If you are concerned about your financial position and feel that you are struggling or may struggle to meet your financial commitments, we may be able to assist you.

What is financial difficulty?

Where your circumstances have changed and you are willing to meet your repayments but are unable to. Common examples of difficulty may include but are not limited to the following:

  • Loss of employment

  • Reduction in income

  • Injury or illness

  • Relationship separation

  • Domestic violence

  • Natural disaster

If you are unsure of whether you are experiencing difficulty, please don’t hesitate to contact our Customer Assistance Team.

How can we assist?

We have a dedicated Customer Assistance Team who are here to help customers that are experiencing financial difficulty in meeting their commitments, whether those commitments are in respect of a personal/car loan or a home loan.

Once an application has been received, the team will review your financial situation and where necessary contact you for further supporting documentation. An assessment will be completed and the assistance that we may offer will depend on your personal circumstances. We will review and consider any reasonable and mutually acceptable proposal you suggest.

Financial assistance is approved on a temporary basis, provided that we reasonably expect that you will be in a position to meet your financial obligations following our assessment and in the future.

Assistance may include options such as:

  • Temporary deferral of loan repayments

  • Capitalisation of arrears

  • Extending the term of the contract

  • Providing interest only repayment options

Redraw Options

If you’ve been paying more than the scheduled repayments into your home loan or personal loan you might be able to access these funds via a redraw. To find out more about this you can contact our General Enquiries Team on 1300 55 72 72 or speak to your local branch manager.

Making payments

Automated payments that have been created as a transfer order or from an external institution will remain in place. It is important if possible to continue to make repayments to your loan or credit card whilst your application for financial assistance is being considered. 


Term Deposits

If you have a BOQ term deposit account, you can submit a Notice of Withdrawal with your nearest branch to obtain access to your funds after 31 days.  In circumstances where you are in financial difficulty, your branch can talk to you about financial difficulty options relating to these accounts. We've also put together a Fact Sheet that you can access here.

How to apply 

  • Call the Customer Assistance Team on 1800 079 866 8.30am - 5pm Monday to Friday (AEST), or 
  • Download the application form that applies to you below and post it to: Customer Assistance Team, GPO Box 898, Brisbane QLD 4000
  • Email: CustomerAssistanceTeam@boq.com.au


More information

If you would like further information on how BOQ may be able to assist you during financial difficulty or would like assistance with completing an application, please call our toll-free hotline number 1800 079 866 and speak to one of our team members. 

Alternatively, you can complete a paper application and submit it at any BOQ branch or post it directly to the Customer Assistance Team at the listed address.

If you are not satisfied with the assistance provided, you can contact our Customer Relations team.

You may find the following websites helpful, which provide information on managing your finances.