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Enjoy up to $5k in valuation fees waived plus a $500 Visa e-gift card on new eligible business loan applications. Limited time offer. T&Cs and eligibility criteria apply.¹

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Platinum Rewards Credit Card

Platinum Visa Credit Card

Enjoy the benefits of our most rewarding credit card with Complimentary Insurances1 and our highest Q Rewards® Points earn rate.4

Apply Now

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On 1 October 2026, the Q Rewards® Portal will be undergoing maintenance. During this time, redemptions will not be available online or via our contact centre. We apologise for any inconvenience caused.

Applications for new BOQ Credit Cards will be temporarily unavailable between 30 September 2026 (11:30pm) and 1 October 2026 (9am).

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Offer

100,000 Bonus Points Offer

Earn 100,000 Q Rewards® Bonus Points when you spend $4,500 on Eligible Transactions within 90 days from approval.6
Annual fee of $75 for the first year, and $149 after that.8
0% p.a. on Balance Transfers for 12 months with a 3% Balance Transfer Fee.7 Reverts to Cash Advance rate thereafter.

Apply Now

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Up to 44 days interest free

Interest free period on retail purchases2

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Q Rewards®

Earn 3 Q Rewards® Points per $1 spent on Eligible Transactions at major supermarkets, 2 Points per $1 spent on Eligible Transactions at major restaurants, and 1 Point per $1 on all other Eligible Transactions.22

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Complimentary Insurances

Stay protected against accidental damage and theft with Mobile Phone Insurance.23
Access Purchase Protection and Extended Warranty Insurance.1

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Instalment Plans

Make your repayments in monthly instalments at a fixed rate over a set term.
Learn more about Instalment Plans

Credit card rates and fees

A full list of fees and charges are provided in our Credit Card Rates and Fees page

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Annual fee	$75 for the first year, and $149 after that8
Interest Free Days2	Up to 44 Interest-free days on purchases
Retail purchase rate	21.99% p.a.
Cash advance rate	21.99% p.a.
Minimum Credit Limit	$6,000

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Interest Free Period applies to Retail Purchases if you pay the Closing Balance or Interest Free Days Payment (if you have a Balance Transfer and/or Instalment Plan) in full shown on your statement by the Payment Due Date.

We can’t process balance transfers from certain issuers – see our indicative list.21

Choose how you use your Q Rewards®

Turn your everyday spending into rewards you’ll love with Q Rewards®

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Turn your Q Rewards® Points into Cashback

Your Q Rewards® Points can be redeemed for Cashback, which you can put towards other purchases on your credit card account.4
40,000 Q Rewards® Points will get you $100 cashback.

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Pay with Points

Redeem your Q Rewards® Points to receive a credit back on almost anything. 40,000 Q Rewards® Points equals a $108 credit.20

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Treat yourself with Gift Cards

Redeem your Q Rewards® Points for gift cards from a great range of retailers4 such as Bunnings, Woolworths, Coles, JB Hi-Fi and Myer. 40,000 points will get you a $100 Giftcard.

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Switch your Q Rewards® to Flybuys or Velocity Points

Get even more choices by converting your Q Rewards® Points to Flybuys or Velocity Points.4 Transfer 2 Q Rewards® Points for 1 Flybuys Point, or 4 Q Rewards® Points for 1 Velocity Point.

Ready to apply for your Platinum Visa Credit Card?

To be eligible to apply, you must:

Be 18 years or older
Be a Permanent Australian resident and an Australian resident for tax purposes
Have a valid Australian mobile number and email address
Receive a regular income (you may be asked to provide payslips or bank statements.)
Have a good credit rating

What you’ll need for your application

Your income, debt and expense details
Your Driver Licence number (if you have one)
Your current employment status
Your balance transfer account details (if applicable). Your total balance transfers may not exceed 80% of your credit limit
Applying online will take around 20 minutes

Apply Now

Frequently asked questions

Didn’t find what you were looking for? Go to our help and support page to find out more

What is a rewards credit card?

It’s a credit card that offers Points when you make Eligible Transactions4 with your card. You can use these Points to redeem for a range of Rewards.

What can I use my Q Rewards® Points for?

There are a variety of ways your can use your Q Rewards® Points, the choice is yours for what Rewards you’d like to redeem them for:

Cashback for a credit to your account
Pay with Points for a credit to your account on selected transactions
Giftcards from a great range of retailers
Convert your Q Rewards® Points to Velocity Points and use them for travel or Flybuys Points and get even more choice on how to spend them.

How does credit card interest work?

The interest incurred on your credit card is charged when you don’t pay off your full balance by the set due date. How much interest you’ll pay will depend on the type of card you have, how much you have spent and when you make your repayments.

How do I apply for a credit card?

The first step is to compare our credit cards. Decide which product suits your needs, then once you have decided which card you would like to apply for, click ‘Apply now’. It should take less than 10 minutes to complete if you have all your info on hand, and once approved we'll have your card out to you within 10 working days. We'll need to know your age (minimum age is 18 years), Australian residency status, your driver’s license if you have one and your current financial details, including employment and monthly expense and income details.

How is my credit limit determined?

Your credit limit is determined when we apply our credit assessment criteria to your individual financial situation.

How does the interest-free period work?

You'll enjoy interest-free days on all purchases, providing you repay the full balance on your card each month, excluding any fixed payment option balance which isn’t due for payment by that payment due date.

Interest-free periods also don't apply to cash withdrawals, and you will incur interest from the date the transaction is made (regardless of whether the account is repaid in full each month). You'll be charged interest on retail purchases if the statement's full closing balance is not repaid by the due date.

Useful Forms and Documents

Didn’t find what you were looking for? Go to our help and support pages to find out more.

Find help

Forms and Important Information

Compare credit cards

If this card isn’t quite what you’re looking for, check out our other rewarding credit cards.

Compare Credit Cards

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1300 55 72 72

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Important information

Fees, charges and earn rates (if applicable) are subject to change from 1 October 2026. If we make changes, these will be communicated in accordance with our terms & conditions.

Fees and charges are payable. NAB's standard credit assessment criteria apply. Terms and Conditions apply and are available here. Offers only available to approved new BOQ Credit Card customers. Introductory offer cannot be used in conjunction with any other credit card offer, including when you take out a Credit Card as part of a home loan package. We reserve the right to continue, withdraw or change the offer at any time without notice. A credit check is performed each time you apply for a credit card. Credit reporting bodies make a record of these enquiries and this information may be used and disclosed for the purposes of assessing your credit worthiness, including your credit score and credit rating. For example, making multiple credit applications over a short period of time could have a negative effect on your credit score, as this may reduce your chances of approval.

1
AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245 631 (trading as Allianz Global Assistance) under a binder from the insurer, Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708 has issued a Complimentary insurance group policy to National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686) (“NAB”) which allows eligible NAB account holders and cardholders to claim under it as third party beneficiaries by operation of s48 of the Insurance Contracts Act 1984 (Cth). NAB is the credit provider and issuer of BOQ credit cards. Any advice on insurance is general advice only and not based on any consideration of your objectives, financial situation or means. The eligibility criteria, terms, conditions, exclusions, limits and applicable sub-limits of the group policy are set out in the BOQ Credit Cards Complimentary Insurance Policy Information Booklet. Neither NAB nor any of its related corporations guarantee this insurance.
2
An interest free period applies to Retail Purchases if you pay the Closing Balance (or the Interest Free Days Payment, if you have a Balance Transfer and/or an Instalment Plan) shown on your statement in full by the Payment Due Date shown on your statement. No interest free period is available on Cash Advances or Balance Transfers.
4
Q Rewards® Points are earned on Eligible Transactions. An eligible purchase is defined as an Eligible Transaction. An Eligible Transaction is defined in the Q Rewards® Terms and Conditions. Q Rewards® Reward Points and Reward redemptions are subject to the Q Rewards® Terms and Conditions. See the Q Rewards® Terms and Conditions for full definitions and details.
6
Offer commenced 6 July 2026. To be eligible for the 100,000 Q Rewards® Bonus Points offer, you must apply for a new BOQ Platinum Visa Credit Card before the offer is withdrawn, be approved, and spend $4,500 or more on eligible purchases within 90 days from approval. Eligible purchases exclude Cash Advances, Balance Transfers, Special Promotions, refunds and chargebacks, purchases of foreign currency and travellers cheques, transactions made in operating a business, and fees and charges such as interest and ATM charges. Purchases must be processed and charged to your account in the 90 day period from account approval to count towards the spend criteria.100,000 Q Rewards® Bonus Points will be credited to your Rewards Points Balance within 60 days of meeting the spend criteria provided that your account is open and in good standing (for example – your account is not in default, suspended or closed). Offer not available when closing or transferring from another BOQ branded credit card account or in conjunction with any other BOQ branded credit card offer. Offer may be withdrawn or changed at any time.
7
Offer commence Oct 1, 2026 Your total balance transfers may not exceed 80% of your credit limit. The 0% p.a. interest rate applies to balances transferred with this offer, and the balance transfer fee, for a period of 12 months. The 12 month promotional period commences when the balance transfer is processed. The balance transfer fee is 3% of the balance transferred and will be debited to your account on the day or the day after your balance transfer is processed. At the end of the balance transfer period, the interest rate on any outstanding transferred balance, and balance transfer fee, will revert to the variable Annual Percentage Rate for Cash Advances, currently 21.99% p.a. Offer may be withdrawn or changed at any time. For important information to consider before taking up a balance transfer, please click here.
8
Subject to your acceptance you will be billed an annual fee of $75 for the first year in accordance with our T&Cs. This will revert to $149 for subsequent years. Annual fees are subject to change. We reserve the right to continue, withdraw or change the offer at any time without notice.
20
Pay with Points is available on eligible transactions and is only available for BOQ Platinum and Blue Visa cardholders. An eligible purchase is a transaction we will present to you in your myBOQ app that can be paid by redeeming your Q Rewards® Points. The types of transactions that may be paid by redeeming your Q Rewards® Points may change and we will present these to you in the myBOQ app.
21
Balance Transfer indicative list
Balance Transfer involves transferring the balance(s) of your other credit cards or loans to a BOQ Credit Card. The balances transferred will receive a promotional interest rate for a set period of time and can be a great way to save on interest charges.
Once your balance(s) have been transferred, you might consider closing the other credit facilities you transferred balances from, as this would not happen automatically
When considering a Balance Transfer promotion, it’s easy to focus on the low, or zero, interest rate being offered however don’t forget to consider the other features of the card and any applicable terms and conditions of the promotion.
Most credit cards or loans from other financial institutions are eligible to have balances transferred to a BOQ Credit Card, provided that the card details match the BPAY reference number details of the financial institution. Where those details do not match, we are unable to process a balance transfer.
We are aware of some financial institutions where card number and BPAY reference number do not match and which as a result are not eligible for a Balance Transfer, including:
- Bendigo Bank
- ING
- Latitude Finance
- Great Southern Bank
- Heritage Bank
- HUMM
- Adelaide Bank
- credit unions
- AMEX cards
  Please note, that this is an indicative list only and may change from time-to-time.
  Balance transfers are not available for Buy Now Pay Later, line of credit, or personal loan products.
22
Whether or not a purchase is eligible to earn Points will be determined based on card scheme information ultimately provided either by the merchant (including individual outlets) or its financial institution (including information about the type of business conducted by the merchant). If, for example, a restaurant is not classified as a restaurant by the card scheme, it will not be treated as a “major restaurant” for calculating Points. Eligible Transaction is defined in the Q Rewards Program Terms and Conditions and means any purchase excluding (but not limited to) Cash Advances, Balance Transfers, Special Promotions, BPAY payments, government related transactions and all other transactions set out within the full definition of Eligible Transaction in the Q Rewards Terms and Conditions.
23
Mobile Phone Insurance (Cover) is provided under and by way of a group policy (Group Policy) issued by AIG Australia Limited (ABN 93 004 727 753, AFSL 381 686) (AIG) to National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686) (“NAB”). NAB is the credit provider and issuer of BOQ Credit Cards. Our/us/we/The BOQ Credit Cards Team means NAB unless the context otherwise requires it. This Cover is available to Cardholders (“you/your”) while you remain an eligible BOQ Platinum Visa Credit Cardholder, subject to NAB’s and AIG’s right to alter the Cover. The terms, conditions and excluded cover are specified in the “BOQ Platinum Visa Credit Cards Complimentary Mobile Phone Insurance Terms and Conditions” as amended from time to time. When eligible, you have the benefit of cover as a third party beneficiary solely by reason of the statutory operation of Section 48 of the Insurance Contracts Act 1984 (Cth). To make sure that the Cover meets your needs and is suitable for you and your personal circumstances, these terms and conditions must be reviewed by you and, if necessary, you should also seek independent financial advice. NAB and BOQ are not the issuer or insurer of the Cover. Neither NAB, BOQ nor any of its related corporations guarantee any of the benefits under the Cover. Please note that you must have a contract with a mobile phone provider and a monthly automatic billing arrangement.

For Target Market Determinations please refer here.

Bank of Queensland Limited ABN 32 009 656 740, Australian Credit Licence 244616 (“BOQ”), promotes and distributes the Bank of Queensland Credit Cards (“Credit Cards”). National Australia Bank Limited ABN 12 004 044 937 Australian Credit Licence 230686 (“NAB”) is the credit provider and issuer of the Credit Cards. In relation to credit cards, “our”, “us”, “we”, and/or “The BOQ Credit Cards Team” means NAB unless the context otherwise requires it. BOQ does not and will not guarantee or otherwise support NAB’s obligations under the contracts or agreements connected with the Credit Cards.

Click to Pay is auto enabled by NAB on BOQ Credit Cards.

Enrolment is subject to eligibility criteria set by NAB and the relevant card scheme. You are not required to register or enrol yourself. For more information, please refer to Click to Pay Terms and Conditions

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BOQ Group acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the land where we live and work. We pay our respects to Elders past and present.

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Source: https://www.boq.com.au/content/dam/boq/files/personal/credit-cards/qrewards-terms-conditions.pdf

1 Q Rewards ® Terms and Conditions October 2026 Primary Use Rev

2 Contents 1 Definitions 3 2 Participation 6 3 Accumulation of Reward Points 7 4 Limitations on and Loss of Reward Points 8 5 Redeeming Reward Points 9 6 Giftcards 10 7 Cashback 10 8 Pay with Points 1 0 9 Airline, Hotel and Other Loyalty Programs 1 1 10 Autoredemption 1 1 11 Disclaimer 1 2 12 Government Taxes, Duties and Charges 1 3 13 General 1 3 Bank of Queensland Limited ABN 32 009 656 740, Australian Credit Licence 244616 (“BOQ”), promotes and distributes the Bank of Queensland Credit Cards (“Credit Cards”). National Australia Bank Limited ABN 12 004 044 937 Australian Credit Licence 230686 (“NAB”) is the credit provider and issuer of the Credit Cards. Our/us/ we/The BOQ Credit Cards Team means NAB. NAB is also the provider of the rewards program in these terms and conditions. BOQ does not and will not guarantee or otherwise support NAB’s obligations under the contracts or agreements connected with the Credit Cards.

3 For all customers participating in Q Rewards ® These Terms and Conditions should be read in conjunction with the Credit Card Terms and Conditions and Other Important Information and explain how Points can be earned and redeemed using your Account. These Terms and Conditions will apply to Cardholders of BOQ Platinum Visa Credit Card and BOQ Blue Visa Credit Card Accounts. 1 Definitions In these Terms and Conditions: Account means your unsecured credit facility with us. Additional Cardholder means another person who you have authorised to have a Card on your Account. Airline, Hotel and/or Other Loyalty Points means Points earned or capable of redemption under an Airline, Hotel or Other Loyalty Program. Airline, Hotel and/or Other Loyalty Program means any participating loyalty program operated by a third party which has been nominated by us in writing. Autoredemption is the automatic redemption of Reward Points with a selected participating partner, as set out in section 10. Bonus Points means Points available through offers subject to additional terms and conditions. Cardholder means you and/or any Additional Cardholder. Cashback means the redemption of Points for a credit to your Account reducing your outstanding balance. Consequential Loss means any loss or damage suffered by a party which is indirect or consequential, loss of revenue, loss of profits, loss of goodwill or credit, loss of use, loss of data, damage to credit rating, loss or denial of opportunity, or increased overhead costs.

