At BOQ we are committed to providing customers with innovative and socially responsible banking solutions along with the best possible customer service experience.

Enhanced customer value

• BOQ has formed an alliance with Cuscal Limited to allow BOQ customers to access rediATMs, one of the largest ATM networks in Australia, which provides our customers with greater convenience and accessibility to ATMs. Most importantly, our customers can also access the ATMs on this large network, as well as any BOQ branded ATMs, all free of direct charges.
• We recently launched a foreign exchange payment facility as an additional Internet Banking feature, making it even easier for customers to create and send international and domestic telegraphic transfers (also known as Real Time Gross Settlement), at their convenience online.
• As part of a pipeline of new products to be launched in the near future, BOQ announced an innovative, market-leading product, called the Save To Win Account. Customers will earn a small amount of interest on their savings, plus get the chance to enter into a monthly cash draw to win a major prize of at least $20,000 and lots of smaller prizes too.

Owner-Managers ensure personal service

Our unique and highly efficient Owner-Managed Branches (OMB)^® ensure BOQ customers receive a more personalised service than that offered by our larger rivals. An OMB is a partnership between Bank of Queensland and a highly experienced Bank Manager who is directly impacted by the success of the branch, providing an incentive to retain their customers with quality customer service.

OMBs are genuine full-service branches which offer more convenient banking hours, committed staff with managers who are there for the long haul and preferential treatment for every customer. Services are also tailored to suit the particular community the branch is operating in.

Furthermore, BOQ is committed to ensuring employees have the skills and abilities to deliver quality customer service. To do this, the Bank offers coaching, mentoring and feedback strategies which ensure our people develop on the job. Employees are also empowered to treat customers as individuals and to take responsibility for their actions.

Privacy

BOQ is committed to respecting the privacy of our customers. The Bank only collects personal information necessary to establish and administer accounts, provide services, or to comply with the law.

Customers are entitled to obtain access to the personal information that the Bank holds on them. If at any time a customer believes that the information the Bank holds about them is inaccurate, incomplete or out of date, the Bank will, where appropriate, correct those records.

Appropriate steps are also taken to prevent misuse, loss, unauthorised access to, and modification or disclosure of customers' personal information.

Protecting against fraud

BOQ has an excellent record of keeping customer information secure. We protect our customers against fraud and keep their personal banking details secure by providing industry leading security protocols. Find out more about some of the methods BOQ uses to protect and safeguard customer information.

Complaints and dispute resolution

At BOQ we are committed to providing our customers with innovative banking solutions and the best possible customer service experience. We know that despite our best efforts, occasionally things may go wrong. If that happens we want our customers to tell us. Resolution of complaints is a priority as it gives us the opportunity to improve our service.

If the problem cannot be solved on the spot, we will let the customer know within 48 hours who is handling their complaint and how long it is likely to take for it to be resolved. We aim to resolve all complaints within five Bank business days. If this is not possible we will keep the customer informed on our progress. If a customer’s complaint cannot be resolved promptly, the BOQ Customer Relations Department will take responsibility and work with the customer to resolve the matter.

If a customer remains dissatisfied with the outcome and would like an independent review of the complaint and the result, the Bank will provide contact details for the Financial Ombudsman Service.

Financial Hardship

BOQ is committed to trying to help customers who encounter financial difficulties in relation to their credit facility. If you are currently experiencing some hardship or financial difficulty, please refer to the information in the Financial Hardship application form.

If you wish to apply to the Bank for assistance you may either download the application form, or contact the Financial Hardship team for further assistance on 1800 079 866.

Or, for credit card hardship assistance please contact the hotline number: 1300 441 287.
 
The Bank’s hardship provision policies are reviewed regularly to ensure they continue to meet our customers' needs.

Responsible lending

Lending responsibly so to reduce risk for the Bank and to protect our customers from financial hardship is fundamental to the success of our business. Following are some of the procedures in place to ensure we remain responsible when lending:

• BOQ requires at least one independent and experienced lender to view and approve every credit submission to bring objectivity and control to each decision.

• Authority to approve larger and more complex risk is restricted to skilled Risk Assessment Managers independent of line management.

• BOQ manages its portfolios to limit concentrations in terms of risk quality, geography, industry, product, maturity and large exposure aggregates. Portfolio Management allows BOQ to grade and control the size and risk profile of its loan book.

• We are committed to a program of developing line and Risk Assessment Managers so they can confidently and skilfully manage risk.

• BOQ will not provide credit for any illegal business or for purposes incompatible with the Bank’s standing in the community.

• Customers are encouraged to develop a personal relationship with their manager who can explain the terms and conditions of our products. Managers with personal relationships with their customers are also more apt at identifying and assisting customers who encounter financial difficulty.

• Our lending criteria undergoes regular and rigorous reviews.