Your Customer Advocate
BOQ has a Customer Advocate to champion fairness for you{sub-heading}
What we do
At BOQ, we are committed to building relationships with our customers based on trust and transparency. As part of this commitment, we have appointed a dedicated Customer Advocate who operates independently from our business operations.
The Office of the Customer Advocate is here to be the voice of our customers, ensuring they are heard, understood, and treated fairly. The Office of the Customer Advocate supports the Bank to make better decisions and inserts challenge to ensure processes, products and practices are fair for customers.
Meet your Customer Advocate
Ben Griffin is your Customer Advocate. Supported by the Office of the Customer Advocate, Ben advocates for customers independently within BOQ to ensure their voice is heard and understood.
Ben joined BOQ in April 2022 and reports directly to the Managing Director and Chief Executive Officer.
Prior to joining BOQ, Ben held senior leadership positions in the financial services industry and was the independent chairperson of a Queensland not-for-profit community housing organisation.
Ben is an industry member of the Australian Banking Association's Consumer Outcomes Group, an independent director of a not-for-profit Indigenous affairs organisation and is a regular contributor to community forums that support people experiencing vulnerability.
The Office of the Customer Advocate has a particular focus on:
- facilitating fair outcomes with a focus on making things easier
- identifying opportunities to improve the Bank’s products, services, systems and processes
- advocacy and insights to deliver fairness for customers that align with community expectations
- supporting BOQ Group customers experiencing vulnerability
- working closely with consumer advocates and community organisations.
How to seek help with a complaint
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The role of the Customer Advocate does not involve reviewing escalated individual complaints or banking matters at the request of BOQ Group customers.
- If you have a complaint, our dedicated Customer Relations team can assist you further. You can contact the team on 1800 663 080 or via BOQ’s online complaint form.
- If you're unhappy with our response to your complaint you can approach the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent external complaint resolution service to our customers.
How to contact your Customer Advocate
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Our customer service team are here to help you with your personal banking enquiries, from Internet Banking support, to activating your card or reporting a lost or stolen card. Click here to contact us.
If you have questions or comments that do not involve an individual complaint or personal banking matter, you can contact BOQ Group’s Customer Advocate Office by:
- Email: Click here or
- Post: Send a letter to BOQ Customer Advocate Office, Reply Paid 2258, Brisbane QLD 4001.
We will endeavour to acknowledge your correspondence within 3 business days of receipt and will respond or put you in touch with the right team at BOQ generally within 7 business days.