4 Earn Rate means the rate at which you earn Reward Points on Eligible Transactions, as set out in clause 3.1. Eligible Transaction means any purchase excluding (but not limited to): a) Cash Advances (which include bills paid over the counter at a bank, financial institution or post office, and the purchase of travellers cheques); b) bank fees, charges and interest (including any GST payable on any of these) applicable to your Account or use of the Card or to Q Rewards®; c) government related transactions (includes transactions with Australian and overseas government entities, semi-government entities, or related agencies - for example, but not limited to, Australia Post, council rates, motor registries, fines, and court costs). Classification as a government related transaction is based on merchant or financial institution data, so some businesses may be treated as government related even if they are not; d) transactions where a Card is used to make payments to the Australian Taxation Office (ATO); e) Balance Transfers, except where Bonus Points may be earned under a Special Promotion specifically for Balance Transfers according to additional terms and conditions; f) transactions related to Special Promotions, except where Bonus Points may be earned under a Special Promotion according to additional terms and conditions; g) where a Card is used to access linked transaction accounts; h) purchase of foreign exchange, travellers cheques or money orders; i) transactions we decide (acting reasonably) are wholly or partly for business purposes;

5 j) any transactions where your Account is, or is reasonably believed by us to be, operated fraudulently, except where you reasonably demonstrate that your Account was not operated fraudulently; k) unauthorised purchases for which you are not liable; l) transactions where a Card is used to make purchases through BPAY®; m) transactions for gambling and gaming purposes (examples include purchase of lottery tickets, purchase of gaming chips or tokens and online gambling); or n) transactions for investments, such as investments in shares. Please note that whether or not a transaction is an eligible transaction will be determined based on information provided either by the merchant or the relevant financial institution (including information about the type of business conducted by the merchant). Giftcards are redeemable across selected merchants and may be issued by third parties. Internet Banking means the online services provided by BOQ that permit Cardholders to access certain Account services via the internet, through the myBOQ app or other digital channels that we tell Cardholders can be used to access your Account. NAB/our/us/we/The BOQ Credit Cards Team means National Australia Bank Limited (ABN 12 004 044 937, AFSL and Australian Credit Licence 230686), the credit provider and issuer of BOQ Credit Card Products. Pay with Points means to redeem a nominated number of Points via Internet Banking against certain transactions presented to and selected by you for a credit back to your Account. This may not be available for all transactions on your Account.

6 Primary Cardholder means the person in whose name the Account is held and who is responsible for all transactions on the Account. Q Rewards® means the rewards program offered by us as described in these Terms and Conditions and in promotional material as amended from time to time. Reward Points or Points are the points earned on Eligible Transactions. Reward Points Balance is the current balance of your Reward Points at any given time which appears in Internet Banking. Reward means the goods and services described in the current promotional material or otherwise offered by Q Rewards® from time to time and includes Giftcards, Cashback, Pay with Points and Points transfer to Airline, Hotel or Other Loyalty Programs. you/your means the person in whose name the Account is opened. Any other capitalised terms used in these Terms and Conditions have the same meaning as in the Credit Card Terms and Conditions and Other Important Information. 2 Participation 2.1 You are eligible to participate in Q Rewards® unless your Account does not entitle you to participate, or you are a corporation, firm, partnership or any other such legal entity. 2.2 The first use (which includes an Eligible Transaction, Card activation or a payment to the Account) of your Account will constitute agreement to these Terms and Conditions. These Terms and Conditions form part of the Credit Card Terms and Conditions. 2.3 Additional Cardholders are not eligible to participate in Q Rewards®, unless otherwise specified in these Terms and Conditions. However, you are able to earn Points on Eligible Transactions made by Additional Cardholders.

7 3 Accumulation of Reward Points 3.1 Reward Points are calculated in respect of Eligible Transactions as set out below and are based on the Australian Dollar amount of the Eligible Transaction at the time it is processed by us, rounded to the nearest whole point. Card Earn Rate BOQ Blue Visa Credit Card 1 Point per dollar spent on an Eligible Transaction. BOQ Platinum Visa Credit Card 3 Points per dollar spent on an Eligible Transaction made at major supermarket chains.^ 2 Points per dollar spent on an Eligible Transaction made at major restaurant or restaurant chains.^ 1 Point per dollar spent on an Eligible Transaction everywhere else. ^Whether or not a purchase is eligible to earn Points will be determined based on card scheme information ultimately provided either by the merchant (including individual outlets) or its financial institution (including information about the type of business conducted by the merchant). If, for example, a restaurant is not classified as a restaurant by the card scheme, it will not be treated as a “major restaurant” for calculating Points. 3.2 It will take up to 60 days after an Eligible Transaction has been processed by us for Reward Points to be allocated to you, or such other period as we may, acting reasonably, communicate to you from time to time.

8 3.3 You may also earn Bonus Points subject to any additional terms and conditions we may provide at the time of a particular transaction or offer. 3.4 Except where these Terms and Conditions or a Reward expressly permits, Reward Points have no monetary value, are not transferable and cannot be redeemed for cash. 3.5 You can view your Reward Points Balance via Internet Banking. 4 Limitations on and Loss of Reward Points 4.1 You will only earn Reward Points on Eligible Transactions, or as otherwise advised according to any additional terms and conditions. 4.2 If you, or an Additional Cardholder, receive(s) a refund or reimbursement (for example returned goods or services), a Chargeback is made to your Account, or where Points were incorrectly credited, the reversed transaction or incorrectly credited Points will be deducted from your Reward Points Balance. 4.3 From the time you ask us to close your Account, you will no longer be able to earn or redeem Reward Points. 4.4 We may, acting reasonably, suspend or terminate your participation in Q Rewards® if: a) your Account is suspended under the Credit Card Terms and Conditions; b) in our reasonable opinion, any Cardholder has materially breached these Q Rewards® Terms and Conditions or the Credit Card Terms and Conditions including but not limited to earning Reward Points by claiming business purchases on your personal Account; or c) if we receive notification that you have passed away.

9 4.5 If you are in breach of your Credit Card Terms and Conditions and your Account is suspended or cancelled, your Reward Points Balance will be frozen, you will not earn Points on Eligible Transactions, and you will not be able to redeem Reward Points. If your Account is returned to good standing, we will reinstate your right to participate in Q Rewards® unless we reasonably believe that the Reward Points were not properly earned. 4.6 If we notify you that your Account is no longer suspended (including because your Account suspension has been lifted), your Reward Points Balance will be reinstated from the date your suspension ends. 4.7 Disputes about missing Reward Points (including where the dispute concerns your participation in Q Rewards®) will only be accepted up to 12 months after the date of the relevant Eligible Transaction. We may, acting reasonably, require you to provide documentary evidence to support your claim. 5 Redeeming Reward Points 5.1 Pursuant to these Terms and Conditions and any additional terms and conditions made available to you either by us or the supplier of a Reward, you may redeem Rewards Points for Rewards options we, acting reasonably, provide to you via Internet Banking. We are not liable for any representation that we make as to the monetary value of any Reward or the difference between the number of Reward Points required to redeem similar Rewards. 5.2 The Reward Points you redeem will be deducted from your Reward Points Balance. 5.3 An Additional Cardholder cannot redeem Reward Points. 5.4 All Rewards are subject to availability and third party suppliers’ restrictions.

10 5.5 We will only arrange for supply of a Reward that corresponds with the Reward’s description in any promotional material. 5.6 Once a Reward has been redeemed the request cannot be reversed, cancelled or changed. 6 Giftcards 6.1 Upon redemption of a Giftcard, we or the Reward supplier will issue you with the Reward which will entitle you to redeem the Giftcard directly with the relevant supplier. You must abide by the terms and conditions provided to you upon issuance of the Reward for the Giftcard. 6.2 Giftcards remain valid in accordance with the dates specified by the supplier on the Giftcard. 6.3 Giftcards may not be replaced by the issuer if lost, stolen or destroyed. Nor can Reward Points for lost, stolen or destroyed Giftcards be credited to your Account. 7 Cashback 7.1 You may redeem your Reward Points for Cashback. The amount of any Cashback is set off against the outstanding balance of your Account on your next statement. To keep your Account in order, you must disregard the amount of any Cashback redemption and make all payments as set out in your Account statement. 8 Pay with Points 8.1 You may use your Points to pay for certain selected transactions that we present to you via Internet Banking or any other method we make available to you.

11 8.2 Only selected transactions that you have made and that we present to you can be redeemed using Pay with Points. You must follow the instructions where you are provided with the option to pay for a selected transaction with your Points. We will process that credit to your Account within 5 Business Days. 8.3 Using Pay with Points for a selected transaction does not satisfy your obligation to make the payment due on your Account statement. To keep your Account in order, you must disregard the amount of any Pay with Points redemption and make all payments as set out in your Account statement. 9 Airline, Hotel and Other Loyalty Programs 9.1 You can redeem Points for Airline, Hotel or Other Loyalty Points, as specified in our current promotional material. The types of Airline, Hotel or Other Loyalty Points that we offer may change over time because of decisions taken by the loyalty program operator. Please refer to Internet Banking for details of which Airline, Hotel and Other Loyalty Points are currently offered. 9.2 You must be a member of the Airline, Hotel or Other Loyalty Program in which you wish to claim Airline, Hotel or Other Loyalty Points and have advised us of your Airline, Hotel or Other Loyalty Program membership number prior to any such redemption. 9.3 If you are a member of the Airline, Hotel or Other Loyalty Program, you are subject to the terms and conditions of the Airline, Hotel or Other Loyalty Program. 9.4 If you redeem Reward Points for Airline, Hotel or Other Loyalty Points, the Airline, Hotel or Other Loyalty Points may take up to 60 days to appear in your Airline, Hotel or Other Loyalty Program membership account.

12 10 Autoredemption 10.1 Autoredemption may be available for selected participating partners and can be setup via Internet Banking. This is subject to the terms and conditions of Autoredemption with the selected participating partner, which will be made available at the time of redemption opt in. 10.2 If you opt in to Autoredemption, your Reward Points Balance will be automatically transferred to the selected participating partner at a pre- determined interval advised at the time of redemption opt in. 10.3 The rate at which Reward Points are redeemed will be the current rate at the time of which Autoredemption occurs. 10.4 You may opt out of Autoredemption at any time and will be able to resume manual redemption of your Reward Points. 10.5 Once Reward Points have been redeemed for a selected participating partner, including Airline, Hotel or Other Loyalty Points, they are governed by the participating partner’s terms and conditions. 11 Disclaimer 11.1 We do not accept any liability relating to information provided by third parties. All descriptions of Rewards in promotional material are based on information provided by third party suppliers. 11.2 The rights, if any, which you may have in connection with a Reward are solely against the third party supplier of the Reward. To the extent permitted by law, we do not accept any liability whatsoever (except to the extent such loss or damage is caused by our fraud, negligence or misconduct) with respect to: a) a Reward supplied;

13 b) any death or injury or Consequential Loss or damage arising from the supply of a Reward; c) the loss, theft or destruction of a Reward; or d) any supplier’s refusal to accept a Reward. 12 Government Taxes, Duties and Charges 12.1 We accept no liability in respect of any taxation liability (including Goods and Services Tax) arising from the redemption of Rewards. 12.2 We give no warranty and accept no responsibility as to the ultimate taxation treatment of Rewards or Reward Points. You will need to check with your tax advisor whether receiving a Reward affects your tax situation. 12.3 Any government tax (including Goods and Services Tax), duty or other charges imposed by law in any country in respect of participation in Q Rewards® whether arising out of the accrual or redemption of Reward Points or in relation to the annual fee or otherwise shall be your sole responsibility. 13 General 13.1 You consent to us or one of our agents seeking, collecting, using or supplying any third party with such personal and other information as is required in connection with Q Rewards®. 13.2 We will exercise any rights or discretions that we have under these Terms and Conditions in a fair and reasonable manner. That includes whenever we are: a) considering any request you make;

14 b) deciding whether to give our consent or to exercise a right, discretion or remedy; c) setting any conditions for doing any of those things; or d) making changes under clause 13.3 or anywhere else in these Terms and Conditions. Examples of how we will take reasonable steps to ensure you are treated fairly include giving you reasonable notice of changes and making adjustments to your Points. It’s worth noting that even if we don’t make a decision or do something straight away, we may still do so later on. This includes where we delay or defer doing so, or we temporarily waive a requirement. 13.3 We may change any of the Terms and Conditions of our agreement without creating a new agreement. We’ll tell you about these changes by communicating with you, unless in some scenarios where we may not be required to notify you. The table below outlines the different types of changes we may make and when you will be notified. You are free to close your Account if you’re not happy with any changes we make.

15 Type of Change When you’ll be notified Change the way Points are earned, including a change to existing ways or the introduction of new ways according to the type of card At any time without prior notice (but if the change is unfavourable, we will try to publish details before the change takes effect, if we are able to do so). We will make current information about the way to earn Points available in the FAQs. Change the way Points are redeemed, including the number of Points required to redeem a Reward or changing any fees associated with a redemption At any time and without prior notice. Current information is available via Internet Banking. Change to allocation of Points for dollar spent At any time by giving you at least 30 days' prior written notice. Change the period of expiry of Points At any time by giving you at least 30 days' prior written notice. Changes that are non-material in nature If we do not need to notify you, we may give you a shorter notice period than the period described in this table. This will be published on the website or otherwise notification provided at the time a Reward redemption is made.

16 Type of Change When you’ll be notified Changes to third party points (such as Airline, Hotel and Other Loyalty Points) Subject to change in accordance with the terms and conditions of that program. You’ll be notified directly by the third party program provider. Introduce any fees associated with a redemption At any time by giving you at least 30 days' prior written notice. Introduce or change program features and specific rewards conditions At any time by giving you at least 30 days' prior written notice. Make changes as a result of changes made by our suppliers or partners At any time by giving you at least 30 days' prior written notice. Remove Rewards At any time and without prior notice. Current information is available via Internet Banking.

