Sustainability - customers

 

We’ve laid the foundations for building a truly loveable bank and our hard work is starting to make a difference.

 

Firstly, independent RFi Group research shows our customer satisfaction and advocacy scores are above the average of the major banks. We’ve also spent eight straight years at the top of East and Partners’ business banking customer satisfaction survey, and we’ve been named Relationship Bank of the Year for four successive years at the Asia-Pacific Banking & Finance (AB&F) Business Banking Awards. And finally, we were named best in class in several key customer satisfaction categories in the 2017 East and Partners’ Australian Asset and Equipment Finance Market Analysis. 

 

This is a great result for us but we know we can do more – we want to be Australia’s most loved bank. Ambitious? Sure. But by making it even easier for our customers to deal with us, growing our business the right way, finding better ways to do things and making sure our culture is built around customer service, we believe we can give people an even better experience.

 

Our competitive advantage has always been the close relationships we have with our customers. But now we’re taking it to the next level and we’ll get there by putting the customer at the heart of everything we do.

 

Customer in charge

We aim to create experiences our customers love by putting them in charge of when, where and how they choose to interact with us. The choice is always theirs. Whether that’s in one of more than 180 branches, located in every state and territory in Australia, or through our Customer Contact Centre if a phone call is more convenient. Our online and mobile banking channels enable 24 hour access to banking, or we’re always up for a chat on Facebook or Twitter.  We strive to make it easy for customers to get in touch and make things happen. 

 

Transparent products

We believe in offering customers easy to understand and use products that provide exceptional value. That’s why we’re working to create simple, transparent products that remove confusion around package structures and fees.

 

Our Clear Path home loan product launched in October 2013 is a great example of this. It offers a competitive rate to all customers regardless of how much they borrow. It was awarded the Asia-Pacific Banking and Finance’s Innovative Mortgage Product of the Year in 2014 and achieved a 5 star Canstar rating.

 

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.

 

Safe and secure

BOQ is a 140-year-old full service financial institution with more than 180 branches across every state and territory in Australia. BOQ is listed on the ASX, regulated by APRA as an Authorised Deposit-taking Institute and currently ranked among the top 100 companies by market capitalisation on the ASX.

 

Find out more about how we keep your funds safe and secure

 

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 hardship or financial difficulty, please refer to the financial hardship assistance page.