Important information

Website Terms Of Use

Please view the BOQ Specialist website terms and conditions. Any questions, feel free to contact us via our contact us page.

Financial hardship

A sudden loss of income through redundancy or illness, and even relationship breakdowns, can have a devastating impact on your financial arrangements.

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.

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.

COVID-19 client support: We're here to help

During the evolving COVID-19 situation, our absolute priority is ensuring we take every step to look after our clients. 

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.

Client details verification

I’ve been contacted by BOQ Specialist. How do I know it’s genuine?

We are currently contacting clients whose details may need to be verified.

Terms and Conditions

Please view the BOQ Specialist website terms and conditions. Any questions, feel free to contact us via our contact us page.

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.

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.

Privacy policy

We value our partnership with you. Protecting your information and being clear about what we do with it is very important. Please read our privacy policy.

Banking Code of Practice and ePayments Code | BOQ Specialist

The Banking Code of Practice (the Code) regulates how we communicate with our client and handle complaints and our obligations to assist clients 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.

Switching to BOQ Specialist

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

Online security

BOQ Specialist place the highest priority on your online security. Protect your identity, your information and your finances. Read our FAQs for more information.

Feedback and complaints

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.

Target Market Determinations

View the BOQ Specialist Target Market Determinations (TMDs). These are are intended to help consumers obtain appropriate financial products. Any questions, feel free to contact us via our contact us page. 

Availability of payment services

Availability of Payments Services to Individuals and Businesses provided by BOQ Specialist.

Code of Operation: Government payment

The Code of Operation (the Code) is an industry code published by Services Australia. It applies to the recovery of debts from eligible Services Australia income support and Department of Veterans’ Affairs payments.  The Code has been developed to make sure you can continue to access sufficient income for basic food and accommodation, if your bank account is overdrawn.

RBA rate changes

Find more information about what an RBA cash rate increase means for clients.

Fraud and scam assistance

While most people believe they would never fall victim to a scam, it is happening more frequently as scammers become increasingly sophisticated. It is critical that you protect your personal identity and your money. Read our top tips on how to stay alert to scammers.

Scam alerts

As scammers become increasingly sophisticated it is critical that you protect your personal identity and your money. Find out about the current scams in circulation and how to identify them. 

Commercial and residential reference rates

Effective: 9 December 2022
Changes to the BOQ Specialist commercial and residential reference rates.

Product application forms

View the BOQ Specialist personal banking product application forms . Any questions, feel free to contact us via our contact us page.