17 Bank of Queensland Limited ABN 32 009 656 740, Australian Credit Licence 244616 (“BOQ”), promotes and distributes the Bank of Queensland Credit Cards (“Credit Cards”). National Australia Bank Limited ABN 12 004 044 937 Australian Credit Licence 230686 (“NAB”) is the credit provider and issuer of the Credit Cards. Our/us/ we/The BOQ Credit Cards Team means NAB. NAB is also the provider of the rewards program in these terms and conditions. BOQ does not and will not guarantee or otherwise support NAB’s obligations under the contracts or agreements connected with the Credit Cards. A185169-0826 Primary Use Secondary Use For more information: Visit us at www.boq.com.au/contact-us If you are calling from within Australia 1300 55 72 72 If you are calling from outside Australia +61 7 3336 2420

Source: https://www.boq.com.au/content/dam/boq/files/terms-and-conditions/code-of-banking-practice.pdf

Banking Code of Practice Setting the standards of practice for banks, their staff and their representatives 28 February 2025

Australian Banking Association Banking Code of Practice Setting the standards of practice for banks, their staff and their representatives Australian Banking Association PO Box H218 Australia Square NSW 1215 Telephone 02 8298 0417 Web https://www.ausbanking.org.au/ Banking Code of Practice Published date 27 June 2024 Effective from 28 February 2025 2 | ausbanking.org.au

Our role in society Australia’s banks play an important role in contributing to the prosperity of the nation’s economy, for the benefit of all Australians. Our customers count on us to provide them with a safe place to deposit money, to offer a wide range of options to access banking and financial services, and to help businesses start and grow. We understand that trust is critical to our relationships with customers and that for us to earn that trust, we need to do the right thing. We acknowledge that our responsibilities to customers, investors, employees and the broader community must be carefully balanced. Customers, investors, employees and communities expect our behaviour to meet high ethical standards, backed up by the right internal culture and practices. We are committed to continuously improving and being accountable. In fulfilling these responsibilities, we will continue to contribute to the stability, strength and prosperity of Australia’s financial system and society. To do this, we will look to continually improve our banking services and how we engage with our customers and communities. The Banking Code of Practice is one of the ways we strive to achieve these goals. Banking Code of Practice | 3

Table of Contents Introduction 6 What is the Banking Code of Practice? 6 Guiding principles 7 Your rights and how to enforce them 8 Resolving complaints 8 Court action 8 The Banking Code Compliance Committee 8 Reporting to the BCCC 8 Resourcing the BCCC 8 Complying with requests of the BCCC 8 ABA industry guidelines and protocols 9 The Code 10 PART A - Our dealings with you under the code 11 A1 Who the Code applies to and how 11 A2 Our relationship with you 12 A3 Communicating with you 12 PART B – Customers 16 B1 Inclusive and accessible banking 16 B2 Taking extra care with customers who are experiencing vulnerability 16 B3 Banking services for people with low or no income 17 B4 Lending to individuals 18 B5 Lending to Small Business 19 B6 Guaranteeing a Loan 21 B7 Farmers 26 B8 Deceased estates 28 PART C - Banking services 30 C1 Joint Accounts 30 C2 Direct debit and recurring payment services 30 C3 Credit and debit cards 30 C4 Consumer credit insurance (CCI) 31 PART D - When things go wrong 32 D1 Contact us if you are experiencing Financial Difficulty 32 D2 Complaints 35 PART E - Definitions 36 4 | ausbanking.org.au

The Banking Code of Practice is an important pillar of the financial services regulatory framework, setting a high standard of customer protections for Australians. It provides customers with safeguards and protections that are not set out in law. As subscribers to the Code, ABA member banks remain committed to meeting a higher standard of customer protections for Australians. This latest update of the Code is the culmination of an extensive review and has been developed in consultation with consumer representatives, small business organisations and regulators. The review has resulted in significant uplift of Banking Code provisions and includes additional protections for small business customers, guarantors, vulnerable customers and customers requiring additional support. This updated Code has again been approved by the Australian Securities and Investment Commission (ASIC). I look forward to the Banking Code of Practice continuing to improve the banking experience for all customers. Anna Bligh CEO, Australian Banking Association Foreword by ABA CEO Anna Bligh Banking Code of Practice | 5

Introduction What is the Banking Code of Practice? The Banking Code of Practice (the Code) sets out standards of practice and service in the Australian banking industry for individual and small business customers, and their guarantors. The overall objective of the Code is to provide customers with safeguards and protections not set out in the law. The Code is intended to complement the law and, in some areas, set higher standards than the law. The Code was first introduced in 1993. Since then, it has undergone multiple improvements, responding to emerging issues and the changing needs of our customers, to ensure it remains relevant. Over time, many of the standards embedded in the Code have been included This version of the Code has been developed in close consultation with key stakeholders including consumer groups, government, regulators and the banking industry. By promoting best practice, the Code has led to higher standards in the banking and financial services industry. It replaces the previous version dated 5 October 2021. in the law. 6 | ausbanking.org.au

Guiding principles The Code is underpinned by these guiding principles shared by all member banks.

Trust and confidence a) We are committed to earning and retaining the trust of our customers and the community. b) We are committed to making promises and keeping them to deliver good customer and community outcomes. c) We will comply with all laws relating to banking services. d) We will protect your privacy. e) We recognise our role in society and our impact on the wider community.
Service a) We will deliver high customer service and standards. b) We will ensure banking services are accessible and inclusive. c) We will raise awareness of the basic (low, or no fee) banking products that we may offer. d) We will work to help you if you are experiencing financial difficulty.
Integrity a) We will act honestly and with integrity. b) We will be fair and responsible in our dealings with you. c) We will build and sustain a culture based on strong ethical foundations.
Transparency and accountability a) We will communicate with you in a clear and timely manner. b) We will be accountable in our dealings with you. c) We will be transparent in our communications with you. Banking Code of Practice | 7

Your rights and how to enforce them The Code is part of a range of customer and guarantor protections, including those under Australian law. The types of protections that apply to you depend on what type of customer or guarantor you are, and what type of banking service you have. You are able to hold us to these commitments in a variety of ways including, but not limited to: Resolving complaints Internal Dispute Resolution (IDR) If you have a complaint about a banking service we have provided to you or think we have not met our obligations to you under the Code, contact us in the first instance. We will try to resolve your complaint through our IDR service. Australian Financial Complaints Authority (AFCA) If you are not satisfied with our response, you can make a complaint to AFCA if your complaint fits within their rules. We are bound to cooperate with AFCA in dealing with your complaint. AFCA decisions are binding on us. Lodging a complaint through our IDR service or AFCA is free of charge. Court action You may also be able to bring a court action to enforce your rights. You may wish to seek independent legal advice about this. However, you may wish to first attempt resolving your complaint via IDR or AFCA as these options are free and easy to access. The Banking Code Compliance Committee We have established an independent Code monitoring body, the Banking Code Compliance Committee (BCCC) to monitor our compliance with the Code. Further details on the BCCC’s role in Code monitoring, compliance, complaints, powers and sanctions can be found in the BCCC Charter bankingcode.org.au/about/the- committee/our-charter. Reporting to the BCCC As part of its role, the BCCC collects information about potential Code breaches, particularly issues that may be serious or systemic in nature. If you think we have breached a Code obligation you can report this to the BCCC: bankingcode.org.au/customers/ when-a-bank-breaches-the-code. The BCCC is not a complaints resolution body and does not have a role in addressing and remediating individual requests or complaints. There are other mechanisms in place for this, set out in the section above. Resourcing the BCCC The ABA will ensure that the BCCC has sufficient resources and funding to carry out its functions. Complying with requests of the BCCC We will co-operate and comply with all reasonable requests of the BCCC in the performance of its monitoring and investigative activities. For more information on the BCCC visit bankingcode.org.au 8 | ausbanking.org.au

ABA industry guidelines and protocols The ABA publishes and maintains industry guidelines and protocols on some Code related matters. These may assist industry in understanding or interpreting aspects of the Banking Code. The guidelines are intended to promote good practice and may assist members to trial new approaches to support customers. They can serve as a flexible tool for the ABA and its members to respond to emerging matters quickly, whether by drafting a new Industry Guideline or amending an existing Industry Guideline. Unless expressly stated otherwise in the Code, these industry guidelines and protocols do not form part of the Code. ABA industry guidelines and protocols can be found at: www.ausbanking.org.au/resources. Banking Code of Practice | 9

This page and the following pages of this document form the Code. Where the Code makes reference to obligations under the law or regulatory guides, the obligations referred to are not incorporated into the Code or as terms of your contract unless expressly stated. Those obligations may be enforceable separately under relevant legislation. The introduction, including the guiding principles, also does not form part of the Code. We will promote the Code and make sure that copies of the Code are available and accessible. We will arrange for the Code to be independently reviewed at intervals of no more than 5 years after completion of the previous review. Any independent review will involve consultation with the public, including consumer representatives, Small Business organisations and other stakeholders. The Code The ABA and its member banks may also arrange for the Code to be: • independently reviewed sooner, as necessary; or • reviewed and amended to respond to emerging requirements, as necessary. It is a condition of ABA membership that member banks with a retail presence in Australia sign up to the Code. Banks that have adopted the Code are listed on the ABA website: www.ausbanking.org.au/banking-code 10 | ausbanking.org.au

PART A Our Dealings with you under the code A1 Who the Code applies to and how Who the Code applies to

The Code applies to you if, at the time we provide the Banking Service or information, you are: a) our customer or a prospective customer, and you are either: i. an individual, who is not treated as a Business under the Code; ii. a Small Business; or b) an individual who is a Guarantor, or a prospective Guarantor, of a customer or prospective customer referred to in subparagraph (a) above. The Code forms part of our Banking Services and guarantees
Our written Terms and Conditions for all Banking Services and guarantees to which the Code applies will include a statement to the effect that the relevant provisions of the Code apply to that Banking Service or guarantee.
The Terms and Conditions referred to above need not set out those provisions. Banking Code of Practice | 11

A2 Our relationship with you How we will comply with the Code 4. If the Code imposes an obligation on us that is in addition to obligations applying under a relevant law, then we will comply with the Code unless doing so would lead us to breach the law, or relevant regulatory obligation or guidance. 5. We will do all things necessary to ensure that Banking Services provided by us under the Code are provided efficiently, honestly and fairly. This is the same standard of behaviour that applies to us where applicable under section 912A(1)(a) of the Corporations Act and section 47(1)(a) of the National Consumer Credit Protection Act . BCCC Charter 6. We are bound by our obligations in the BCCC Charter, including but not limited to those referred to in the Introduction. Trained and competent staff 7. We will make sure that our staff and our representatives are trained so that they: a) can competently do their work; b) understand the Code and how to comply with it when they are providing Banking Services to you; and c) treat our diverse customers, vulnerable customers and customers who appear to be vulnerable with sensitivity, respect and compassion. Customer Advocate 8. We will have a Customer Advocate in our bank to help facilitate fair customer outcomes and minimise the likelihood of future problems. The Australian Banking Association’s guiding principles for Customer Advocates are available at: www.ausbanking.org.au/resources. Branch Closure Support Protocol 9. We will comply with the ABA Branch Closure Support Protocol when closing a branch. The protocol outlines certain commitments to individuals and Small Businesses in the event of a branch closure. This protocol is available at: www.ausbanking.org.au/resources. A3 Communicating with you Responding to your request for information 10. We will communicate with you in a timely manner, and we will give you information that is useful and clear. This includes information about our products and services so you can make an informed decision about which product or service is suitable for you. 11. If you ask us for advice on any of our Banking Services, then we will provide it to you through staff who are authorised and trained to give you that advice. Alternatively, we may suggest you see someone else who can provide independent advice, such as a lawyer, accountant, financial adviser or financial counsellor. How we will communicate with you 12. Anything that we are required to give to you under this Code may be given to you: a) in person, writing, electronically, by telephone or video conference; b) by telling you that the information is available on a website or other electronic forum; or c) as otherwise agreed with you. However, if this Code specifies the method of communication, then we will comply with that method. 13. Where this Code requires us to communicate in writing, we may do so through electronic communications or printed communications. What information we will give you Terms and Conditions, Fees and Charges 14. If you are entering into a contract for a Banking Service with us, then we will give you the contract Terms and Conditions before, or when, the contract is made. The contract Terms and Conditions may be in separate documents. 15. The documents in paragraph 14 will clearly set out: a) details of fees and charges, their amounts (if ascertainable), and how often they are debited; b) any interest rate that applies, how and when different interest rates may apply, the method by which interest is calculated, and when interest will be credited or debited; 12 | ausbanking.org.au

c) how often we give you statements of account; d) how we may change fees, charges, interest or other Terms and Conditions, and how we will notify you of these changes; e) for a Loan, whether the Loan is repayable on demand; and f) a statement that information on current standard fees, charges and any interest rates is available on request. 16. Our Terms and Conditions will be distinguishable from our marketing material. Specific information 17. If the following information applies to your Banking Service, we will give you that information in, or with, our contract: a) any minimum balance requirement; b) any restriction on depositing money, or withdrawing money, from a relevant account; c) repayment details; and d) how we will process your request to cancel a direct debit. 18. Our Terms and Conditions for a term deposit account will contain the following specific information: a) how we will pay interest and repay the principal to you; b) how funds may be dealt with at maturity; and c) details of any fee, charge or change in an interest rate resulting from a withdrawal in advance of maturity. 19. If we provide you with cheque access, then we will make available in the relevant Terms and Conditions or otherwise provide information about cheques, including information on clearing, stopping and dishonouring cheques. 20. If we give you a foreign exchange service (other than by credit card, debit card, or travellers’ cheque), then we will give you: a) details of the applicable exchange rates and commission charges (to the extent ascertainable) or alternatively details about how to find that information; and b) an indication of when any money you send overseas would normally arrive at the destination. 21. If you have a Loan and we have a Security (such as a mortgage) over your primary place of residence or a residential investment property you own, we will remind you at least once a year of your obligations to insure that property. Our reminder will include: a) a statement that you should check with your insurer about cover; and b) a reference to ASIC’s Moneysmart website moneysmart.gov.au for information on property insurance. Requesting copies of documents 22. We will, within 30 Days of your request, give you a copy of your documents in our possession including: a) a contract (including Terms and Conditions, Standard Fees and Charges and interest rates); b) any mortgage or other Security document; c) a statement of account; and d) any notice we previously gave to you which is relevant to us exercising our rights. 23. However, we do not have to give you a copy of either of the following documents under paragraph 22: a) a notice requiring you to take action if you ask for the copy more than two years after the contract to which the notice relates was discharged or ended; or b) a statement of account within three months after we gave you a copy of the same statement of account. 24. We may charge you a reasonable fee for providing you with a copy of a document under this Code. However, in certain circumstances, we may waive or refund that fee. 25. We may charge you a fee for hard copy statements that are not repeat statements (e.g. out of cycle statements). If you tell us, and we are reasonably satisfied that you do not have access to electronic statements, then we will waive or refund that fee. 26. If we approve your Loan, and it is regulated under the National Consumer Credit Protection Act , we will let you know that you can obtain our assessment about whether the Loan is not unsuitable for you. Banking Code of Practice | 13

Statements of account When we will give you statements for your deposit account 27. At least every six months, or more frequently if you ask, we will give you an account statement for a deposit account (unless it is a passbook account). When we will give you statements for your Loan or credit account 28. If you are in Default on your Loan account, then we will give you a statement of account or alternative (for example, transaction history) if you ask for it. 29. If you are a Small Business or an individual and the rules in the National Credit Code about statements of account do not apply to your Loan or credit account, then we will give you a statement of transactions on your account as though those rules did apply. 30. However, we do not have to give you the statement referred to in paragraph 29 if the nature of the relevant Banking Service means it is impractical for us to do so. Cost of transaction service fees 31. If you are an individual that is not a Business, we will tell you about a transaction service fee immediately before you incur that fee, if it is practical and reasonable for us to do so. 32. However, it may not be practical or reasonable for us to do so in certain circumstances, for example: a) dishonour fees; b) if the fee is charged based on end of day balance and, therefore, is not necessarily incurred at the time of the transaction (for example, an overdrawn fee based on end of day balance); c) if you are making an online purchase from a third party, using a merchant terminal, or using a third party ATM; or d) break costs, which may be incurred if your transaction makes a prepayment on a fixed rate Loan. When we change our arrangements with you 33. The Terms and Conditions of a Banking Service may allow us to change those Terms and Conditions in certain situations without your agreement where allowable under law, including unfair contract terms laws. 34. Subject to paragraphs 35 to 37 below, we will tell you about any change to our Terms and Conditions as soon as reasonably possible. This includes a change to our Standard Fees and Charges. 35. If we change an interest rate, we will tell you as soon as reasonably possible, but no later than the date of the change, unless we are not able to because the interest rate is calculated according to a money market or some other external reference rate, or a rate otherwise designated as a variable or floating rate. 36. Apart from changes to interest rates or changes to repayments, if we believe a change is unfavourable to you, then we will give you prior notice of at least 30 Days, subject to paragraph 37 below. 37. We may give you a shorter notice period, or no notice, of an unfavourable change if: a) it is reasonable for us to manage a material and immediate risk; or b) there is a change to, or introduction of, a government fee or charge that you pay directly, or indirectly, as part of your Banking Service. In that case, we will tell you about the introduction or change reasonably promptly after the government notifies us (however, we do not have to tell you about it if the government publicises the introduction or change). 38. We will tell you about these changes by one or more of the following methods: a) by advertising in the national, or local, media; b) by giving you written notice (this includes printed or electronic communications such as app notifications, emails, publishing the notice on our website or another platform and directing you to the notice); c) by notifying you in any other way that is permitted by law; or d) through any other notice method agreed with you. 14 | ausbanking.org.au

