Know Your Customer

Know Your Customer

At ME, 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. 

Why this matters

Why this matters

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.

How ME will ask you to confirm or update your details

How ME will ask you to confirm or update your details

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:
  • Secure Online Portal: You may receive an email from BOQ Group email address, the parent company of ME. Check that the email is genuine and does not request anything listed in our 'What we will never ask for' section below.  
  • Phone: A member of our Know Your Customer (KYC) Team may call you directly to guide you through the review and confirmation process.
If you’ve been contacted and need assistance, simply
  • ​Call our KYC team on 1300 130 106 or +61 7 3215 5106
    Monday–Friday 8.30am–4:30pm AEST, excluding national public holidays.

Information you may need to confirm

Information you may need to confirm

We may ask you to confirm:
  • Full name (including middle names)
  • Former name / other names known by (e.g. maiden name)
  • Date of birth
  • Country of citizenship
  • Residential address and Postal address
  • Occupation or business details
  • Business name, ABN, and names of authorised representatives or beneficial owners (if applicable)
In some cases, we may also need:
  • A valid form of ID (e.g. drivers licence or passport)
  • Proof of address (e.g. utility bill or bank statement)
  • Supporting documents for your business (if applicable)
  • Additional information to help us better understand your banking needs.
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:
  • We will never ask for your online banking password, card details, or security codes.
  • We will never request a transfer or ask you to increase payment limits.
  • We will never ask you to reply to an email with your personal or financial information.
  • We will never ask you to share one-time-verification codes 
  • We will never ask you to share copies of your identification documents via email. 

If you’re unsure about a message, 
  • Call our KYC team on 1300 130 106 or +61 7 3215 5106
    Monday–Friday 8.30am–4:30pm AEST, excluding national public holidays.

About BOQ Group

About BOQ Group

BOQ Group is the parent company of ME BankBank of Queensland (BOQ)BOQ SpecialistBOQ Finance, and  Virgin Money (Australia).

You may hear from BOQ Group when we carry out important activities that apply across our family of brands.

Your privacy matters

Your privacy matters

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.

Need help?

Need help?

If you need support or more time to complete your KYC check:
  • Call our KYC team on 1300 130 106 or +61 7 3215 5106
    Monday–Friday 8.30am–4:30pm AEST, excluding national public holidays.

If you need extra support

If you need extra support

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 and let us know how we can assist.

Call our KYC team on 1300 130 106 or +61 7 3215 5106
Monday–Friday 8.30am–4:30pm AEST, excluding national public holidays.

For more information on accessible banking, visit our accessible and inclusive banking support page.

Good chat.

Have questions? We offer a number of ways to get in touch with us for a high quality support, including a call centre located right here in Australia.

Know Your Customer (KYC) Team
Monday – Friday
8:30am – 4:30pm AEST

1300 130 106

Monday to Friday 8am–8pm
Saturday 9am–5pm
(AEDT) Excluding public holidays.

13 15 63

Meet ME in the mobile app
Monday to Friday
8am - 8pm (AEDT)
Saturday 9am - 5pm (AEDT).

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