Know Your Customer (KYC) team
1300 624 718
Monday – Friday 8:30am – 4:30pm AEST
At BOQ Specialist, we’re committed to keeping our customers information safe and secure. As part of this ongoing commitment, we’re required by law to confirm your personal details from time to time - even if nothing has changed. It’s part of a process called ‘Know Your Customer’ (KYC), which helps us keep your account safe and protect against financial crime.
Confirming your details is not just a regulatory requirement; it's a vital step in protecting your information and banking.
Confirming your personal and business details helps us:
Even if your details have not changed, we are still required to confirm these with you from time-to-time.
When the time comes to confirm your details, we’ll contact you via email, phone, or letter. You can then review and confirm your information using one of the following methods:
If you’ve been contacted and need assistance, simply
We may ask you to confirm:
In some cases, we may also need:
What we will never ask for:
It’s important to stay vigilant when it comes to confirming your information. To help you identify legitimate BOQ Group communications:
If you’re unsure about a message,
BOQ Group is the parent company of Bank of Queensland (BOQ), BOQ Specialist, BOQ Finance, Virgin Money (Australia) and ME Bank. You may hear from BOQ Group when we carry out important activities that apply across our family of brands.
Protecting your personal information is important to us. We take extensive steps to ensure your personal information is protected, using robust security systems and strict confidentiality protocols. To learn about how we store and handle your personal information, please refer to our Privacy Policy.
If you need support or more time to complete your KYC check:
We understand that some customers may need extra help. If you need support with accessible banking or have other personal circumstances that makes it difficult to complete the request, our dedicated Know Your Customer (KYC) team is here to support you.
Please call us on 1300 624 718 or +61 7 3022 5414, Monday–Friday 8.30am–4:30pm AEST and let us know how we can assist.
For more information on accessible banking, visit our accessible and inclusive banking support page.