Closing any of your Banking Services We will give you information about closing your accounts 39. We will give you readily accessible information about how to close your account. You may close your accounts 40. If you want to close your account, then we will enable you to do this quickly and easily. Some products may have a minimum notice period. Closing an account that is in credit 41. If we close an account of yours under its Terms and Conditions that is in credit, we: a) will, if appropriate, give you reasonable notice of the closure; b) will, if appropriate, pay you the amount of the credit balance (for example where we have your payment account details); and c) may charge you an amount that is our reasonable estimate of the costs of closing your account. Keeping your accounts safe and secure We will tell you about safeguarding important items 42. We will tell you to safeguard your payment documents (such as cheques) and Devices (such as debit cards or credit cards). We will tell you when you should tell us if any of those items are lost or misused 43. Our Terms and Conditions set out when you should tell us if any payment documents or Devices are lost or misused. 44. We will tell you about: a) how you can notify us of the loss, theft or misuse; and b) the consequences of you not telling us about the loss, theft or misuse. Banking Code of Practice | 15

PART B Customers B1 Inclusive and accessible banking We believe in inclusive and accessible Banking Services 45. We are committed to providing Banking Services which are inclusive and accessible for all customers. We will take reasonable measures to enhance access to our services for customers including, but not limited to: a) older customers; b) people with disability; c) Aboriginal and Torres Strait Islander customers, including those in remote locations; d) people with limited English; and e) people of diverse sexual orientations, gender identities and sex characteristics including lesbian, gay, bisexual, trans and gender diverse, intersex, queer and asexual people, and people born with an intersex variation. 46. We will work to improve inclusivity and accessibility for our customers including, where appropriate and practicable, organising or referring you to external support free of charge, including: a) interpreter services (for example via qualified interpreters, including Auslan); b) National Relay Services; or c) accessible information (such as enabling the use of screen readers and easy read guides). Where it is not practicable to refer you to external support (for example, where an interpreter is not available), we will let you know of alternative ways we may provide support (for example, rescheduling a call to a time when an interpreter is available) or where you may otherwise receive support. 47. Where our staff are fluent in non-English languages, nothing in paragraph 46 prevents those staff members from conversing with you in those languages. When providing Banking Services to Aboriginal and Torres Strait Islander customers 48. If you tell us you are an Aboriginal or Torres Strait Islander customer, we will take reasonable steps to make our Banking Services accessible to you. We will also: a) tell you about any accounts and services that are relevant to you; b) tell you about any accounts or services that have no or low standard fees, if our enquiries indicate you may be eligible for these and help you transfer to another account you want; and c) help you meet any identification requirements if you do not have access to standard identification documents, by following AUSTRAC’s guidance on identification and verification of Aboriginal and Torres Strait Islander customers. 49. We will provide cultural awareness training to staff who regularly assist Aboriginal and Torres Strait Islander customers and Guarantors. 50. We will also make cultural awareness training available to all other staff. When providing Banking Services to remote customers 51. We will also assist our customers who reside in remote communities (including remote Aboriginal and Torres Strait Islander communities) to access and undertake their banking. B2 Taking extra care with customers who are experiencing vulnerability We will take extra care with customers who are experiencing vulnerability 52. We are committed to taking extra care with customers who are experiencing vulnerability. We recognise that a customer’s circumstances may 16 | ausbanking.org.au

require support and that these circumstances may change over time and in response to particular situations. While all customers may be at risk of experiencing vulnerability, this risk may be increased due to a range of characteristics which may include, but are not limited to: a) age; b) disability; c) mental health conditions; d) cognitive impairment; e) serious medical conditions; f) elder abuse; g) family and/or domestic violence; h) financial abuse; i) Financial Difficulty; j) literacy and/or language barriers including limited English; k) cultural background; l) Aboriginal or Torres Strait Islander customers; m) remote locations; or n) incarcerated persons or persons recently released from incarceration. We encourage you to tell us about your circumstances so that we can work with you in relation to your Banking Service, otherwise we may not find out about your circumstances. 53. If you require extra care and you tell us about your personal or financial circumstances, we will work with you to identify a suitable way for you to access and undertake your banking. 54. When we are providing a Banking Service to customers who are experiencing vulnerability we will: a) be respectful of your need for privacy and confidentiality; b) provide appropriate guidance and referrals intended to help you to maintain, or regain, control of your finances; and c) where appropriate, make it as simple as possible for you to appoint a third-party representative (such as a lawyer or financial counsellor) to deal with us on your behalf. B3 Banking Services for people with low or no income When providing transaction Banking Services to low or no income earners 55. If you are an individual and you tell us that you are a low or no income earner, we will give you information about our accounts that you may be eligible for and may be appropriate to your needs for which: a) Standard Fees and Charges are low; or b) there are no Standard Fees and Charges (if we offer such a product). 56. Our obligation in the previous paragraph applies to you regardless of whether or not you are our customer. We may become aware if you are a low or no income earner only if you tell us about it. If you receive a Commonwealth pension or concession, we will give you information about our low or no fee accounts 57. If you apply for a new transaction account, we will ask you if you have any of the following government cards. If you tell us that you have one of these cards, and the account you enquire about is not a basic bank account or low or no fee account, then we will give you information about any basic bank accounts or transaction or deposit accounts we offer that have low or no Standard Fees and Charges (see paragraph 59): a) a Commonwealth Seniors Health Card; b) a Health Care Card; or c) a Pensioner Concession Card. Basic accounts 58. We may offer ‘basic accounts’, or other kinds of low or no fee transaction accounts. 59. Basic accounts have, at a minimum: a) no account keeping fees; b) free periodic statements (you can choose monthly or longer intervals); c) no minimum deposits (except that, if your government benefit is paid into a bank account of yours, you may be required to have it paid into this account); d) free direct debit facilities; Banking Code of Practice | 17

e) access to your choice of a widely accepted debit payment method (including a debit card) offered by us on your basic bank account at no extra cost; and f) free and unlimited Australian domestic transactions.* *Note that you may be charged for certain ancillary services. For example, bank cheques, telegraphic transfers, or transactions at ATMs operated by third parties. We will raise awareness of basic, low or no fee accounts and give you information about them 60. We will raise awareness of our affordable banking products and services such as basic, low, or no fee accounts, including awareness of who they are designed for. 61. We will give you information that is easily accessible about accounts that have low, or no, Standard Fees and Charges. Special features for basic, low or no fee accounts for Eligible Customers 62. If you are an Eligible Customer and you ask for a basic account, or a low or no fee account, we will offer you one of these accounts that has the special features listed in this paragraph and, if we offer basic accounts, will also have the features listed in paragraph 59. The special features are: a) no Informal Overdrafts (except where it is impossible or reasonably impractical for us to prevent your account from being overdrawn); b) No Dishonour Fees; and c) No Overdrawn Fees. 63. You are not obliged to accept our offer of an account with the special features in paragraph 62. You may request (or we may offer you) other accounts (including other basic, low fee or no fee accounts) which do not have some or all the special features or may have additional features. 64. We may also offer accounts with some or all of the special features in paragraph 62, (and/or the features in paragraph 59), to individuals who are not Eligible Customers under this Part. 65. For the purposes of this Part: ‘Eligible Customer’ means an individual that is not a Business who holds a current government concession card listed in paragraph 57. ‘Informal Overdraft’ means credit we provide when (without your express agreement) we permit you to overdraw your account. ‘No Overdrawn Fees’ means we will not charge a fee where your account falls into debit. However, you may be charged interest on the amount in debit. ‘No Dishonour Fees’ means we will not charge a fee because a debit on a basic, low or no fee account is declined due to insufficient funds in the account. Training for staff about customers eligible for basic, low, or no, fee accounts 66. We will train our staff to help them to recognise a person that may qualify for a basic, low, or no fee account. B4 Lending to individuals The National Consumer Credit Protection Act generally applies to lending to individuals for their personal (non-Business) use. You can refer to that Act to find out more about the protections and information that you may be entitled to under that Act. This Part B4 sets out our additional commitments when we provide a Loan to an individual who is not a Business. Appropriate lending 67. If we are considering providing you with a new Loan, or an increase in a Loan limit, we will exercise the care and skill of a diligent and prudent banker. We will do this by complying with the law. 68. We also owe the above obligation to any Guarantor of a Loan referred to in the above paragraph in assessing the borrower’s ability to repay the Loan. Co-borrowers 69. If you are an individual applying for a Loan, or an increase to a Loan limit, in your personal capacity (i.e., not as trustee, director or co-borrower with 18 | ausbanking.org.au

a company or as a partner in a partnership or joint- venture arrangement), paragraphs 70 to 72 apply to you. 70. If, on the information that you have provided to us in the course of applying for this Loan, you will not receive a substantial benefit from the Loan, we will not approve you as a co-borrower unless we: a) have taken reasonable steps to ensure that you understand the risks associated with entering into the Loan, and understand the difference between being a co-borrower and a Guarantor; b) have taken into account the reasons why you want to be a co-borrower; and c) are satisfied that you are not experiencing financial abuse. 71. A substantial benefit includes where: a) you acquire a reasonably proportionate legal or equitable interest in assets purchased with the Loan funds; or b) a reasonable portion of the Loan funds are used to repay your debts, or other obligations owed by you. 72. You may end your liability under the Loan by giving us a written request to do so in the following circumstances: a) where credit has not been provided or relied upon by any co-borrower; or b) for any future advances under the Loan, where we can terminate any obligation we have to extend further credit to any other co-borrower under the same Loan. Lenders mortgage insurance 73. We may require you to pay for lenders mortgage insurance in connection with a Loan you have. If we do this, we will give you a fact sheet about lenders mortgage insurance. The fact sheet will contain information outlining the key policy features. 74. We will not charge you more for lenders mortgage insurance than the actual cost we incur for that policy. We will not receive a commission on your lenders mortgage insurance policy. 75. Depending on the terms of the lenders mortgage insurance policy, if your Loan is repaid or refinanced before the end of the policy, then you may be entitled to a refund of part of the fee or charge you have paid. We will explain this to you in the fact sheet. B5 Lending to Small Business This Part B5 sets out our specific commitments to Small Businesses in relation to providing Loans. Any reference to “you” or “your” in this Part B5 means “Small Business and any reference to “guarantor” means any guarantor of a Small Business, and is not limited to a “Guarantor” (as defined in Part E). Helping a Small Business when it applies for a Loan 76. We will tell you how to apply for a Loan, including the following: a) the information we require; and b) after we have received the information we have requested, how long before we are likely to make a decision. Assessing a Small Business Loan application Appropriate lending 77. If we are considering providing you with a new Loan, or an increase in a Loan limit, we will exercise the care and skill of a diligent and prudent banker. 78. When assessing whether you can repay the Loan, we will do so by considering the appropriate circumstances reasonably known to us about one or both of your: a) financial position; or b) account conduct. Where relevant, we may also take into account your projected future cash flows. We will not ask a third party (such as your accountant) to certify that you can repay the Loan. Where reasonable to do so, we may rely on the financial resources of third parties available to you, provided that the third party has a connection to you (that is, to the Small Business). For example, where the third party is a Related Entity of yours (including but not limited to your directors, shareholders, trustees, beneficiaries or related body corporates), or is a partner, joint venturer, or guarantor of yours. 79. We also owe an obligation to any Guarantor of the Loan to comply with paragraph 78 in assessing the borrower’s ability to repay the Loan. Documents we will give you 80. Before you accept a Loan offer, we will give you a plain English document clearly setting out the key general Banking Code of Practice | 19

Terms and Conditions of the Loan. This is in addition to any documents required under this Code and may be a separate document or part of the Loan document. Where we decide not to approve your Loan 81. If we decide not to approve a Loan to you, we will tell you the general reason why, unless it is reasonable for us not to do so. When can we enforce a Loan against a Small Business for non-payment? For special conditions about other Defaults, see paragraphs 86 to 92. How much notice will we give a Small Business before enforcing a Loan for non-payment? 82. If you have not met a Loan payment obligation under your Loan(s) with us, we will give you no less than 30 Days’ notice of the payment failure before we make a demand for full repayment or take Enforcement Proceedings in relation to your Loan(s), unless paragraph 84 applies. 83. We will not require full repayment or take Enforcement Proceedings for non-payment where: a) the overdue amount is paid during the notice period referred to in paragraph 82; and b) if during that notice period a subsequent payment failure has occurred and that further overdue amount is also paid during that notice period. However, we may still rely on another Default that is not a payment Default when permitted under paragraphs 86 to 92. 84. We may give you a shorter notice period, or no notice, for a payment failure if: a) you or a guarantor is insolvent, goes into bankruptcy, voluntary administration, other insolvency process or arrangement, or no longer has legal capacity; or b) it is reasonable for us to do so to manage a material and immediate risk relating to the nature of the relevant Default, your particular circumstances, or the value of the Security. 85. If you have an overdraft or on-demand facility, we may not be required to give you any notice when we require repayment, but if a failure to repay that facility on demand also constitutes a Default under another Loan with us, we will comply with this Part if we enforce that other Loan based on that Default. Specific events of other Defaults Paragraphs 82 to 85 deal with payment Defaults. The following paragraphs 86 to 92 deal with other Defaults in standard form Small Business Loans. Loan Terms and Conditions 86. Our Loan Terms and Conditions will specify how and when we can enforce a Loan against you for Defaults other than payment Defaults. Enforcement of Small Business Loans for non-monetary Defaults 87. For Defaults other than payment Defaults, we will not take action against you unless your Default is one of the following and paragraph 90 permits action in relation to that Default: a) you or a guarantor is insolvent, goes into bankruptcy, voluntary administration, other insolvency process or arrangement, or no longer has legal capacity; b) another creditor brings Enforcement Proceedings against you or a guarantor or against your or their assets; c) early repayment is required under a separate financing arrangement you or a guarantor has with us; d) Default Based Action is taken by us under a separate financing arrangement against you or a guarantor, due to an event of Default which is described in this Part; e) we believe on reasonable grounds that you or a guarantor has not complied with the law or any requirement of a statutory authority, or it becomes unlawful for you or us to continue with the Loan; f) you or a guarantor gives us information or makes a representation or warranty to us which is materially incorrect or misleading (including by omission); g) you use the Loan for a purpose not approved by us; h) your assets or a guarantor’s assets are dealt with, or attempted to be dealt with in breach of the Loan, or any Security or other agreement with us without our consent; i) you or a guarantor do not provide financial information required by your agreement with us; j) you or a guarantor do not maintain a licence or permit necessary to conduct your Business; 20 | ausbanking.org.au

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k) you or a guarantor do not maintain insurance required by your agreement with us; l) legal or beneficial ownership, or management control of a borrower or guarantor or their Business changes without our consent; or m) status, capacity or composition of you or a guarantor changes without our consent. Nothing in this paragraph prevents us from taking action under paragraphs 82 to 85 or in relation to Defaults arising under covenants permitted by paragraph 91. What we will do before we take Default Based Action Remedying your Default 88. Where your Default is identified in paragraph 87(a) to (m), we will give you: a) a notice specifying the grounds on which we consider there is a Default; and b) no less than 30 Days’ notice of the Default (unless paragraph 89 applies) to remedy your Default where it is able to be remedied and notify you of this time period. 89. We may give you a shorter notice period, or no notice, if: a) you or a guarantor is insolvent, goes into bankruptcy, voluntary administration, other insolvency process or arrangement, or no longer has legal capacity; or b) it is reasonable for us to do so to manage a material and immediate risk relating to the nature of the relevant Default, your particular circumstances, or the value of the Security. Material impact 90. We will only act on a specific event of Default identified in paragraph 87(a) to (m), if the event by its nature is material, or we reasonably consider the event has had, or is likely to have, a material impact on: a) you or your guarantor’s ability to meet your or their financial obligations to us (or our ability to assess this); b) our Security risk (or our ability to assess this); or c) our legal or reputation risk where paragraph 87(e), (f) or (g) applies. Specialised Small Business Loans 91. For the following types of Small Business standard form Loans, we may include financial indicator covenants or special covenants tailored to the particular nature of these Loans as a trigger for Default Based Action: a) Loans for property development; or b) Loans for specialised lending transactions, which because of their nature, require additional covenants as a way of banks managing their risks, including margin lending, Loans to self- managed superannuation funds, bailment, invoice discounting, construction finance, foreign currency Loans and tailored cash flow lending. General material adverse change clauses 92. We will not include an event of Default based on unspecified material adverse changes in any standard form Small Business Loan contract. When we decide not to extend a Loan How much notice will we give you before the end of a Loan 93. If you are not in Default, and under the Loan contract the principal owing is not to be fully repaid at the end of its scheduled term by regular periodic repayments, we will give you notice of our decision not to extend your Loan, at least 3 months before you need to repay your Loan in full. 94. If we decide to extend or refinance your Loan, we are not required to do so on the same terms. When we appoint external property valuers, investigative accountants and insolvency practitioners When using external property valuers, we will be fair and transparent 95. Our processes in relation to external expert valuations will be fair and transparent. 96. Our communication will be clear, and we will explain the purpose of the valuation to you. When we will provide you with a copy of a valuation 97. Where we have received a valuation of a commercial or agricultural real property which you have paid for, we will provide you with a copy of that valuation and the related valuer instruction (except where 22 | ausbanking.org.au

