Frequently asked questions: eStatements and Statement Preferences

 

 

 

What are eStatements?

eStatements are electronic versions of your account statements for accounts that can be accessed through BOQ Internet Banking. You will autmatically have access to eStatements on those account in addition to receiving paper statement in the main in the usual manner. If you wish to stop receiving paper statements please see "How can I stop receiving paper statement in the mail and go paperless?".

 

For internal operational purposes and to protect the privacy of joint account holders, postal address details have been removed from eStatements (excluding credit card statements). If you require a paper copy of your statement indicating your postal address, please call our us on 1300 55 72 72 or visit your nearest branch.

 

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Will there be a cost to retrieve eStatements?

eStatements will be available free of charge and can be downloaded, printed or saved.

 

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Am I eligible for eStatements?

If you have access to BOQ Internet Banking you will be able to view eStatements for term deposits, transaction accounts or loan accounts that are linked to your Internet Banking profile. Therefore to access eStatements, you will need to be registered for Internet Banking. If you are a delegated user, you will only be able to access eStatements for accounts where you are currently able to view the transaction history.

 

Please note: You will not be able to access Credit Card accounts through the new eStatements functionality. To view your Credit Card eStatements, you will need to access the existing Q Rewards / Other Cards Functions link within Internet Banking.

 

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How far back can I view eStatements via Internet Banking?

The eStatements functionality allows you to view, print or save a minimum 7 years of Statements for accounts that are linked to your Internet Banking profile.

 

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Are eStatements secure?

Yes, eStatements are secure and can only be accessed via Internet Banking.

 

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Can third parties, such as accountants or personal assistants access my eStatements?

Yes, if they have been given Internet Banking access as a delegated user.

 

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What are paperless statements?

Paperless statements are statements for eligible accounts visible in Internet Banking only, where you have chosen not to receive a statement in the mail. Paperless statements are delivered as eStatements via Internet Banking.

 

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How can I stop receiving paper statements in the mail and go paperless?

If you wish to stop receiving paper statements in the mail you need to register for paperless statements and select each account that you no longer want to receive paper statements for. There are 2 ways to register for or activate paperless statements:

 

  • Log on to Internet Banking and access the Statement Preference screen by navigating to "More", "Other Services", "Statements", "Statement Preferences". Select the accounts you would like to register for paperless statements and click "Accept".
  • Visit your local BOQ Branch (you must be registered for Internet Banking to register for paperless statements in branch) and complete a Paperless Statement Activation Form.

 

If you require assistance to register for paperless statements via Internet Banking, please call our Customer Contact Centre on 1300 55 72 72. They’re open 24 hours a day, 7 days a week.

 

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How does the statement preference (registering for paperless statements) work for my joint accounts?

If you have a joint account, all joint account holders must activate paperless statements by changing their statement preference to paperless in order to "go paperless" on the eligible joint account. You (or the person(s) who ordinarily receive(s) paper statements) will continue to receive paper statements until all joint account holders have changed their statement preference to paperless on that account. In order to change their statement preference, all joint account holders must be registered for Internet Banking. 

 

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How will I know when my new statements are available to view?

We will send an “eStatement alert” to the primary account holder’s nominated email address and secure mail using our Online Banking secure mail service advising that your eStatement is available to view. The primary account holder can also opt to receive an SMS when a new statement is available to view by activating “Alert for New Statements” in SMS settings. 

 

You should check your Internet Banking regularly for eStatements and the primary account holder should check their email regularly for eStatement alerts. Also, it's important that the primary account holder keeps their email address up to date so we can tell them when the next eStatement is available to view.  

 

Please note: eStatements will not be sent to you via email. To view, print or save your eStatements you must log on to Internet Banking.

 

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Why am I still receiving paper statements even though I have changed my statement preference?

There are a number of reasons why you may still be receiving a paper statement in the mail.

 

If you are the primary account holder, has your email address changed? Have you notified us? It's important to keep your email address up to date, in order to be able to or continue to receive eStatements and eStatement alerts.

 

Also, if the account you have changed the statement preference for is a joint account, all joint account holders must change the statement preference to paperless before the person(s) who ordinarily receive(s) paper statements stop receiving paper statements. This means that paper statements will continue to be sent to the person(s) who ordinarily receive(s) paper statements until all joint account holders have activated paperless statements on the eligible account.

 

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Can I go back to receiving paper statements?

Yes, customers can go bakc to paper statements at any time. Simply change your statement preference via BOQ Internet Banking, visit a branch or call us on 1300 55 72 72.

 

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Will my accountant or other third party continue to receive paper statements?

If you have previously requested a statement be sent to your accountant or another third party, this statement will no longer be sent if you change your statement preference to paperless.

 

If you would like your accountant or another third party to continue to receive a statement, you have 3 options:

 

  1. You can create the accountant or other third party as a delegated user on your Internet Banking profile and allow them access to view the relevant accounts.
  2. You can manually send a copy of the statement to your accountant or other third party once you have downloaded it from Internet Banking. eStatements will be available as a PDF and can be printed, saved or emailed if required.
  3. Do not activate paperless statements for the account and allow the paper statement to continue to be sent to your accountant or other third party.

 

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When will I receive my eStatements?

You (or the person(s) who ordinarily receive(s) paper statements) will continue to receive eStatements in the same frequency as you/they received paper statements.

 

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What happens if I close my account?

A final statement will printed and posted to you.

 

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If your question is not answered by these FAQs or you have other questions regarding BOQ Internet Banking, please contact our Customer Contact Centre on 1300 55 72 72  (+617 3336 2420 if you are calling from outside Australia) or email us.