We’re committed to better banking 

At BOQ, we are dedicated to building relationships with our customers based on trust and transparency. We endeavour to make banking easier and achieve fair outcomes through our complaints process. 

To help advocate for our customers, we have appointed Catherine Leilua as our Customer Advocate who operates independently from our business operations and complaints resolution process.

 

We want to hear from you

BOQ are committed to ensuring customers are at the heart of everything we do. We would love to hear from you if your experience with BOQ has not lived up to your expectations. 

We understand personal relationships are important to our customers. If you wish to provide feedback or make a complaint, contact your local Branch, the BOQ Contact Centre or our Customer Relations team. 

Click here to provide your feedback or make a complaint

Telephone our Contact Centre team on 1300 557 272 (7am – 7pm AEST 7 days per week)

  • What's next?

    If we are unable to resolve your complaint in the first instance, the matter can be referred to our Customer Relations team, who will work with you to understand more about the situation. If you remain unsatisfied with the outcome of our complaints resolution process, you can request an independent review by the Customer Advocate Office. The Customer Advocate Office will review your complaint impartially and make an assessment to whether the outcome and process was managed fairly and reasonably.

  • How do I contact the BOQ Customer Advocate Office?

    Email: customeradvocate@boq.com.au

    Address:

    BOQ Customer Advocate
    PO Box 898
    Brisbane QLD 4001.

    If your concerns have not been reviewed by our Customer Relations team, we may refer your complaint in the first instance.

  • What information would be useful for investigation?

    • Full Name

    • The product or service the feedback relates too

    • A summary of your feedback/complaint

    • What you would like to happen next and/or the outcome you are looking to achieve

    • Any detail of who you have spoken with (if anyone) to have this matter resolved

    • Preferred method and contact details (telephone, email, mail)

  • How long does it take?

    We will acknowledge your complaint within three days of receipt and depending on the nature of the issue, we may require additional time to investigate.

  • Where can I find more information about Customer Advocates?

    The Australian Bankers’ Association have published guiding principles for Customer Advocates. 

  • What happens if you’re still not satisfied?

    You can also contact the Australian Financial Complaints Authority (AFCA), an external dispute resolution service:

    GPO Box 3
    Melbourne VIC 3001

    Phone: 1800 931 678
    Email: info@afca.org.au
    Website: www.afca.org.au