Enforcement Proceedings have commenced). We may require you to acknowledge in writing that you accept our reasonable limitations on your use of the valuation before we provide it to you. 98. We will only appoint appropriately qualified and experienced valuers who are members of professional organisations which abide by a similar code of practice. Appointing investigating accountants and insolvency practitioners (including voluntary administrators) 99. We will act fairly when using investigative accountants and insolvency practitioners, and will ethically manage potential conflicts of interest when appointing receivers who have been investigating accountants for a Small Business, for example: a) We will only appoint qualified practitioners who are members of relevant professional organisations with appropriate codes of conduct. b) We will require additional internal oversight of the appointment of investigating accountants as receivers, to ensure that the decision is necessary and to review the circumstances leading to the appointment. c) If the relationship between you and the investigating accountant has deteriorated (for example has become unworkable), we will consider the appointment of an alternative qualified practitioner. B6 Guaranteeing a Loan When this part applies 100. If you are a Guarantor for a Loan that we give to another individual or Small Business, and this Code applies to the Loan, then this part of the Code applies to your guarantee and/or indemnity. 101. Under this part of the Code, we must give you information and follow certain processes designed to help you understand the financial risks of giving a guarantee and to decide whether you choose to accept those risks. However, you must make your own assessment of whether you choose to enter a guarantee. You should consider seeking independent legal and financial advice. Limiting liability under the guarantee 102. Your guarantee will be limited to: a) a specific amount and/or category of amounts such as all amounts owing under a specific Loan, plus other liabilities and amounts as described in the guarantee (for example, interest and recovery costs); or b) the value of a specified property or other assets under a specified mortgage or other Security at the time of recovery. What we will tell and give you Notice to you 103. The Terms and Conditions of the guarantee will contain a prominent notice that: a) you should seek independent legal and financial advice; b) you can refuse to sign the guarantee; c) there are financial risks involved; d) you can limit your liability in accordance with this Code or as allowed by law; e) you can request information about the transaction or Loan; and f) if applicable, that the guarantee may cover future credit facilities and variations of the existing Loan. We will also include a warning notice that appears directly above the place where you sign the guarantee (substantially in the form required by section 55 of the National Credit Code and detailed in Form 8 of the National Consumer Credit Protection Regulations 2010 (Cth) and consistent with this Code). 104. We will tell you: a) about any notice of demand we have made on the borrower for the guaranteed Loan, or any Loan the borrower has (or has had) with us, within the previous two years; and b) if any existing Loan we have given the borrower will be cancelled if the guarantee is not provided. This paragraph does not apply if you are a Commercial Asset Financing Guarantor, Sole Director Guarantor, Trustee Guarantor or Partnership Guarantor. Banking Code of Practice | 23

Guarantee documents 105. We will give you a copy of the following documents and/or information in relation to the borrower: a) the proposed Loan contract; b) a list of any related Security contracts; c) any related credit report from a credit reporting body; d) any current credit-related insurance contract that is in our possession; e) any financial accounts or statement of financial position the borrower has given us in the previous two years for the purposes of the guaranteed Loan; f) the latest statement of account relating to the Loan for a period in which a notice of demand was made by us within the last two years; and g) other information we have about the guaranteed Loan that you reasonably request — but we do not have to give you our internal opinions. This paragraph does not apply if you are a Commercial Asset Financing Guarantor, Sole Director Guarantor, Trustee Guarantor or Partnership Guarantor. 106. If we approve the Loan being guaranteed by you, we will let you know that you can request a copy of our assessment about whether the Loan is not unsuitable for the borrower where regulated under the National Consumer Credit Protection Act , free of charge. 107. We will give the guarantee documents directly to you or your representative. We will not give the guarantee documents to the borrower, or to someone acting on behalf of the borrower, to arrange for you to sign the guarantee. This paragraph does not apply if you are a Commercial Asset Financing Guarantor, Sole Director Guarantor, Trustee Guarantor or Partnership Guarantor. 108. If you are a Director Guarantor (other than a Sole Director Guarantor) we will tell you that you have the right to receive the documents in paragraphs 103 to 105 and that these documents contain important information that may affect your decision to give a guarantee. You may choose not to receive some or all of the documents and we will not influence your choice. Before accepting a guarantee 109. Before we accept your guarantee, we will take reasonable steps to ensure that a meeting is held with you either in person or via video conference, phone, or some other means to discuss you being a Guarantor. 110. We will take reasonable steps to ensure that the borrower is not, to our knowledge, present at the time of the meeting referred to in paragraph 109. Where the meeting is not in person, this will be done by having you confirm that the borrower is not present, and if the meeting is via video conference, we will also ensure that the borrower is not visible on screen. 111. Paragraphs 109 and 110 do not apply if: a) you or your lawyer confirm to us that you have received independent legal advice about the guarantee; b) you are a Director Guarantor, Commercial Asset Financing Guarantor, Sole Director Guarantor, Trustee Guarantor, Partnership Guarantor or Vehicle Asset Financing Guarantor; or c) you are accepting an extension of the guarantee. Signing your guarantee When we can accept your guarantee 112. We will not accept a guarantee from you until the third day after you have been given the information provided at paragraphs 103 to 105. 113. However, we can accept the guarantee earlier if: a) you or your lawyer confirm to us that you have received independent legal advice about the guarantee; b) you are accepting an extension of the guarantee; c) you are a Commercial Asset Financing Guarantor, Sole Director Guarantor, Trustee Guarantor, Partnership Guarantor or Vehicle Asset Financing Guarantor; or d) you are a Director Guarantor and you choose to sign and deliver the guarantee earlier. We will not influence your choice. 114. If we attend the signing of the guarantee, we will ensure that you sign the guarantee in the absence of the borrower. Where the signing is via video 24 | ausbanking.org.au

conference, this will be done by having you confirm that the borrower is not present, and ensuring that the borrower is not visible on screen. This paragraph does not apply if you are a Commercial Asset Financing Guarantor, Sole Director Guarantor, Trustee Guarantor or Partnership Guarantor. During the guarantee 115. We will send to you the following information, about a borrower’s deteriorating financial position as it relates to the Loan you guarantee, within 14 Days of the relevant event: a) a copy of any formal demand or Default notice we send to the borrower after we send it; b) a written notice if the borrower has advised us that they are experiencing Financial Difficulty which has resulted in a change to their Loan; and c) a written notice if the borrower is in continuing Default for more than two months after the issuance of the Default notice referred to above. This paragraph does not apply if you are a Commercial Asset Financing Guarantor, Sole Director Guarantor, Trustee Guarantor or Partnership Guarantor. 116. You may write to us to limit, or further limit the liabilities you have guaranteed under your guarantee. However, we do not have to accept your request if: a) the amount, or nature, of the limit you request does not cover the borrower’s existing liability (plus any interest owed, or any fees, or charges that we may incur in respect of that liability) under the relevant Loan contract at the time; b) we are obliged to make further advances to the borrower; or c) we would be unable to preserve the current value of an asset which is Security for the Loan without making further advances. 117. If you ask us to, within 30 Days we will give you additional copies of any information we have given you about your guarantee. However, we do not need to give you those copies if we have given you the information you requested within 3 months before your request. This paragraph does not apply if you are a Commercial Asset Financing Guarantor, Sole Director Guarantor, Trustee Guarantor or Partnership Guarantor. 118. Nothing in this Code requires us to provide you with any information other than the specific factual information referred to in paragraphs 104, 105, 106 and 115. Extending your guarantee 119. If a borrower obtains a new Loan or has changes made to an existing Loan, then these may be covered by your guarantee to the extent they fall within the limit contained in your guarantee. 120. If we agree to increase the limit in your guarantee, we will: a) give you what is required under paragraph 105; and b) obtain your written acceptance of the extension of the guarantee. 121. In these circumstances, we will provide you with any unsatisfied notice of demand made by us on the borrower in respect of the Loan. Withdrawing or ending your guarantee Withdrawing your guarantee 122. You may, by written notice to us, withdraw from the guarantee: a) at any time before we provide credit under the relevant Loan; or b) after credit is first provided, if the signed version of the relevant Loan differs in a material respect from the proposed Loan, we gave you before you signed the guarantee. This does not apply for any change to the Loan described in paragraph 119. However, if your guarantee applies to more than one Loan, you may only withdraw in relation to a Loan referred to in (a) or (b). Ending your guarantee 123. You may end your liability under a guarantee you have given to us by: a) paying us the lower of: i) the borrower’s outstanding liability, including any future or contingent liability; or ii) the amount to which your guarantee of Banking Code of Practice | 25

the borrower’s liability is limited under the guarantee; or b) making other arrangements we agree to in return for releasing you from your guarantee. Enforcing our rights under the guarantee How we will enforce our rights under the guarantee 124. We will not enforce any mortgage or other Security you have given us in connection with the guarantee, such as a mortgage over your principal place of residence, unless we have first enforced any mortgage or other Security that the borrower has provided for the guaranteed liability. Before we enforce a mortgage over your principal place of residence in connection with the guarantee, we will encourage you to tell us about your circumstances so that we can discuss other reasonable alternatives for you to repay the guaranteed liability. If you are experiencing Financial Difficulty, you can also contact us under paragraph 127. This paragraph does not apply where the guaranteed liability arises under a standard margin loan. 125. We will not enforce any judgement against you under the guarantee unless: a) we have first enforced any mortgage or other Security that the borrower has provided for the guaranteed liability; and b) if one (or more) of the following has occurred: i) we have obtained Court judgement in our favour against the borrower for payment of the guaranteed liability, and the judgement debt remains unpaid for at least 30 Days after our written demand for its payment; ii) we have made reasonable attempts to locate the borrower but without success; or iii) the borrower is insolvent. 126. However, the restrictions under paragraphs 124 and 125 do not: a) apply if, after the Default notice is issued and after we have informed you of the limitations of our enforcement rights under this Part, you have specifically agreed in writing that they do not apply; or b) require us to first enforce any mortgage or other Security that the borrower has provided if we reasonably expect that the net proceeds of that enforcement will not be sufficient to repay a substantial portion of the guaranteed liability, or as a result of the borrower not providing us with information, documents, or access to premises or assets as required, we are unable to reasonably assess whether the net proceeds of that enforcement will not be sufficient to repay a substantial portion of the guaranteed liability. Guarantors experiencing Financial Difficulty 127. If you are a Guarantor and we have made a demand for you to pay under a guarantee and you are experiencing Financial Difficulty, then contact us as soon as possible and we will discuss your options. B7 Farmers Charging Default Interest during drought and natural disasters 128. Subject to paragraph 129, where you are a Farmer and we have provided you with a Loan for the purposes of a Farming Operation, we will not charge Default Interest (or any fee in lieu of Default Interest) on that Loan during any period that the land you use for that operation is in drought or subject to natural disaster. For the purposes of this paragraph, land is “in drought or subject to natural disaster” where an Australian State or Territory Government makes a declaration to that effect, or, if no such declaration is made, where we are satisfied on other grounds that the land is in drought or subject to natural disaster. 129. For paragraph 128 to apply, you may need to tell us about the circumstances, and we will refund any Default Interest or fees charged in lieu of Default Interest which were charged during your Default and the drought or natural disaster. Farm debt mediation 130. Before we enter into a farm debt mediation with you, we will inform you that you may have a right to make a Complaint to AFCA. 26 | ausbanking.org.au

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If we do not reach an agreement at a farm debt mediation and you then decide to make a Complaint to AFCA, we will give our consent for AFCA to consider the Complaint. This paragraph only applies where your Complaint would have been excluded by AFCA because it had previously been the subject of a farm debt mediation. B8 Deceased estates This Part B8 sets out our commitments to assisting you in relation to customer accounts where the customer is a deceased individual. It does not apply to accounts held by a customer who is a company. In this Chapter, “you” or “your” means a Deceased Estate Representative or any other person who we reasonably consider has an appropriate interest in the Deceased Estate. Deceased Estate Representatives
We will treat you with respect and compassion and provide clear and accessible information as to what a Deceased Estate Representative can do to manage a customer’s account(s) in the event of their death. We will also make this information publicly available (for example, on our website). This will include information about: a) how to notify us of a customer’s death; b) who has authority to access the customer's account(s) or Loan details; c) what information we need to verify the identity and authority of a Deceased Estate Representative; d) what steps the Deceased Estate Representative needs to take to manage the deceased customer’s account(s); and e) direct debits and recurring payments. Notifying us
You should notify us of a customer’s death as soon as practicable.
We may require you to provide us with documents to confirm the customer’s death, such as a verified copy of the death certificate. If you are having difficulty obtaining a death certificate, please contact us to discuss alternative documents that may be acceptable (for example, a verified copy of a medical report). What happens after we are notified
Following notification of the customer’s death, we will take reasonable steps to promptly secure any accounts in the sole name of the deceased by: a) removing the deceased customer’s internet and app banking login credentials; and b) restricting the types of debit transactions that can be performed on the account. Certain transactions may still be processed (for example, those referred to in paragraph 139(a).
For any accounts in the sole name of the deceased, we will also: a) promptly identify and stop charging any fees that are for Banking Services that can no longer be provided, or will not be provided to the deceased’s estate; and b) if any fees referred to in paragraph 136(a) above have already been charged since the customer’s death, refund those fees. Fees for Banking Services that will continue to be provided to a deceased’s estate may continue to be charged (for example, account keeping fees). Notifying us that you are a Deceased Estate Representative and acting on instructions
To allow us to determine that you are a Deceased Estate Representative, to share information with you and to take your instructions concerning a deceased’s accounts, we will usually require proof of identification together with the following: a) if the deceased customer has made a Will and you are the Executor(s) nominated in that Will, we will require a verified copy of the Will; or b) if the deceased customer has not made a Will, a verified copy of the death certificate identifying you as the Next of Kin(s) (if not already provided) or other documentation that recognises you as the Next of Kin. We may require additional documentation to the documents listed above. If you cannot produce the documents referred to in 137(a) and 137(b) above, please contact us to discuss. 28 | ausbanking.org.au
If we have received verified copies of documents to establish a Deceased Estate Representative, we will act on a valid Deceased Estate Representative instruction concerning a deceased’s accounts within 14 business days of receiving that instruction. If there are multiple Deceased Estate Representatives (for example, two Executors named in the Will), we may require valid instruction from each Deceased Estate Representative.
In circumstances where a Grant of Probate or Letters of Administration are required but have not yet been issued, a Deceased Estate Representative may only provide the following types of instructions: a) instruction to provide all information about the deceased’s account including relevant ongoing fees; b) instruction to receive payment towards a debt owed to us by the deceased; and c) instruction to release funds to pay or reimburse permissible expenses such as funeral expenses or court filing fees for Grant of Probate or Letters of Administration (subject to receiving proof of invoice or receipt).
If we do not require a Grant of Probate or Letters of Administration, we will tell a Deceased Estate Representative how they can finalise the estate.
A Deceased Estate Representative may apply to open a deceased estate account in the name of the estate of the deceased customer, if we offer that type of Banking Service. Grant of Probate and Letters of Administration
We will tell a Deceased Estate Representative if we require a Grant of Probate or Letters of Administration to accept certain instructions (for example, to distribute assets).
If we have received a verified copy of a Grant of Probate or Letters of Administration (whichever is relevant), we will act on a valid Deceased Estate Representative instruction concerning a deceased’s accounts within 14 business days of receipt of that instruction. If there are multiple Deceased Estate Representatives, we may require valid instruction from each Deceased Estate Representative. Appointing a legal representative to act on behalf of the Deceased Estate Representative
A Deceased Estate Representative can appoint a legal representative (lawyer or solicitor) at any time to act on their behalf. Your legal representative will need to provide us with information to enable us to identify the estate that they are representing. Joint accounts
If you are a joint account holder with a deceased customer, you may continue to operate the account subject to the Terms and Conditions of the account. Banking Code of Practice | 29

