Complaints and compliments
We always want to hear from you We take pride in providing great service to our customers. However, we know sometimes things don t always work out the way they should. Because we want to continuously improve the service we provide, it s important to know not only when we delight you but also when we disappoint you. For this reason your feedback, whether positive or negative, is always encouraged because we are committed to providing our members with the best service experience possible. 3
There are several ways to contact us By phone 13 1905 In person speak to us directly at our bank branches Visit our website racq.com/contact-us Via email RACQDisputeResolution@racq.com.au By fax (07) 3219 0489 By post Member Relations RACQ Bank PO Box 3004, Logan City QLD 4114 Step 1: We want to hear from you We encourage you where possible to visit one of our bank branches, speak with one of our bank branch staff, or call us as soon as possible for assistance with your complaint (your complaint is not required to be provided in writing). We aim to resolve your complaint at your first point of contact with us and we will do our best to resolve it within five business days. If we still need more time we will let you know and keep you informed of our progress. Step 2: What if I remain dissatisfied with the outcome? If you have tried to resolve your complaint at a bank branch or by contacting us and are not satisfied with the outcome, we will escalate it to senior management for review. We will provide you with the details of the person handling your complaint. 4
Step 3: Further steps If you are still dissatisfied, your complaint will be referred to Member Relations who will work closely with you and the department executive to reach a mutually acceptable outcome. If our investigation is not completed within 21 days from the date you lodged the complaint with us, we will notify you in writing providing reasons for the delay. If we have made a formal proposal to resolve the complaint and you have told us the proposal is unacceptable to you or at least 45 days has elapsed since you made your complaint (whichever occurs sooner),you can refer your complaint to an External Dispute Resolution body. The Financial Ombudsman Service Australia [FOS] and Australian Financial Complaints Authority [AFCA] are External Dispute Resolution bodies which deal with disputes that fall within their Terms of Reference or Rules. To find out whether your dispute qualifies for either service, you can contact FOS or AFCA as follows: Disputes lodged before 1 November 2018 Financial Ombudsman Service Australia Online: Email: www.fos.org.au info@fos.org.au Phone: 1800 367 287 Mail: Financial Ombudsman Service Limited GPO Box 3 Melbourne VIC 3001 Disputes lodged on or after 1 November 2018 Australian Financial Complaints Authority Online: Email: www.afca.org.au info@afca.org.au Phone: 1800 931 678 Mail: Australian Financial Complaints Authority GPO Box 3 Melbourne VIC 3001 Urgent Complaints Complaints involving hardship applications or postponement of enforcement proceedings will be treated as urgent matters. If you seek hardship relief or postponement of enforcement proceedings and the matter is not resolved within 21 days, you can refer your complaint to an External Dispute Resolution body. You can lodge a complaint directly with an External Dispute Resolution body where it involves a default notice that has been issued after a request for hardship assistance or postponement of enforcement proceedings has been declined. 5
Other relevant contacts If your complaint relates to: RACQ Insurance: RACQ Insurance Customer Dispute Resolution Department PO Box 3004 Logan City QLD 4001 Telephone: (07) 3361 2141 or 13 7202 outside business hours Please note: If your insurance feedback does not relate to an RACQ Insurance Policy, please contact us directly for the relevant contact details. If your complaint relates to RACQ Financial Planning Pty Ltd: The General Manager RACQ Financial Planning Pty Ltd PO Box 929, Fortitude Valley QLD 4006 Telephone: (07) 3842 6297 If your complaint is not satisfactorily resolved by RACQ Financial Planning Pty Ltd, within 14 days, please contact: The Compliance Manager Actuate Alliance Services Pty Ltd Locked Bag 32011, Collins Street East VIC 8003 Telephone: 1300 657 872 Complaints regarding personal information If you have any questions about our handling of your personal information (including credit-related information), please contact our Privacy Officer: Privacy Officer Group Risk & Compliance PO Box 4 Springwood QLD 4127 email: privacy@racq.com.au Once a complaint has been lodged, the Privacy Officer will acknowledge its receipt to you in writing as soon as possible (and always within seven days) and set out how we propose to deal with the complaint. We will do our best to ensure our investigation is completed, and a decision is communicated to you, within 21 days of being advised of the complaint. We will inform you if we need more than 30 days and we will seek your agreement for a reasonable extension. 6
If we are not able to resolve your complaint to your satisfaction you may take the complaint to AFCA, FOS, the Australian Information Commissioner or, in the case of insurance-related privacy complaints, the Australian Prudential Regulation Authority. Any of these bodies may forward your complaint to another external dispute resolution body. Office of the Australian Information Commissioner GPO Box 5218 Sydney NSW 2001 Telephone: 1300 363 992 www.oaic.gov.au Australian Prudential Regulation Authority GPO Box 9836, Sydney NSW 2001 Telephone: 1300 55 88 49 www.apra.gov.au Compliments Nothing is more encouraging than the praise we receive from our members when our service has exceeded their expectations. This kind of feedback also helps us understand and foster the standards you value in a financial institution. To pass on your compliments please contact us on 13 1905 or banking@racq.com.au 7
13 1905 > in branch > racq.com Members Banking Group Limited ABN 83 087 651 054 AFSL/Australian credit licence 241195 trading as RACQ Bank GQT003.9.0918