What we do

At BOQ, we are dedicated to building relationships with our customers based on trust and transparency.

To help advocate for our customers, we have appointed a dedicated Customer Advocate who operates independently from our business operations.

The office of the Customer Advocate has a particular focus on:

  • Making things easier for customers by helping to facilitate fairer outcomes;
  • Identifying opportunities to improve the Bank’s products, services, systems and processes;
  • Championing the voice of the customer internally; and
  • Supporting BOQ’s vulnerable customers.

    The complaints process

    If you have a complaint or concern, please visit the feedback-and-complaints page, which provides information on how we can assist you with your complaint. It also includes information on how you can raise your issue with the Australian Financial Complaints Authority (AFCA). AFCA provides a free, independent external dispute resolution process.