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Have your say
Have your say
If you're not satisfied in any way, please tell us about it so we can make things right.
How to make a CDR related complaint
Regional Australia Bank offers our members an internal complaint and dispute resolution procedure that is readily accessible and free of charge.
- Report a complaint to any staff member of Regional Australia Bank.
- Your complaint will be handled in line with our internal dispute resolution policy, which you can find on our website. If at all possible, the problem will be resolved immediately. If this is not possible, your problem will be referred to a supervisor or manager, who will try to resolve the problem by the next business day.
If you aren’t satisfied with our conduct or service, you can make a complaint by:
- Visiting your nearest branch and talk to a staff member during the branch's business hours.
- Calling us on 132 067
- Using our Contact Us form online
- Emailing us at
- Contacting us by Mail at PO Box U631 Armidale 2351
What information you need to tell us
Tell us that the complaint relates to your data and details of the issue.
The possible resolutions available to you will depend on the nature of your complaint (for example, correcting any incorrect or out-of-date records)
If your complaint is not resolved within 5 business days, you will receive an acknowledgement letter which will provide you with a reference number for your complaint.
Our aim is to have your complaint resolved in a timely manner but may take up to 21 days.
We will contact you to notify you of the outcome.
You are not obliged to pursue a dispute with us using our internal dispute resolution procedure. If you do use our procedure, you may still commence legal proceedings against us before, after or at the same time.
Find out more about how we handle complaints on our website: Feedback and Complaints Policy.
What further options do you have?
As we are members of the Australian Financial Complaints Authority (AFCA) , if you are not satisfied with the final outcome of your complaint, you may pursue the matter further with AFCA.
AFCA provides an external and impartial process for resolving disputes for financial institutions and insurance companies. You can lodge a complaint with AFCA free of charge.
Once a complaint has been made to AFCA, they will contact Regional Australia Bank directly to begin investigations. You can contact AFCA on:
- 1800 931 678 (free call)
- [email protected]
- www.afca.org.au
-
GPO Box 3
Melbourne VIC 3001
How we handle complaints
- Regional Australia Bank offers our members an internal complaint and dispute resolution procedure that is readily accessible and free of charge.
- You can report a complaint to any staff member of Regional Australia Bank. Your complaint will be handled in line with our internal dispute resolution policy, which you can find on our website. If at all possible, the problem will be resolved immediately. If this is not possible, your problem will be referred to a supervisor or manager, who will try to resolve the problem by the next business day.
- Our aim is to have your complaint resolved in a timely manner but may take up to 21 days.
- What information do you need to tell us: that the complaint relates to your data and details of the issue.
- The possible resolutions available to you will depend on the nature of your complaint (for example, correcting any incorrect or out-of-date records)
- If your complaint is not resolved within 5 business days, you will receive an acknowledgement letter which will provide you with a reference number for your complaint.
- We will contact you to notify you of the outcome.
- You are not obliged to pursue a dispute with us using our internal dispute resolution procedure. If you do use our procedure, you may still commence legal proceedings against us before, after or at the same time.
- If the complaint is about how we have handled your personal information and you are not happy with the way in which the complaint was handled, you can lodge the complaint with the Office of the Australian Information Commissioner (OAIC).
- You can also lodge a complaint with the OAIC if we do not respond to your complaint within 30 days or if you are not happy about the response you have received from us.
- The complaint must be in writing and can be lodged online.
- Find out more on the OAIC website.
Role of the OAIC in external complaints
- The OAIC acts as an impartial third party when investigating and resolving a complaint.
- After lodging your complaint, an OAIC representative will correspond with Regional Australia Bank on your behalf. Following this, the OAIC may have to ask you for more information or request your consent to disclose your personal information to a third party. You will be consulted with throughout the entire process.
- If a mutually agreed resolution cannot be reached, the OAIC will make a formal decision about the complaint.