RaboPlus complaints process
At Raboplus we pride ourselves on providing high quality service to our clients. Despite our efforts, there may be times when we do not meet your expectations. If this happens, we need to know. Your feedback helps us understand your needs so that we can improve our service and do things better.
What you should do
Contact our Customer Contact Centre
Our Customer Contact Centre specialists will endeavour to resolve your complaint promptly. Where they are unable to, the matter will be escalated until resolved.
You can contact them by:
Mail: write a letter including your name, address and contact details as well as your concerns and what action you have taken and send it to:
Customer Contact Centre Manager Raboplus
GPO Box 4715
Sydney NSW 2001
Fax: the above details to 1800 121 615
Phone: our Customer Contact Centre anytime between 8am and 7pm (Sydney Time), Monday to Friday on free call 1800 445 445.
E-mail: to info@raboplus.com.au including your name, address and contact details as well as your complaint and what action you have taken. For security reasons, PLEASE DO NOT provide any confidential or account specific information via e-mail. Communications via e-mail which are not encrypted are not secure.
Often a discussion with a staff member who is familiar with your account history can provide a quick resolution.
What happens next
We aim to resolve more complex matters (which cannot be resolved promptly) within 21 days of becoming aware of the complaint. If we inform you of our need for more time, and unless there are exceptional circumstances, we aim to resolve a dispute within 45 days. If more than 45 days is required, we will inform you of the reasons for the delay, provide you with monthly updates and specify a date for completion.
If we can’t reach a resolution together
If after 45 days, you feel that your complaint has not been handled or resolved to your complete satisfaction, you may refer to an external dispute resolution service provided by the Financial Ombudsman Service (FOS). Please note that although you are entitled to refer your complaint to the FOS at any time, the FOS does encourage you to approach us in the first instance.
Certain criteria apply regarding disputes that the FOS can consider. For more information, refer to (or request a Rabobank staff to provide you with) the "How to Resolve your Dispute" brochure from www.fos.org.au under the headings "Publications" then "Brochures" then "Banking & Finance".
The FOS can be contacted by:
Phone: 1300 78 08 08
Fax: 03 9613 6399
Post: GPO Box 3
Melbourne VIC 3001
E-mail: info@fos.org.au
The Australian Securities and Investments Commission (ASIC) also has a free call Info line on 1300 300 630 which you can use to make a complaint and obtain information about your rights.
