BOQ Broker Portal: Access and Existing File Support

The BOQ broker portal supports existing Bank of Queensland (BOQ) customers, including new lending, while new residential customer acquisitions through brokers remain paused. Start from the BOQ home loans broker hub to reach the official portal and establish the correct route for your file.

Current BOQ Broker Channel Status

BOQ’s public notice, current as at October 2026, says new home loan acquisitions through the broker channel paused from 31 August 2024. Applications were accepted until 30 August 2024. BOQ continues to support existing customers, including their new lending needs.

The secure residential broker portal also states that it supports existing BOQ customers. An existing customer seeking additional lending has a different starting point from a new customer seeking their first BOQ home loan. Record which situation applies before preparing a request.

Use the home loans broker hub for residential broker work. BOQ’s business website has a separate commercial broker destination. Consumer internet banking and the myBOQ app are customer services, so their login details and password instructions aren’t the residential broker access process.

Accreditation and Secure Access

BOQ’s published accreditation process, as at October 2026, starts with aggregator registration and finishes with confirmation and a BrokerID. The residential acquisition pause still governs which work you can undertake. Accreditation instructions don’t override that channel restriction.

BOQ publishes this sequence for accreditation:

1. Contact your aggregator to register you in BOQ’s system.
2. Receive the invitation to the Secure Broker Portal.
3. Complete portal training, including the presentation and assessment. BOQ says its Home Lending Policy is available as an exam reference.
4. Receive confirmation and your BrokerID after passing the exam.
5. Arrange the introduction when your relationship manager contacts you.

For new accreditation or reactivation, establish availability for your intended existing-customer work with the accreditation team before starting training. Use the checks below when access fails or your account details have changed.

1. Confirm the account. Open the residential portal through the official hub and use your own broker account. The public sign-in page has a separate BOQ staff login.
2. Confirm registration. If you’re awaiting access, check your aggregator registration and invitation. The sign-in page has invitation redemption and registration links.
3. Confirm permissions. If you can sign in but can’t complete a file action, contact broker support with the action and file stage. A password reset doesn’t establish permission.
4. Recover the password. If the username is correct and the password fails, use the portal’s “Forgot your password?” link. Follow that recovery process before trying again.
5. Escalate unresolved access. Give support your broker name, BrokerID if issued, aggregator, business email and the exact error. Include when it occurred and whether sign-in succeeded.

Keep passwords and recovery codes out of support messages. For account maintenance or accreditation transfers, BOQ’s contact sheet lists broker.accreditations@boq.com.au. General broker support is Broker@boq.com.au.

Existing Customer and File Support

Route an existing BOQ file by the request and its stage, using BOQ’s published channels as at October 2026. The residential hub identifies the portal as the place for policy details, documents, forms and existing-customer pricing requests. Use its public product fact sheets for product information.

BOQ’s broker contact sheet identifies the teams below.

Request or stage	Published route
General broker enquiries or access assistance	Broker@boq.com.au
Accreditation transfers and maintenance	broker.accreditations@boq.com.au
Deals in progress	brokerunit@boq.com.au or 1300 434 697
Unconditional approval through settlement	brokersettlements@boq.com.au
Post-settlement queries or release requests	brokersupport@boq.com.au or 1300 434 697, option 3
Progress payments	progresspayments@boq.com.au or 1300 434 697, option 4

For a discharge, start with the release-request team. Obtain its required authority and current discharge instructions for the particular loan. Keep settlement coordination with the settlement team when the file has reached unconditional approval.

For existing-customer new lending, describe the proposed change to broker support if the next portal action is unclear. Ask for the permitted submission route and the team handling the request. Keep the response with your file notes before promising a lodgement or settlement date.

Consider this fictional file for Alex, an existing BOQ home loan customer requesting additional lending for renovations. The broker’s working record could read as follows.

File item	Fictional record
Customer status	Existing BOQ home loan customer
Loan stage	Preparing additional-lending request, before lodgement
Deadline	Builder needs a funding update by 16 October 2026
Unresolved condition	Whether this request can proceed through the broker’s current portal access
Response needed	BOQ confirms the permitted route, receiving team and documents required for this request
Action after response	Record BOQ’s reply, complete the requested evidence and submit through the confirmed route

That final response establishes the next action for Alex’s file. Signing in successfully alone doesn’t confirm that an additional-lending request has been lodged. Retain the submission acknowledgement or the receiving team’s confirmation when you send it.

Commercial and Residential Boundaries

BOQ’s commercial broker service has its own portal and support team, separate from residential broker access, as at October 2026. Start at the commercial broker website, which links to the Commercial Broker Portal.

BOQ describes commercial access to pricing requests, calculators and industry policy guidelines. The commercial portal lists accreditation information and commercialbrokers@boq.com.au for assistance. Use this route for business lending work and the commercial team’s guidance on that file.

A commercial portal account doesn’t provide a workaround for a paused new residential acquisition. Keep the loan purpose and customer status attached to every enquiry so the receiving team can identify the correct channel.

Before each substantive file update, return to the public residential or commercial hub for that channel’s current notice and portal link. Channel status, accreditation availability and account permissions can change independently. For another lender’s access route, use the broker portal directory.