Complaint Handling

At Regional Australia Bank we welcome suggestions, compliments and complaints as an opportunity to improve our service. If you experience a problem, or you're dissatisfied in any way, it’s important we hear about it. Here you can find information about how you can raise an issue with us, how it will be resolved and what to do if you're still not satisfied.

Resolving Complaints

Regional Australia Bank offers our members an internal complaint and dispute resolution procedure that is:

  • readily accessible; and
  • free of charge.

This page explains the internal complaint and dispute resolution procedure at Regional Australia Bank.

Let’s talk about it:

The simplest way of solving a problem is to talk to someone about it. If you are unhappy regarding any of Regional Australia Bank’s products or services, we would like to hear about it. Our staff are trained to efficiently and courteously deal with all types of problems. Please do not hesitate to contact us if you are not completely happy with any aspect of your dealings with Regional Australia Bank.

How to contact us

  • In Person: Call into your nearest branch and talk to a staff member
  • Telephone: Speak to a Service Support Team Member on 132 067
  • Online: Use our contact us form
  • Email: [email protected]
  • Mail: PO Box U631 Armidale NSW 2351

How to request the resolution of a complaint or dispute:

You can report a complaint about any Regional Australia Bank product or service to any staff member of Regional Australia Bank. 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.

How long will it take?

Frequently, complaints are simply cases of confusion or misunderstanding which can be sorted out to everybody’s satisfaction very quickly.

However, not all complaints can be dealt with quickly. Our aim is to have your complaint resolved in a timely manner but may take up to 45 days. 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.

If the complaint has not been resolved within 21 days, we will inform you that we need more time to investigate.

In exceptional circumstances the resolution may take longer than 45 days and we will keep you informed of the progress of the investigation.

How will you notify me of the outcome?

We will contact you by phone or mail to notify you of the outcome.

If this is not in your favour, we will write informing you about:

  • the reasons for the decision
  • the evidence we relied on in reaching our decision
  • the consequences of the decision for you
  • what further action you can take.

What further options do I have?

The Australian Financial Complaints Authority (AFCA)

We are a member of the Australian Financial Complaints Authority (AFCA).

AFCA provides an external and impartial procedure for resolving disputes between customer owned banks and their members. AFCA is free of charge to members.

If you are not satisfied with the final outcome of your complaint, you may pursue the matter further with AFCA. Once a complaint has been made to AFCA, they will contact Regional Australia Bank directly to begin investigations. You can contact AFCA on:

Other things you should know

You should be aware of the following things about our internal dispute resolution procedure:

  • You are not obliged to pursue a dispute with us using our internal dispute resolution procedure. If you do use our internal dispute resolution, you may commence legal proceedings against us before, after or at the same time as using our internal dispute resolution procedure.
  • Our participation in the internal dispute resolution procedure is not a waiver of any rights we may have under the law, or under any contract between Regional Australia Bank and yourself. An example of such a contract may be a loan contract, a mortgage, guarantee, the terms and conditions of a VISA card or Access card.
    For more information about our internal complaint and dispute resolution procedure please phone 132 067.

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