Friday, August 9, 2002

From: jennifer.heffernan@boq.com.au To: jonjayray@hotmail.com


I refer to your recent correspondence. Firstly thank you for your feedback
and suggestions, it is important that we stay in touch with the views and
experiences of our customers and shareholders.

1. Linking of Bankcard account for Internet Banking

I agree that providing a total view of a customer's banking facilities
including credit cards would solve the issue. Currently credit card details
are held in a separate system however there are ways in which the fact that
a customer holds a credit card be held in the main banking system by
linking the card details to a transaction or savings account. It is
actually timely that you raise this as we about to reissue these procedures
to staff as recent events, including your feedback, have indicated this
procedure is not as well understood as it should be.

2. Length of account number to log onto internet

Bank of Queensland Customer Access Number is 10 digits (including the 3
leading zeros which are optional for entry). In banking these numbers can
range anywhere between 8 to 16 digits. Whilst the terms and conditions
require that the security of the Personal Access Code be safeguarded they
do not prohibit customers from writing down their Customer Access Number.
Customers are free to select their own Personal Access codes provided that
this meets minimum security requirements. I have been unable to locate any
bank which allows customers to select their own account number or name.

There are a number of reasons why I think that this would not work in a
banking environment:

. the customer selected name approach does not allow customers to change
their account number once they have made their initial selection. For
example, Hotmail do not allow customers to change their sign in name once
it has been selected. If you wish to change your name you have to close all
your accounts. Unlike Hotmail, banking practice would dictate that we can
not use this discarded number immediately.

.the customer selected name approach requires a large set of available
codes. For example, Hotmail are required to support up to 64 digit account
numbers for their customers. There currently isn't any banking software
available that I am aware of to support this approach.

3. Exiguous Bankcard Particulars

I agree with you that the current level of Bankcard particulars available
is not optimal. Ideally we would like to be able to provide up to 120 days
of transaction information as we do for other accounts however our card
system is not currently configured to enable this. This is one of the many
enhancements and improvements that we will make over time to our Internet
Banking service. A continuing balance facility is also in this category. We
already provide a current balance facility on the Transaction History page.

4. New Look BOQ statement

We were not trying to inconvenience our customers - our objective was to
modernise and update the look and feel of our statements. In addition where
statement details would have generated a second individual sheet the
details are printed on the statement reverse in a manner consistent with
filing in a two ringed statement binder. This is a reasonably common
approach in the industry.

Dr Ray, you are right when you say that we advertise the fact that we are
customer friendly but I would disagree with your view that this is a lie.
What being customer friendly means to us at the Bank of Queensland is that
we may not always get it right but we listen to our customers, are
respective of their views and that we try to meet their needs to the best
of our ability and the resources available to us . Inevitably we can not be
all things to all customers and I regret that you have such a negative
impression of our statement initiative. All I can say is that we will
continue to listen to what our customers say to us about this change and
make modifications when representative of customer feedback.

Once again thank you for writing to me and do not hesitate to contact me
with any further suggestions or feedback

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