Help Virgin Money Australia confirm your details

Keeping your details up to date

At Virgin Money Australia, we’re committed to keeping our customers information safe and secure. As part of this ongoing commitment, we’re required by law to confirm your personal details from time to time - even if nothing has changed. It’s part of a process called ‘Know Your Customer’ (KYC), which helps us keep your account safe and protect against financial crime.

Why this
matters

Confirming your details is not just a regulatory requirement; it's a vital step in protecting your information and banking. 

Confirming your personal and business details helps us:

Even if your details have not changed, we are still required to confirm these with you from time-to-time.

How Virgin Money will ask you to confirm or update your details

When the time comes to confirm your details, we’ll contact you via email, phone, or letter. You can then review and confirm your information using one of the following methods:

  • Secure Online Portal: You may receive an email from BOQ Group email address, the parent company of Virgin Money Australia. Check that the email is genuine and does not request anything listed in our 'What we will never ask for' section below.  
  • Phone: A member of our Know Your Customer (KYC) Team may call you directly to guide you through the review and confirmation process.

If you’ve been contacted and need assistance, simply

  • call our KYC team on 13 81 51 or +61 7 3022 5430 
    Monday–Friday 8.30am–4:30pm AEST, excluding national public holidays.

Information you may need to confirm

We may ask you to confirm:

  • Full name (including middle names)
  • Date of birth
  • Country of citizenship
  • Residential address
  • Occupation or business details
  • Business name, ABN, and names of authorised representatives or beneficial owners (if applicable)

In some cases, we may also need:

  • A valid form of ID (e.g. drivers licence or passport)
  • Proof of address (e.g. utility bill or bank statement)
  • Supporting documents for your business (if applicable)
  • Additional information to help us better understand your banking needs.

What we will never ask for:

It’s important to stay vigilant when it comes to confirming your information. To help you identify legitimate BOQ Group communications:

  • We will never ask for your online banking password, card details, or security codes.
  • We will never request a transfer or ask you to increase payment limits.
  • We will never ask you to reply to an email with your personal or financial information.
  • We will never ask you to share one-time-verification codes 
  • We will never ask you to share copies if your identification documents via email. 

If you’re unsure about a message, 

  • call our KYC team on 13 81 51 or +61 7 3022 5430 
    Monday–Friday 8.30am–4:30pm AEST, excluding national public holidays.

About BOQ Group

BOQ Group is the parent company of Bank of Queensland (BOQ), BOQ Specialist, BOQ Finance,  Virgin Money (Australia) and ME Bank. You may hear from BOQ Group when we carry out important activities that apply across our family of brands.

Your privacy matters

Protecting your personal information is important to us. We take extensive steps to ensure your personal information is protected, using robust security systems and strict confidentiality protocols. To learn about how we store and handle your personal information, please refer to our Privacy Policy.

Need help?

If you need support or more time to complete your KYC check:

  • call our Know Your Customer (KYC) team on 138151 or +61 7 3022 5430 
    Monday–Friday 8.30am–4:30pm AEST, excluding national public holidays.

If you need extra support

We understand that some customers may need extra help. If you need support with accessible banking or have other personal circumstances that makes it difficult to complete the request, our dedicated Know Your Customer (KYC) team is here to support you.

Please call us on 138151 or +61 7 3022 5430, Monday–Friday 8.30am–4:30pm AEST and let us know how we can assist.

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

Know Your Customer (KYC) team
138151

Monday - Friday 8:30am - 4:30pm AEST

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If we are not available right away or it’s after hours, we’ll respond as soon as we’re
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General Enquiries
13 81 51

Monday to Friday: 8am – 8pm AEST
Saturday: 9am – 5pm AEST

FAQs

  • I’ve been contacted by the Client Lifecycle Management Team what should I do?

    If you’ve received a call or email from the Client Lifecycle Management Team, it’s important that you respond as soon as possible to help ensure your account details remain up to date.

    You can contact the team using the following details:

    • Phone (within Australia): 13 81 51 or (07) 3022 5430
    • Phone (from overseas): +61 7 3022 5411
    • Email:kycrefresh@virginmoney.com.au
    • Hours of operation: Monday to Friday, 8:30am – 4:30pm AEST

    This communication is also part of Virgin Money’s ongoing commitment to keeping your information secure and compliant with regulatory requirements.

  • What happens if I don’t respond or confirm my details?

    If we don’t receive your updated information, we may need to place restrictions on your account(s), such as limiting transactions or access. We’ll always notify you before any restrictions are applied and explain how to have them removed.

    Even if your details haven’t changed, it’s important to confirm them by the date requested to avoid restrictions to your banking. Responding early helps avoid follow-up contact and ensures uninterrupted access.

  • My account(s) is restricted because I have not confirmed my details – what can I do?

    If your account has been restricted, you can call our KYC team on 138151 or +61 7 3022 5430 (Monday–Friday 8.30am–4:30pm AEST) and they will help you complete the request and remove the restriction.

  • How do I know I can trust the person calling to confirm my details?

    Requests to confirm or provide your information will come from BOQ’s official support teams.

    BOQ staff will never request your Online Banking security codes or credit card expiry date or CVC numbers. If you are asked for this information, hang up immediately, as the caller may not be genuine.

    If you are concerned the call is unusual, call us directly on 135181 or +61 7 3022 5430 (Monday–Friday 8.30am–4:30pm AEST).

  • How can I know the communication is legitimate and not a scam?
    • We will only ever communicate to customers via email from our official BOQ email domains (addresses) – Emails will always come from ‘boq.com.au’ addresses.
    • We will never ask you to reply to an email to confirm or update your details.
    • You may receive an email to confirm your details via our KYC portal. Emails requesting you complete this portal process will only come from a BOQ Group email address. We will never send an SMS containing a link that leads directly to sign-in pages or pages asking you to enter personal or financial information.

    If you’re still unsure or want help,

    • call our KYC team on 138151 or +61 7 3022 5430 
      Monday–Friday 8.30am–4:30pm AEST, excluding national public holidays.
  • I’ve already provided this information before - why again?

    We understand it may feel repetitive. It’s our commitment to ensure we keep your information safe and secure. As part of this commitment, we’re required by law to regularly review and update customer information to keep it accurate and comply with regulations.

    This helps ensure your details remain accurate and that we continue to meet compliance standards.

  • You have never asked me to confirm my details before, why now?

    As part of BOQ’s commitment to keeping your information safe and secure and meeting compliance requirements, we’re reviewing customer information more frequently.

    Even if you’ve banked with us for a long time, this may be the first time you’ve received this type of request. Going forward, we’ll continue to check in from time to time to ensure your details remain accurate.

  • How often do I have to confirm my details?

    We’re required to review and update customer information regularly to meet our obligations under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006.

    This means we may contact you from time-to-time to confirm your details – even if nothing has changed. It helps keep your account secure and ensures we’re meeting regulatory requirements.

  • Why am I the only member of my household that has been asked to do this?

    We assess customer information individually. You may have been contacted because your details need updating, or we require additional information specific to your account or product.

    Even if others in your household haven’t received a request, it doesn’t mean they won’t in future. These requests are part of ongoing compliance checks to help protect our customers and the banking system.

  • I am currently overseas and can’t provide my information.

    We understand that some customers may be overseas and unable to provide or update their information right away. If you’re outside Australia and need more time or support to update your details, our dedicated Know Your Customer Team is here to help.

    Please call Know Your Customer Team on 138151 or +61 7 3022 5410 (Monday–Friday 8.30am–4:30pm AEST).