Complaints procedure

If you have a complaint, we want to help

Whilst we strive to provide excellent service there may be times when you feel things are not going well. When this happens we need to know so that we can fix it, learn from it and improve our service to you in the future.

Who should you talk to first?

Often a call to the RaboPlus Customer Contact Centre can provide a quick resolution.

What if you are still not happy?

If you have already tried talking with our Contact Centre and are not satisfied with the response, then ask to speak with the Customer Contact Centre Team Leader.

If you would prefer to talk to someone else

Of course, if you are not comfortable with detailing your concerns with our Customer Contact Centre staff, or Team Leader, you can contact the RaboPlus Sales and Marketing Manager.  Please call 1800 445 445 and ask to speak to the Sales and Marketing Manager, or write to:

Attn: Sales and Marketing Manager
RaboPlus
Reply Paid 4715
SYDNEY NSW 2001

Please ensure that you detail your name, address and account number as well as your concerns and what action you, and we, have taken.

There are times when an impasse cannot be resolved. In these circumstances you are able to talk to the Banking Ombudsman. This is a free, independent service to help banks and clients, including clients of RaboPlus (a division of Rabobank Australia Ltd), resolve problems provided that:

• you have already talked to us about your concerns 

• you are not making a claim for more than $280,000.00 and 

• your concerns fall within the Banking Ombudsman's terms of reference.  
   

We will accept the Banking Ombudsman's final decision.

The Banking Ombudsman's brochure, which explains the service in more detail, is available via the following link www.bfso.org.au, or we can send you one by mail, please call us and request one, or directly from the Banking Ombudsman.

Banking and Financial Services Ombudsman
GPO Box 3
Melbourne VIC 3001

Phone 1300 780 808 
Fax     03 9613 7345

Website www.bfso.org.au