaints Form may be shared with the following delivery partners:

• Queensland Treasury, as the 'policy owner', and
• Queensland Treasury Corporation, as the 'scheme provider'.

You will receive an acknowledgement of receipt within two business days, to your nominated contact email address. The feedback or complaint will be logged and assessed. QRIDA may contact you for more information and may refer the matter to the policy owner or scheme provider where relevant. The acknowledgement will include expected timeframes for each step, and once the assessment is complete you will be informed of the outcome and any actions taken.

You can generally expect a complaint will be assessed and an outcome communicated within 30 business days. In cases where the complaint is deemed particularly complex, it may take up to 70 business days for this to be reached. Privacy complaints and human rights complaints will be assessed and an outcome communicated within 45 business days. 

QRIDA will provide information around the timeframes applicable to your complaint via email from boosttobuycomplaints@qrida.qld.gov.au directly to you as part of the process.

If you are dissatisfied with the outcome of your complaint, the formal response you receive will explain how to request a review. This may include an internal review by the scheme delivery partners or escalation to external independent review agencies such as the Office of the Queensland Ombudsman or the Queensland Human Rights Commission.

Clarify with the lender the reason(s) you were considered ineligible, including any specific factors that may have affected the decision (for example, income, property value or other scheme eligibility rules). If you still disagree or believe an error occurred, you can use the lender’s internal dispute resolution process or submit feedback via the Boost to Buy Feedback and Complaints Form regarding eligibility under the Scheme.

Appointments with the lender are limited. If appointments have already been closed, then unfortunately the places for this round have been filled.

All feedback is collected, reviewed and considered as part of ongoing Scheme monitoring and improvement. Changes to the Scheme require policy decisions and may not be implemented immediately or at all, however aggregated feedback has the potential to help shape future policy.