PART C Banking services C1 Joint Accounts 146. If you have a joint account, we will tell you how you can use that account. How you can stop withdrawals 147. If you have a joint account, from which either you or another account holder can make withdrawals, you can ask us to change the account authority so that all account holders have to approve any future withdrawals. This may be relevant to you if you are vulnerable (see Part B2). 148. The above paragraph does not apply to directors of a company who are signatories on behalf of the company, rather than joint account holders in their personal capacity. Joint Accounts and Financial Difficulty 149. If you have a joint account with someone and you are experiencing Financial Difficulty, then we can assist you. If you ask us to, we can do so without involving the other person initially. C2 Direct debit and recurring payment services 150. We will provide information on our websites about how Direct Debits or Recurring Payments may be cancelled. We will give you a list of your Direct Debits and Recurring Payments 151. If you ask us to, we will give you a list of Direct Debits and Recurring Payments on your accounts for up to the previous 13 months. The list will include only those Direct Debits and Recurring Payments that are known to us from the information we receive about your transactions. What we will do when you ask to cancel a Direct Debit or advise us of a problem with a Direct Debit 152. You can ask us to cancel your Direct Debit request and we will promptly process this. This paragraph does not apply to cancellations of Recurring Payments (whether via a debit card or credit card), which must be done by contacting the Merchant or service provider directly. 153. You can ask us to investigate an unauthorised Direct Debit and we will act promptly to assist you. C3 Credit and debit cards We will give you notice before an introductory balance transfer offer ends 154. If you have an introductory balance transfer offer on your consumer credit card, we will give you at least 30 Days’ notice before it is due to end. How we treat your existing credit cards when you apply for a new Loan or Loan increase 155. If the National Credit Code would apply to the new Loan or Loan increase we are considering providing to you, we will factor in your ability to repay the amount of your existing consumer credit card limits within three years when complying with our obligations to you under this Code. Setting a credit card limit when you apply 156. You can let us know what your preferred credit card limit is and we will not give you a limit that is more than what you requested. Transactions may be processed which nevertheless cause you to exceed your limit. You can ask us to dispute a transaction on your credit or debit card account 157. If, within the time limit set by your credit card or debit Card Scheme rules — you tell us that you dispute a transaction on your card, then we: a) will claim the relevant amount back if we find it to 30 | ausbanking.org.au

have been incorrectly charged and you have not contributed to the loss; or b) may accept the Merchant’s refusal to make that chargeback only if the refusal is made in a way allowed under the relevant Card Scheme rules. 158. You have the rights under the above paragraph even if the payment was debited from your credit card or debit card account and was part of a recurring payment arrangement you have with that Merchant. 159. You may have rights to dispute an Unauthorised Transaction under the ePayments Code (see asic. gov.au/regulatory-resources/financial-services/ epayments-code) or as contained in your Terms and Conditions. 160. We will make general information about disputed transactions available to you and notify you of the availability of this information at least once every 12 months. Cancelling your credit card 161. If we cancel your credit card, we will tell you. If appropriate, we will give you the general reasons for doing so. C4 Consumer credit insurance (CCI) Our approach to selling CCI for credit cards and Loans 162. If we offer CCI, then we will give you clear information that enables you to make an informed decision, including (to the extent we can): a) the cost of the CCI, including any interest you will pay on the premium; b) how long you would be insured for; c) the monetary limits on the key benefits payable under the insurance; and d) the date your insurance ends, if that date is different to the date on which the underlying credit product ends. 163. Before we enter the contract with you, we will ensure we have your express consent to acquire the CCI product. Separation of application process for CCI for credit cards and Loans sold through digital channels 164. We will refer to the availability of CCI only after you have completed the digital application for a credit card or Loan. 165. We will let you know that whether you purchase CCI or not has no bearing on whether we approve you for a credit card or Loan. 166. We will use clear disclosure for CCI on credit cards and Loans to enable customers, as they navigate through the digital experience, to better understand this type of insurance. This will be through: a) use of filtering questions so that we alert you to key policy exclusions such as age, residency and employment status and if you are not eligible to claim a significant part of the policy, not offering this product; b) disclosing the limits of the policy as part of the process (the circumstances in which a payout will be made and the amount of the payout); c) disclosing any incentives you might receive from taking out the CCI product and their effect; d) telling you the total cost of the insurance (if known) before you complete the CCI purchase; e) telling you how the premium is to be paid; and f) where the ongoing premium is calculated as a percentage or a cost per dollar of the outstanding debt or statement balance, then we will tell you that cost and how we calculate it. Banking Code of Practice | 31

PART D When things go wrong Part D applies both to individuals, in addition to the hardship provisions under the National Consumer Credit Protection Act , and to Small Businesses. D1 Contact us if you are experiencing Financial Difficulty Contact us if you are experiencing Financial Difficulty 167. If you are experiencing Financial Difficulty, then you, or your representative should contact us as soon as possible. We will discuss your situation and the options available to help you. The sooner you contact us, the sooner we can try to help. What does ‘Financial Difficulty’ mean? 168. Financial Difficulty means you are unable to repay what you owe, you expect to be unable to pay upcoming repayments, or you are experiencing difficulty meeting your repayment obligations. This can be as a result of an unexpected event or unforeseen changes outside your control including impacts from: a) an illness or injury; b) loss of employment; c) a pandemic; or d) natural disasters such as droughts, fires, floods and earthquakes (as declared by an Australian Federal, State or Territory Government) or, if no such declaration is made, where we are satisfied on other grounds that a natural disaster has occurred. We will listen to your situation of Financial Difficulty 169. When you contact us, or are thinking about contacting us, it is important for you to be open, and as realistic as you can be, about your financial position. In turn, we will be compassionate in trying to understand your situation and when discussing any way we can help. We will give you a choice to have us deal with your financial counsellor or representative 170. If we are working with you to help you respond to Financial Difficulties, then you can tell us to deal with your financial counsellor or representative, rather than dealing with you. To do this, you will need to give us their contact details in writing. 171. However, we may deal with you directly again in the following situations: a) if you ask us to; b) if we have made reasonable attempts to contact, or deal with, your financial counsellor or representative but we are unsuccessful; or c) if your representative is not a financial counsellor, and: i) we reasonably believe the representative is not acting in your best interests; or ii) it is otherwise reasonable to do so in the circumstances. If we decide to deal with you directly under (b), or (c), we will tell you, and will suggest other free alternatives that may be available to you. We will respond promptly to you or your representative 172. We will respond promptly to you, or your representative’s request to discuss your Financial Difficulties. We may contact you if you are experiencing Financial Difficulty We may contact you if we think you are experiencing Financial Difficulty 173. We will employ a range of practices that can identify common indicators of Financial Difficulty. If we identify that you may be experiencing difficulty paying what you owe under a Loan (or are experiencing Financial Difficulty), then we may contact you to discuss your situation and the options available to help you. We will do this on a 32 | ausbanking.org.au

Restoring your financial position is possible Our financial hardship arrangements focus on situations from which you can recover your financial position. In these situations, we may be able to help you by: • agreeing to interest only payments for a short period; • extending the term of your Loan to reduce your repayments; or • temporarily postponing or deferring payments. These arrangements may require you to pay more interest over the Loan term. What you can do In these circumstances, contact us and we will help you work out what you need to do. Restoring your financial position is unlikely A permanent change to your financial situation may mean it is now unlikely that your financial position can be recovered — even if your existing Loan were to be changed. In that case, it may not be appropriate, for us to offer you changes to any payment arrangements under the National Credit Code’s financial hardship process. However, even in these circumstances, we may be able to offer you help — for example, options may include: • agreeing on an alternative arrangement, plan or contract; • changing the terms of your Loan; • giving you time to sell your property; or • giving information about bankruptcy or insolvency arrangements. What you can do In these circumstances, contact us and we will help you work out what you need to do. We may refer you to people who can help you find a financial adviser or financial counsellor. case-by-case basis. 174. If we are able to contact you and discuss your situation under paragraph 173 and we offer basic bank accounts that you are eligible for, we will offer this product to you. We will try to help you if you are experiencing Financial Difficulty We will work with you to help you respond to Financial Difficulty 175. With your co-operation, we will work with you to help you find a sustainable solution to your Financial Difficulties. Any help we can give will depend on your individual circumstances. We provide help to customers on a case-by-case basis. We will give you information about our Financial Difficulty processes 176. We will make information publicly available about our processes for working with customers in Financial Difficulty. What we will consider when deciding on assistance options 177. When we are deciding whether, and how, to help you with Financial Difficulty, we will take into account the information available to us, including information you give us about your financial situation. Examples of how we may help you if you are experiencing Financial Difficulty 178. The table to the right sets out examples of steps we may be able to take to help you in particular situations. When we may waive your debt 179. In exceptional circumstances, we may look outside normal processes to find a way to assist you if you are experiencing long term hardship as a result of a material change in circumstances. 180. If you are an individual, we may, at our discretion, reduce or waive your debt if it is an unsecured personal Loan or credit card, on a case-by-case basis and on compassionate grounds, having regard to the following: a) your individual circumstances; Banking Code of Practice | 33

b) if you are unable to meet your repayments now and in the future; c) whether the hardship is genuine and being caused by factors outside your control; and d) our commercial considerations. We will tell you about the relevant National Credit Code provisions if they apply 181. We will tell you about the hardship provisions of the National Credit Code if they apply to you. We will not require you to access your superannuation 182. We will not require you to access your superannuation to pay any amount you owe us under a Loan (unless you are borrowing for a self- managed superannuation fund). However, you may wish to discuss this option with a financial counsellor. You can also find out more about this from the Department of Human Services, see www.servicesaustralia.gov.au Other people who can assist you 183. If you ask us to and where appropriate, we will refer you to financial counselling organisations that may be able to help you. We may also recommend on our own initiative that you seek independent advice from a financial counsellor. We will tell you about our decision in writing 184. We will tell you in writing: a) whether we will provide you with help in relation to your Financial Difficulty; and b) the reasons for our decision. 185. If we agree to provide you with help in the form of changes to your agreement with us, then we will tell you in writing about the main details of the arrangements, including: a) the repayments you need to make under the proposed new arrangement; b) what will happen at the end of the new arrangement; and c) whether you accepting the proposed new arrangement will have any adverse consequences in relation to Banking Services or your credit history (for example, an entry in your credit report or cancellation of a Banking Service). This does not apply to minor individual instances of help we provide — for example: deferrals, refunds or fee waivers. When you are in Default 186. If you are a Small Business and you are in Default, we will tell you if we report any payment Default of yours under your Loan to a credit reporting body. We will also tell you that you may be able to independently obtain a copy of your report directly from a credit reporting body, but will let you know that not all credit reporting bodies may offer such reports and that credit reporting bodies may charge fees for accessing reports. When we are recovering a debt We will comply with debt collection guidelines 187. We will comply with the following guidelines in relation to debt collection: a) the ACCC’s and ASIC’s Debt Collection Guideline: for Collectors and Creditors ; and b) the Code of Operation: Recovery of Debts from Department of Human Services Income Support Payments or Department of Veterans’ Affairs Payments. 188. If we sell a debt to another party, we will: a) only choose a party that has agreed to comply with the above guidelines; b) have processes in place to monitor how the buyer is undertaking their collection activities to recover an unsecured debt; and c) require that the buyer consults with us prior to commencing bankruptcy or insolvency proceedings to recover an unsecured debt. What we will tell you if we sell your debt to another party and we will not be your contact 189. If we sell your debt to another party, and you will be obliged to pay the debt to that other party, and we will no longer be your contact, we will write to you to let you know and to explain: a) that we have sold your debt; and b) who we have sold it to. We will not sell debt when we are considering your financial situation 190. We will not sell your debt to anyone else if: a) we are actively considering your financial situation under either: i) paragraph 175 of this Code; or ii) the hardship variation provisions of the National Credit Code ; 34 | ausbanking.org.au

b) you are complying with an arrangement that you have made with us after we have considered your financial situation; or c) you are experiencing vulnerability and: i) we are of the view that the vulnerability is likely to be ongoing; and ii) there is no reasonable prospect of the debt being recovered. 191. However, we may transfer your debt in any of those circumstances if the transfer: a) is part of a funding arrangement — for example, a securitisation or the issue of covered bonds or similar funding arrangements; or b) is part of a sale of Business or Business restructure. Combining your accounts We will inform you if we combine or set-off your accounts 192. If we combine or set-off your accounts, including using available funds in one of your accounts to repay a debt you owe us, then we will promptly inform you we have done so. When we cannot combine your accounts 193. If you have an account that relates to any amounts you owe us under a Loan that is regulated by the National Credit Code , then we may not combine that account in any of the following circumstances: a) while we are actively considering your financial situation under either: i) paragraph 175 of this Code; or ii) the hardship provisions of the National Credit Code ; b) while you are complying with an arrangement you have made with us after we have considered your financial situation; or c) if doing so breaches Code of Operation: Recovery of Debts from Department of Human Services Income Support Payments or Department of Veterans’ Affairs Payments. 194. If we are considering your financial situation in any of the ways referred to in the above paragraph, then we may require that you keep funds in an account until we have decided whether to agree to your request. D2 Complaints 195. You can make a Complaint about our Banking Services or our compliance with the Code. Our Complaints resolution process will comply with ASIC Regulatory Guide RG 271 : Internal dispute resolution. If that Regulatory Guide does not apply to you, we will act as though it does. ASIC Regulatory Guide RG 271 is available on ASIC’s website and can be accessed via this link: asic.gov.au/regulatory-resources/find-a-document/ regulatory-guides/rg-271-internal-dispute- resolution. 196. We will ensure our process for handling your complaint is fair and reasonable. 197. We will keep you informed on the progress of your complaint. 198. We will give you the name of the team who is handling your complaint and a way to contact them. 199. If we are unable to resolve your complaint within 30 days (or within 21 days if it involves a hardship notice, default notice or request to postpone enforcement under the National Credit Code), we will: a) tell you the reasons for the delay; b) tell you the date by which you can reasonably expect to hear the outcome of our investigation; c) give you monthly updates on the progress; d) tell you about your right to complain to AFCA if you are dissatisfied; and e) provide you with contact details for AFCA. However, for complaints involving hardship notices or postponement of enforcement, exceptions apply to the 21 day timeframe if we do not have sufficient information to make a decision or we reach an agreement with you. If we require further information from you then we will request it within 21 days of receiving the complaint. Banking Code of Practice | 35

