Had an issue with BCF? Get a real response.
How to submit a complaint with BCF
Facing an issue with your Boating, Camping, Fishing (BCF) purchase or experience? Submit your complaint through the fastest channels: Phone (1300 880 764), go to live chat on bcf.com.au, use the email form, or visit in-store service desks.
Be prepared with order details, receipts, and photos for product issues. Clearly state the problem and your desired outcome (refund, replacement, or repair). Use polite but firm language, request a case reference number, and follow any return instructions.
If you’re a Club BCF member, mention it — they can track your purchase history even without a receipt.
Once logged, BCF complaints receive a reference number and are handled by frontline staff. Simple issues (refunds, replacements, minor service complaints) are often resolved immediately. More complex cases may involve warranty teams, finance staff, or store/regional managers. Typical timelines:
- Immediate/24 hrs → Refund issued or product replaced.
- Within a few days → Returns processed and refunds confirmed.
- Up to 14 days → Mail-in returns assessed and refunded.
Communication is done via your preferred channel. If delays occur, follow up with your reference number — persistence often speeds up resolution.
Common complaints against BCF
BCF complaints most often involve:
- Refund delays → Online order cancellations or returns taking weeks to refund.
- Product quality & warranty → Faulty camping gear, electronics, or mis-sold items.
- In-store service → Rude or unhelpful staff, particularly around LPG gas refills.
- Payment glitches → Gift cards not applying, double-charges, or checkout errors.
- Club BCF loyalty issues → Points not tracked or underwhelming rewards.
Most are resolved once raised, but customers note that communication lapses cause the biggest frustration.
Complaints submitted through Ajust
How other consumers BCF complaints got resolved
Faulty Gear → A customer's broken camping generator was replaced in-store immediately under warranty.
Poor Store Service → A customer's gas bottle refill was wrongly refused. BCF apologised and retrained staff.
Gift Card Glitch → Gary lost $50 due to a payment system error. This went unresolved due to lost card details, highlighting the need to keep gift cards until used.
If your issue isn’t fixed by frontline staff:
- Ask for a supervisor during your call or chat.
- Contact head office via the 1300 number or online form (mark it “Formal Complaint – Escalation”).
- Social media escalation → Public posts often trigger faster responses.
- Store-level escalation → Ask for the area manager if a store complaint isn’t resolved.
- Document everything with case references, names, and dates.
Loyalty members and long-term customers often receive prioritised responses when escalating.
If escalation with BCF fails, you can rely on Australian Consumer Law (ACL) — products must be of acceptable quality and fit for purpose. Your options:
- Fair Trading / Consumer Affairs → Lodge a free complaint via your state agency (e.g., NSW Fair Trading, Consumer Affairs Victoria).
- ACCC → Report systemic issues (not individual cases).
- Small claims tribunals (e.g., NCAT, VCAT, QCAT) → Enforce refunds or compensation.
- Chargebacks → Ask your bank to reverse payments if refunds are not honoured.
BCF usually resolves issues before external escalation, but knowing your rights gives you leverage.
- Contact BCF Customer Service → bcf.com.au/contactus
- Help Centre → bcf.com.au/customer-service/help-centre.html
- Returns & Exchanges Policy → bcf.com.au/customer-service/returns.html
- Store Locator → bcf.com.au/stores
- Product Recalls & Safety Notices → bcf.com.au/product-safety-recalls
- ACCC Consumer Help → accc.gov.au
BCF Complaints FAQs
You’ve done your part, now it’s time to hold BCF accountable.
Take the final step and submit a complaint that gets seen and responded to.