Internal Disputes Resolution Policy for Australian Small Businesses

Complaint Handling Procedure

1. Introduction

Bank of America is committed to the highest ethical and professional standards. The Internal Dispute Resolution (IDR) Policy for Australia Small Businesses is designed to help BofA Securities maintain these standards while addressing Eligible Complaints in Australia.


If you are a small business based in Australia and have complaint, please let us know.

2. Scope

An Eligible complaint must arise from:

  • a contract or obligation arising under Australian law, including but not limited to privacy obligations;
  • an offer to invest that was received in Australia by a Complainant in relation to a recognised Foreign Collective Investment Scheme; or
  • a direct or indirect investment in a product through a platform which was offered in Australia.

3. Eligible Complaints

Eligible complaints under this policy include small businesses as defined by the Australian Financial Complaints Authority (AFCA) which include small businesses that have less than 100 employees at the time of the act or omission by the financial Firm that gave rise to the complaint.

4. Complaints process

Making a complaint

If you have a complaint about Bank of America, National Association, Merrill Lynch Equities (Australia) Limited, Merrill Lynch Futures (Australia) Limited, Merrill Lynch Markets (Australia) Pty Limited, Merrill Lynch (Australia) Nominees Pty Limited and you are a small business, you can lodge your complaint to your Bank of America contact, or by phone or email.


Please see our complaint contact details below:


Phone: +61.2.9225.6500


Address: Level 34, Governor Phillip Tower

              1 Farret Place

              Sydney, NS 2000




If you need any help in making a complaint, please contact us on the above email address or phone number we can arrange for you to be provided with assistance.


Acknowledgement and Response

Once we have received your complaint we will aim to acknowledge your complaint within 7 calendar days. We will further provide you with a response to your complaint outlining the outcome of our internal investigations within 30 calendar days.

5. External dispute resolution

If you are not satisfied with the resolution, you can lodge a complaint with Australian Financial Complaints Authority (AFCA), which is an impartial and independent external resolution scheme.


AFCA’s role is to assist consumers and small businesses to reach agreements with financial firms about how to resolve their complaints.


You can contact the AFCA on:




Phone: 1800.931.678 (free call)




In writing to: Australian Financial Complaints Authority

                    GPO Box 3

                    Melbourne VIC 3001