Term Definition ABA The incorporated entity named Australian Banking Association Limited (or any approved change of name). ACCC Australian Competition and Consumer Commission. AFCA Australian Financial Complaints Authority. ASIC Australian Securities and Investments Commission. Asset Finance Financial accommodation provided by us: (a) for the acquisition, lease, rental, hire purchase or otherwise of a tangible asset that is not land; and/or (b) to fund the payment of any insurance products acquired in connection with that asset. ATM Automatic teller machines. AUSTRAC Australian Transaction Reports and Analysis Centre. Bank Means a corporation authorised by law to carry on the general business of banking in Australia and that is authorised under the Banking Act 1959 ( Cth ) to use the word “bank” or a similar expression in its name. Banking Service Means any financial service or product provided by us in Australia to you: (a) whether supplied directly or through an intermediary; and (b) if provided by another party and distributed by us, extends only to the distribution or supply, and not to the service or product itself. Examples of Banking Services the Code applies to: • savings accounts and term deposits; • credit cards, debit cards, prepaid cards; • home Loans, personal Loans, bill facilities, overdrafts (in the Code these are included in the definition of “Loans”); • consumer credit insurance; • payment services; and • foreign currency exchange services. PART E Definitions 36 | ausbanking.org.au

Banking Service (continued) However, Banking Services the Code does not apply to include: • life or general insurance; • superannuation; • shares, bonds and other securities that we issue; and • financial products and financial services for the purposes of Chapter 7 of the Corporations Act, if you are a ‘wholesale client’ rather than a ‘retail client’. For the purpose of this test under the Code, we will substitute the definition of ‘small business’ in subsection 761G(7)(b) of the Corporations Act with the definition of ‘Small Business’ under the Code. Where a Banking Service that is a financial product or service under Chapter 7 is provided to a ‘Small Business’ under the Code, the Code will not apply where the Small Business is otherwise deemed a wholesale client under Chapter 7. BCCC Banking Code Compliance Committee. BCCC Charter means the charter of the BCCC as amended from time to time. BSB A digital address that identifies a financial institution and its particular administration centre, processing centre, branch or office. Business A customer is treated as a business if they apply for, or receive, a Banking Service for a purpose that is wholly or predominantly a trading or commercial purpose, and where the National Credit Code does not apply. Card Scheme Mastercard, Visa, eftpos, American Express, Union Pay or Diners Club. Code The 2025 Banking Code of Practice as published by the ABA, as amended from time to time. Commercial Asset Financing Asset finance provided by us to a Business. Commercial Asset Financing Guarantor A Guarantor that is a director, shareholder or manager of a company, that has provided a guarantee for the company’s Commercial Asset Financing. Complaint An expression of dissatisfaction made to or about us in relation to our products, services, staff or the handling of a Complaint, where a response or resolution is explicitly or implicitly expected or legally required, as per ASIC guidelines. Consumer Credit Insurance or CCI Insurance that provides cover if you can't meet the repayments on your Loan because you lose your job, you are sick or injured, or you die. Corporations Act Corporations Act 2001 (Cth). Days Calendar days, unless otherwise stated. Deceased Estate An estate includes all of a person's property, assets and liabilities. A deceased estate refers to all of the property, assets and liabilities belonging to the person when they died. Banking Code of Practice | 37

Deceased Estate Representative The person who is entitled at law to deal with the Deceased Estate, who may be: • a person(s) nominated as Executor in the last Will of the deceased person; • a person(s) who has presumptive entitlement to Letters of Administration; or • in limited circumstances, the Next of Kin. Our determination of a person(s) entitled to be a Deceased Estate Representative will depend on documents provided following the death of the customer and/or following an order from a court. There may be more than one Deceased Estate Representative (for example, if there are two Executors appointed in the Will). Default You are ‘in default’ if you fail to meet any of the Terms and Conditions of the contract. Default Based Action Exercising a legal or contractual right as a direct result of an event of Default. Default Interest Is the application of a higher annual percentage rate applicable under a Loan because you are in Default, for the period that the Default continues. Device A device given by us to you that is used to perform a transaction. Examples include: (a) ATM cards; (b) debit cards and credit cards, whether physical or virtual; (c) prepaid cards (including gift cards), whether physical or virtual; (d) electronic toll devices; (e) tokens issued that generates a pass code; and (f) contactless devices. Direct Debits The regular payments from a deposit account. This is where you have given your deposit account details (BSB and account number) to allow a Merchant or service provider to debit your account regularly to pay for the services they provide you. Director Guarantor A Guarantor of a Loan who is a director of a company which is to be the debtor for the Loan. eftpos Proprietary or domestic debit cards managed by eftpos Payments Australia Limited. Eligible Customer Has the meaning given to it in paragraph 65. Enforcement Proceedings For a Small Business: (a) commencing proceedings in a court to recover a debt or to recover possession of property subject to Security; or (b) otherwise enforcing Security by taking possession (or seeking to take) of Security property, exercising a power of sale over Security property, appointing receivers or receivers and managers, appointing voluntary administrators, or making application to a court for the appointment of provisional liquidators or the appointment of a trustee in bankruptcy; or (c) enforcing a judgment against you, a Guarantor, or your or their assets. 38 | ausbanking.org.au

Executor Means the person(s) nominated to administer and distribute the Deceased Estate in the Will. Farmer As defined in section 4 of the Farm Debt Mediation Act 1994 (NSW) (meaning a person (whether an individual person or a corporation) who is solely or principally engaged in a Farming Operation and includes a person who owns land cultivated under a share-farming agreement and the personal representatives of a deceased farmer). Farming Operation Is as defined in section 4AB of the Farm Debt Mediation Act 1994 (NSW) as meaning a Business undertaking that primarily involves one or more of the following activities: (a) agriculture (for example, crop growing and livestock or grain farming); (b) aquaculture; (c) the cultivation or harvesting of timber or native vegetation; and/or any activity involving primary production carried out in connection with an activity referred to in paragraphs (a)-(c). Financial Difficulty Financial Difficulty has the meaning given to it in paragraph 168. Grant of Probate Means a court order granted by the Supreme Court (of the relevant state or territory) that confirms the Will is valid, and the Executor(s) has/have authority to administer and distribute the Deceased Estate. Guarantor An individual who gives a guarantee and/or indemnity to secure a Loan that we give to another individual or to a Small Business to which Part B6 of the Code applies. Informal Overdraft Has the meaning given to it in paragraph 65. Letters of Administration Means a court order granted by the Supreme Court (of the relevant state or territory) which allows the administrator(s) (the person who is appointed by the Court) to administer and distribute the Deceased Estate where there is no Grant of Probate Loan The credit or financial accommodation provided to you under the Banking Service, including, but not limited to, credit facility, credit contract, loan facility, home loan, personal loans, bill facilities, overdrafts, commercial Asset Finance. Merchant A provider of goods and services. National Credit Code The National Credit Code set out in Schedule 1 of the National Consumer Credit Protection Act . National Consumer Credit Protection Act National Consumer Credit Protection Act 2009 (Cth). Next of Kin Ordinarily, this means the deceased customer's closest living relative who is 18 years or older identified on the deceased’s death certificate and who is entitled at law to deal with the Deceased Estate, however this will need to be determined on a case by case basis. No Overdrawn Fees Has the meaning given to it in paragraph 65. No Dishonour Fees Has the meaning given to it in paragraph 65. Banking Code of Practice | 39

Partnership Guarantor A Guarantor of a Loan who is a partner of a partnership, and that partner is to be a debtor for the Loan. Recurring Payments The regular payments from credit or debit cards. This is where you have given your credit or debit card details (card number, expiry date and security code) to allow a Merchant or service provider to charge your credit or debit card regularly to pay for the services they provide you. Related Entity As defined in section 9 of the Corporations Act . Security Includes, without limitation, mortgage of and a security interest within the meaning of the Personal Property Securities Act 2009 (Cth). Small Business What is a “Small Business”? A Business customer is a “Small Business” if at the time it obtains the Banking Service it satisfies the Small Business test below. If the customer is part of a Business Group (as defined below), then this test is applied to the Business Group. Where two or more customers obtain a Business Banking Service jointly (such as joint borrowers or joint account holders), the customers are assessed jointly under the below “Small Business” test, together with each other entity that would form part of any of the customers’ Business Group. The “Small Business” test A Business customer is a “Small Business” if the customer, or its Business Group (if applicable): (a) had an annual turnover of less than $10 million in the previous financial year; and (b) has fewer than 100 full-time equivalent employees; and (c) has less than $5 million total debt to all credit providers (other than debt to which the National Credit Code applies, and without double counting, debt owed between members of a Business Group) including: i) any undrawn amounts under existing Loans; and ii) any Loan being applied for. Businesses that are never “Small Businesses” Despite anything above, a Business customer is not a “Small Business” if it is: (a) listed on an Australian or overseas stock exchange; (b) a partnership or joint venture with more than 20 partners or venturers; (c) a government entity; (d) an Australian Prudential Regulation Authority (APRA) regulated entity; (e) an Australian Financial Services Licensee that is authorised under its licence to operate registered managed investment schemes as a responsible entity, to provide custodial and depository services, or to operate a corporate collective investment vehicle; (f) a corporate collective investment vehicle; or (g) a member of a Business Group that includes any of the above. 40 | ausbanking.org.au

Small Business (continued) Business Group The following entities are considered part of a customer’s Business Group for the purpose of the above “Small Business” test: (a) the customer; (b) each entity the customer controls; (c) each entity which controls the customer; and (d) each other entity which is controlled by an entity referred to in (c). An entity includes a natural person, corporation, trust, partnership and joint venture. Control An entity controls another entity if it: (a) is a director or trustee of the entity; (b) is a partner or joint venturer in the entity, and there are no more than 4 partners or joint venturers in that entity; or (c) has a shareholding, voting interest, unit holding, partnership, joint venture, or other interest in the entity of 25% or greater. Control includes direct control, and indirect control through other controlled entities. Sole Director Guarantor A Guarantor of a Loan who is a director of a company that has only one director, and that company is to be the debtor for the Loan. Standard Fees and Charges Fees and charges normally charged by us in respect of a Banking Service. Terms and Conditions Terms and conditions specifically applied by us to a Banking Service but does not include any other terms and conditions that may apply by operation of law. Trustee Guarantor A Guarantor of a Loan where: (a) the Guarantor and the debtor are the same person; and (b) that person is acting as trustee of a trust in one of these roles and is acting in their personal capacity in the other role. Unauthorised Transaction A transaction that is not authorised by you. It does not include any transaction that is performed by you or by anyone who performs a transaction with your knowledge and consent. Vehicle Asset Financing Asset finance provided by us to an individual that is not a Business, in relation to a motor vehicle and/or any related insurance products. Vehicle Asset Financing Guarantor A Guarantor who has provided a guarantee for the vehicle Asset Finance of an individual that is not a Business. “we”, “us” and “our” The Bank that you deal with that has signed up to the Code. Will A legal document typically nominating a person(s) to administer the Deceased Estate and with directions for how the deceased would like their property and other assets distributed after their death. “you”, “your” and “customer” Unless defined otherwise, a person to whom the Code applies under paragraph 1 of the Code. Banking Code of Practice | 41

Transitional Period Rules For the purpose of this section, the transition date means 28 February 2025. Application to Banking Services This Code will apply to Banking Services for which you enter into an agreement with us on or after the transition date. For ongoing Banking Services that we were providing you as at the transition date or where documentation was sent to you before the transition date: (a) the Terms and Conditions of that Banking Service need not comply with this Code and will continue to apply even if they are inconsistent with this Code. If we provide you with revised Terms and Conditions after the transition date, those revised Terms and Conditions will comply with this Code; (b) this Code applies where it relates to matters that are not specifically dealt with in the Terms and Conditions of that Banking Service; and (c) this Code does not affect things we did in relation to that Banking Service before the transition date. If our Banking Service arrangements with you as at the transition date complied with the relevant previous version of the Code, they will continue to comply with this Code even if this Code would have required something to be done differently. Application to guarantees This Code will apply to every guarantee which you enter into on or after the transition date. For guarantees that you entered into before the transition date or where documentation was sent to you before the transition date: (a) the Terms and Conditions of that guarantee need not comply with this Code and will continue to apply even if they are inconsistent with this Code. If we provide you with revised Terms and Conditions after the transition date, those revised Terms and Conditions will comply with this Code; (b) if after the transition date we ask you to increase the limit of your guarantee, we will comply with the relevant provisions of this Code; (c) this Code applies where it relates to matters that are not specifically dealt with in the Terms and Conditions of that guarantee; and (d) this Code does not affect things we did in relation to the guarantee before the transition date. If our guarantee arrangements with you as at the transition date complied with the relevant previous version of the Code, they will continue to comply with this Code even if this Code would have required something to be done differently. 42 | ausbanking.org.au

Banking Code of Practice | 43

Source: https://www.boq.com.au/personal/help-and-support/forms-and-important-information/exception-fees

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Info-Details

Exception Fees Policy

Fees you may be charged if your account becomes overdrawn

Review of Terms and Conditions relating to Exception Fees{yellow-border}

BOQ have reviewed the terms and conditions that govern its products, and in particular how these relate to exception fees. BOQ is committed to educating consumers through our website and in branch about these fees and how they can be avoided. BOQ will also continue to investigate alternatives for customers to avoid paying these types of fees.

Exception Fees Policy

BOQ discloses a variety of fees and charges in its Terms and Conditions books. These terms and conditions govern how your account is operated by the Bank.

This page specifically deals with the types of fees you may be charged if your account becomes overdrawn or if the Bank makes the decision to honour a payment on your behalf.

Deposit Accounts

Overdrawn Fee

Charged on your account on the day where drawings are paid by the Bank and the account subsequently becomes overdrawn without prior approved arrangements, or where an approved overdraft limit is exceeded.

The above fee is charged when Bank of Queensland decides to honour your payment when there are insufficient funds to cover it, to save you the embarrassment and inconvenience of having the payment dishonoured.

Outward Dishonour

Charged to your account on the day when any drawing on your account (cheque, direct debit, transfer order, Credit Card Saver transfer) is dishonoured due to lack of available funds, irregularity of drawing or stop payment request.

The above fee is charged if you have insufficient balance in your account to cover any drawings, and the Bank has to return the item as unpaid.

Credit Cards

Late Payment Fee

If the minimum payment is not made on your credit card account by the due date, as indicated on your statement, a late payment fee will be applied to the account.

In order to avoid paying the late payment fee, you must pay the minimum repayment (as set out on your statement) between the statement date and the due date for payment. By using our Credit Card Saver feature you can set up an automatic payment each month for either the minimum, the full amount or a fixed amount to ensure you do not incur a late payment fee.

Over-Limit Fee

If the balance outstanding on your credit card is more than 1% over the credit limit in any statement period, an over-limit fee will be applied to your account.

You can avoid paying the over-limit fee by following the steps outlined below. In addition, if you feel a higher limit is necessary in the long term, you can apply for a credit limit increase.

Tips to avoid these fees

All of these fees can be avoided by doing a few simple things:

Regularly check your account balance. You can do this for free:
- in a Bank of Queensland branch
- using a BOQ ATM
- through Internet Banking
- through an SMS when using Internet Banking
- through EasyPhone Banking
- on your regular statement
Keep a record of when your regular payments are due to come out of your account (and make sure you have sufficient balance to cover the amount). Add up the total of your regular payments and try to keep that amount in your account as a floating balance.
Check your account balance before you write out a cheque and ask the recipient of the cheque to contact you when they present the cheque so you can be sure there will be sufficient balance in your account.
Set up regular payments yourself through Internet Banking. You can then manage them yourself and amend the amount to be transferred or cancel the payment if needed etc.
Receive a SMS alert for any successful or failed future-dated Pay Anyone transactions that you setup through Internet Banking.
Arrange for a personal overdraft facility on your transaction account.

Terms and Conditions

Exception Fees Policy

Banking code of practice

Target Market Determinations

Availability of Payment Services

Business banking terms and condition changes

BOQ privacy policy and notice

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We’re here to help{yellow-border}

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1300 55 72 72

Call our contact centre

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Email us

Get in touch

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Locate us

Find a branch or ATM

Source: https://www.boq.com.au/personal/help-and-support/forms-and-important-information/terms-and-conditions/

Terms and Conditions

Important information for BOQ banking{sub-heading}

Terms and conditions{yellow-border}

Terms and Conditions for the myBOQ Everyday Account, Future Saver, Smart Saver, Simple Saver and Term Deposit

BOQ Financial Services Guide

This guide contain information about the financial services we provide, it covers the commission’s staff may receive and the Bank's internal and external dispute resolution processes.

