Important information

Banking Code of Practice and ePayments Code

The Banking Code of Practice (the Code) regulates how we communicate with our customers and handle customer complaints and our obligations to assist customers who may be experiencing financial hardship or other personal circumstances impacting their financial position. Compliance with the Code is monitored by the Banking Code Compliance Committee (BCCC), an independent organisation whose role is to ensure subscribing banks are honouring their commitments to customers as set out in the Code.

Break costs

A fixed rate loan gives you the certainty of knowing exactly what your repayments will be for the term that you choose. If variable rates rise and you are on a fixed rate loan you won’t face higher repayments. On the flip side, when variable rates fall and you have a fixed rate loan, you do not receive the benefit of lower rates and repayments.

Cancelling a pending direct debit payment

If you wish to cancel a direct debit payment that has been processed to your BOQ Specialist account, you can give our 24/7 Client Service Centre a call on 1300 160 160 or send us a secure message via Online Banking. If the payment is due to be processed from your account within the next 48 hours, we can still process your request, however, we cannot guarantee the success of the cancellation. As an extra assurance, we recommend you reach out to the third party provider that you have authorised to debit your account.

Complaints, compliments and suggestions

We strive to offer our customers exceptional service.  We really appreciate it when our customers let us know when we have done a great job and also when they believe we can offer a better customer experience next time.

Closing your accounts

While we don’t want to lose you as a valued customer, if you wish to close your account you can give our 24/7 Client Service Centre a call on 1300 160 160 or send us a secure message via online banking.

Before closing your account, please consider the terms and conditions that apply to that product. You may want to consider if one of our other products may be better suited to you.

If you think that you may have difficulty meeting your financial commitments please let us know so that we can assess your situation and see how we can best assist. We look at each case individually to consider whether and how we can best help based on your circumstances.

Inclusive and accessible banking

As subscribers to the Banking Code of Practice, we are committed to providing banking services which are inclusive of all people. This means that we aim to make sure that all our products and services are accessible and easily understood. Please call us on 1300 160 160 to find out how we can make your finance and banking easy.

We place the highest priority on your online security; however you need to take some basic precautions when using the Internet and banking online, to protect your identity, your information and your finances.

Privacy Policy

Our Privacy Policy sets out our policy relating to collection, use, disclosure and protection of your personal information.

Terms and conditions

Read the terms of use for our Website.

Transaction disputes and chargebacks

If you find a transaction on your credit card or debit card statement or receive an SMS for a transaction that you do not recognise or believe to be incorrect, we can assist.

Switching to BOQ Specialist

Everything you need to know about switching your banking to BOQ Specialist.