BOQ Financial Services Guide

Fees and Charges

You can find out about our fees and charges for personal and business banking services by viewing these booklets:

Personal Banking Terms and Conditions

Credit Card Terms and Conditions & useful forms

Insurance Terms and Conditions

Business Banking Terms and Conditions

Digital Wallet Terms and Conditions

Digital Wallet Terms and Conditions

Current Credit Card Digital Wallet Terms and Conditions

Effective 24 November 2025 Credit Card Digital Wallet Terms and Conditions

Electronic Banking Terms and Conditions

Interest Rates

You can find out about our Interest Rates for personal and business banking services by viewing these flyers:

Banking Code of Practice

Bank of Queensland Limited ABN 32 009 656 740 (BOQ) AFSL and Australian Credit Licence No 244616 subscribes to the Banking Code of Practice. The Code regulates how we communicate with our customers and handle customer complaints, minimum standards of disclosure regarding our products and services and BOQ’s 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.

Banking Code of Practice

BOQ Credit Guides

Additional Information

Additional information is also available through:

Competition terms and conditions

Privacy notices

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We're here to help.{yellow-border}

1300 55 72 72

Call our Customer Contact Centre

Email us

Get in touch

Locate us

Find a branch or ATM

Source: https://www.boq.com.au/personal/help-and-support/rates-and-fees/credit-cards

Credit card rates and fees summary

Here you’ll find the rates and fees that are specific to the type of card you have. {sub-heading}

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BOQ Platinum Visa Credit Card

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BOQ Blue Visa Credit Card

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BOQ Low Rate Visa Credit Card

Tag

All Cards, Platinum Visa Credit Card

All Cards, Blue Visa Credit Card

All Cards, Low Rate Visa Credit Card

Annual fee

$149. Annual fees are subject to change.

$89. Annual fees are subject to change.

$65. Annual fees are subject to change.

Retail purchase rate

21.99% p.a.

13.99% p.a.

Interest free days on the Retail Purchase Balance

Up to 44

Up to 55

Cash advance rate

21.99% p.a.

Balance transfer rate on all cards

Reverts to the cash advance rate at end of the offer period.

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Learn more

Fees common across all our credit cards

Annual fee{grey-column}

How are Annual Fees charged?

We will charge the Annual Fee to your Account on the last day of the Statement Period in which first use of the Account (being when a transaction is first debited to the Account including a Balance Transfer) occurs. After that, it will be debited each year on the last day of the Statement Period in which anniversary of the day we approved your Account occurs.

You will be charged an Annual Additional Cardholder Fee for each Additional Card on your Account, with the exception of Platinum Visa cards, where no Annual Additional Cardholder Fee will be charged for Additional Cardholders on your Account. The Additional Cardholder Fee is charged to your Account on the last day of the Statement Period in which an Additional Cardholder is added to your Account or on first use of the Account (whichever is later) and may be calculated pro rata if conditions are met. After that, the Annual Additional Cardholder Fee will be charged per Additional Cardholder each year on the same day as your Annual Fee. Your Financial Table sets out more detail about how this fee is charged.

Cash Advance Fee - Domestic

$3.50 per transaction amount or 3.5% of the transaction amount, whichever is higher, for a Cash Advance inside Australia, debited to your Account on the date the Cash Advance takes place.

Cash Advance Fee - International

1.5% of the transaction amount for a Cash Advance outside of Australia, minimum of $4, maximum amount $30, debited to your Account on the date the Cash Advance takes place. This fee is in addition to any International Transaction Fee.

Daily Cash Limits

A daily limit of $1,000.00 (subject to Available Credit) applies to your Account for Cash Advances made using a Card to withdraw cash at an ATM, any Australia Post outlet displaying the Bank@PostTM symbol or over the counter at any bank in the world that displays the VISA symbol.

International Transaction Fee

We charge you an International Transaction Fee of 3.3% of the transaction amount, debited to your Account on the date the relevant Retail Purchase or Cash Advance takes place, of which a service and assessment fee of 1% is payable by us to Visa, for any Retail Purchase or Cash Advance transaction in:

foreign currency once converted to Australian dollars; and/or
Australian dollars (or any other currency), when either the merchant or its financial institution/payment processor is located or registered overseas, including transactions that involve dynamic currency conversion (that is where a transaction denominated in a foreign currency is converted to local currency which is a service that is offered by certain ATMs and merchants). The process of conversion and the exchange rates applied will be determined by the relevant ATM, merchant or dynamic currency conversion service provider as the case may be. We do not determine whether a Card transaction will be converted into local currency by the merchant or ATM and you may have to check with the relevant merchant or ATM provider.

Note: It may also not always be clear that the merchant or its financial institution/payment processor is located or registered overseas.

Late Payment Fee

$30 debited to your Account after the Payment Due Date if at the time the fee is debited, your Account has an Overdue Amount and the balance of your Account is $50 or more.

Note: This means that you will be charged the fee once for each Statement Period (typically monthly).

You can avoid accidentally incurring a Late Payment Fee by setting up a direct debit. The Direct Debit (Autopay) form can be found here. It provides you with the option to setup an automatic payment on your Payment Due Date for your Total Minimum Payment Due, the Closing Balance or Interest Free Days Payment (if you have a Balance Transfer or Instalment Plan), or a fixed amount.

ATM Fees

When you use your BOQ Credit Card at an ATM other than a BOQ ATM, you may be charged a fee by the operator of the relevant ATM network. Any such fee will be disclosed to you before you proceed with the transaction, and you will have the opportunity to cancel the transaction without incurring a fee if you do not wish to proceed.

Over-the-Counter Fee (Bank@Post)*

$2.50 fee applies for each payment made to your Account by cash at an Australia Post outlet displaying the Bank@PostTM symbol.

Paper Statement Fee

$2 each month we issue you with a paper statement, debited to your Account on the last day of the Statement Period. This may be waived in limited circumstances.

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Compare credit cards

Check out all of our credit cards.{sub-heading}

Compare Credit Cards

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Important Information

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Source: https://www.boq.com.au/personal/help-and-support/rates-and-fees/home-loan-rates-owner-occupier

Owner Occupied Home Loan Rates

View today's home loan interest rates for owner occupiers{sub-heading}

Compare home loan rates

View investor home loan rates

Owner Occupier Interest Rates{yellow-border}

Get a snapshot of the range of fixed and variable interest rates you would receive when you take out an owner occupier home loan.

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Variable Rate Home Loans

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Fixed Rate Home Loans

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View Investor Home Loan rates{yellow-border}

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Investment Property

Compare Investment property home loan interest rates.

View interest rates

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Compare our home loans

Find the rate that's right for you and what your repayments could be.

Compare home loan interest rates

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Explore our tools and resources for owner occupiers{yellow-border}

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Borrowing power calculator

Calculate how much you can borrow & estimate home loan repayments with BOQ’s borrowing power calculator

Calculate borrowing power{icon-button}

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Loan repayments calculator

Calculate your home loan repayments using fixed or variable interest rates over a range of terms.

Calculate repayments{icon-button}

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Questions about changing interest rates?

Calculate what your home loan repayments could look like with rate changes and learn what that means for you.

Visit our interest rate hub{icon-button}

Need more home loan help?{yellow-border}

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Buying Your First Home

We go the extra mile to help you buy your first home, with low rates and personalised support from start to finish.

Explore your options

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Refinance Your Home Loan

Switch to a BOQ home loan and enjoy great interest rates and a more personal approach to your banking.

Switch to a BOQ home loan

[Image: Tips on buying another home]

Buying Your Next House

Whether you're upgrading or downsizing or buying a holiday home, we’re here to help you with your next move.

Find help with your next move

Important Information

Credit provided by Bank of Queensland Limited ABN 32 009 656 740 (Australian Credit Licence Number 244616) (BOQ). Fees and charges payable. BOQ's standard credit assessment criteria apply. Full terms and conditions are available at any BOQ branch. Interest rates quoted are indicative only, and are subject to change without notice.

Interest rates are current as at {current-date} and are for new lending only. Fixed interest rates may vary between application and drawdown of the loan. A rate lock fee can be paid at application to secure the initial fixed rate for 100 days. For eligible Top Up loan applications, the interest rate or package tiers (if applicable) disclosed in your original loan schedule will apply.

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Source: https://www.boq.com.au/personal/help-and-support/rates-and-fees/interest-rate-hub

Navigating Interest Rate changes

Explore our hub for useful home loan guides and easy tools.{sub-heading}

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BOQ interest rate update

On Wednesday 30 September 2026, BOQ announced interest rate changes for variable home loan customers, following the Reserve Bank of Australia’s (RBA) decision to increase the cash rate by 0.25%.

From Friday 2 October 2026, BOQ will increase variable BOQ Classic home loan and business loan interest rates by 0.25% per annum (p.a.) for new and existing customers (excluding commercial rate loans).
From Saturday 3 October 2026, BOQ will increase variable myBOQ digital home loan interest rates by 0.25% per annum (p.a.) on the Essential and Plus Home Loans for new and existing customers.

Our customers will receive a notification from us in the coming weeks to confirm your new interest rates and minimum repayment (where applicable).

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How rate changes impact your Home Loan

As interest rates change, you may be wondering what this means for your home loan. We understand the importance of staying informed and being prepared.

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Fixed Loans

If you have a fixed rate loan, your repayments stay the same for the duration of the fixed rate period. When your fixed rate period ends, your loan will revert to a variable rate. If rates have changed during this time, your repayments may change to reflect this.

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Variable loans

If you have a variable rate loan, your repayments may change if interest rates change. The tools below can help you to calculate how an interest rate change can affect your loan repayments.

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Financial Difficulty Assistance

If you’re worried you can't pay what you owe, won't be able to manage your upcoming repayments, or you’re having difficulty meeting your repayments, please get in touch - we’re here to help.

For more information, please visit our Financial Difficulty Assistance page.

Paying off your home loan

Find the best loan to suit your current situation.

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Review your home loan

Find out if your home loan is still a good fit by booking an easy and free Home Loan Review with a BOQ home loan specialist today.

Start review{icon-button}

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Offset account

Reduce your interest and pay off your home loan faster.

Learn about offset{icon-button}

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Split your loan

Get the best of fixed and variable rates with a loan that fits your lifestyle.

Read about splitting{icon-button}

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Fix your loan

Have the certainty of your home loan repayments at a really great rate.

Learn about fixing{icon-button}

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Review the numbers

Our calculators can help homeowners budget for their repayments.

In the event of interest rate changes, it’s good to be prepared so you can budget for your home loan.

Our calculators can help you work out what your new repayments will be, how much you can borrow, and the best home loan for you out of fixed, variable, or split repayments.

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Loan repayment calculator

See how much you can expect to repay on your loan

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Borrowing power calculator

Discover your borrowing capacity

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Split loan calculator

Calculate your repayments based on fixed or variable terms

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Your financial future

Tips and tools to help you budget and manage your home loan.

Economic updates

Keep up to date with the latest economic and interest rate updates.

Read updates{icon-button}

Manage debt

Three things you can try if you’re struggling with debt.

Learn about debt{icon-button}

Budgeting

Our budget planner can help you set a plan you can stick to.

Budget planner{icon-button}

Savings tips

Learn 10 easy ways to cut costs every day.

Read saving tips{icon-button}

Offset, redraw or top up?

Find the right features to help make the most of your home loan.

Learn features{icon-button}

Fixed, variable or split?

Find the best interest rate option for your situation.

Read options{icon-button}

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Frequently asked questions

What causes my variable home loan rate to change?

The Reserve Bank of Australia (RBA), the nation’s central bank, sets the cash rate to help manage the Australian economy. This rate determines the interest banks pay to borrow funds and directly impacts mortgage rates. The RBA reviews the cash rate eight times a year, deciding whether to raise, hold, or cut the rate. Lenders may pass these changes on to their borrowers.

Lenders may also adjust home loan rates independent of the RBA. These changes are often influenced by factors such as shifts in funding costs, market conditions, or the need to balance the interests of savers and borrowers while staying competitive.

If my interest rate changes, how will I know what my new repayments will be?

In the event of a rate increase, BOQ will send existing variable rate customers a letter informing you of your new repayment amount and when this will take effect.

You can use BOQ’s Loan Repayment Calculator to calculate how your repayments may change.

For existing home loan customers currently on a fixed rate, your loan repayment amount will not change for the duration of the period you have chosen to fix the rate of your loan.

Is there any change to my fixed rate loan?

For our existing home loan customers currently on a fixed rate, your loan repayment amount will not change for the duration of the period you have chosen to fix the rate of your loan.

When you approved my loan, how did you know I could afford it?

BOQ applies a number of 'tests' when assessing customers' ability to repay a loan.

These ‘tests’ include consideration of potential movements in interest rates over the life of the loan and evaluate a customer’s living expenses against their income.

Along with requirements by Australia’s banking regulators, these 'tests' are put in place to assess if a customer can still meet repayments in a higher interest rate environment before approving a loan.

What can I do if I’m having difficulty meeting my home loan repayments?

We’re here to help. If you are having trouble making loan repayments, the best thing you can do is get in touch with our Customer Assistance Team as soon as you can once you know what your new repayments are.

You can find further details on our Financial Difficulty Assistance page.

The Australian Banking Association’s Financial Assistance Hub is also an excellent resource to help you understand the options that may be available if you are in financial difficulty.

BOQ Platinum Visa Credit Card

Source wording changes

Source pages and terms

Saved wording and terms

Source: https://www.boq.com.au/personal/credit-cards/platinum-rewards-credit-card

We've got your back with $2k cashback

Bank of backing your next business move

Platinum Visa Credit Card

100,000 Bonus Points Offer

Up to 44 days interest free

Q Rewards®

Complimentary Insurances

Instalment Plans

Credit card rates and fees

Choose how you use your Q Rewards®

Turn your Q Rewards® Points into Cashback

Pay with Points

Treat yourself with Gift Cards

Switch your Q Rewards® to Flybuys or Velocity Points

Ready to apply for your Platinum Visa Credit Card?

Frequently asked questions

What is a rewards credit card?

What can I use my Q Rewards® Points for?

How does credit card interest work?

How do I apply for a credit card?

How is my credit limit determined?

How does the interest-free period work?

Useful Forms and Documents

Compare credit cards

We're here to help.

Call us

1300 55 72 72

Contact us

Get in touch

Visit

Find a branch or ATM

Important information

Source: https://www.boq.com.au/content/dam/boq/files/personal/credit-cards/qrewards-terms-conditions.pdf

Source: https://www.boq.com.au/content/dam/boq/files/terms-and-conditions/code-of-banking-practice.pdf

Source: https://www.boq.com.au/personal/help-and-support/forms-and-important-information/exception-fees

Exception Fees Policy

Review of Terms and Conditions relating to Exception Fees{yellow-border}

Exception Fees Policy

Deposit Accounts

Credit Cards

Tips to avoid these fees

We’re here to help{yellow-border}

1300 55 72 72

Email us

Locate us

Source: https://www.boq.com.au/personal/help-and-support/forms-and-important-information/terms-and-conditions/

Terms and Conditions

Terms and conditions{yellow-border}

Terms and Conditions for the myBOQ Everyday Account, Future Saver, Smart Saver, Simple Saver and Term Deposit

BOQ Financial Services Guide

Fees and Charges

Personal Banking Terms and Conditions

Credit Card Terms and Conditions & useful forms

Insurance Terms and Conditions

Business Banking Terms and Conditions

Digital Wallet Terms and Conditions

Electronic Banking Terms and Conditions

Interest Rates

Banking Code of Practice

BOQ Credit Guides

Additional Information

Competition terms and conditions

Privacy notices

We're here to help.{yellow-border}

1300 55 72 72

Email us

Locate us

Source: https://www.boq.com.au/personal/help-and-support/rates-and-fees/credit-cards

Credit card rates and fees summary

BOQ Platinum Visa Credit Card

BOQ Blue Visa Credit Card

BOQ Low Rate Visa Credit Card

Fees common across all our credit cards

Compare credit cards

Important Information