What should you do if you’d like to make a comment?
To make a comment you can contact us by:
Phoning us on:
1800 445 445
between 8am and 7pm (Sydney time)
Monday to Friday
Emailing us at firstname.lastname@example.org
For security reasons, please do not provide any confidential or account specific information via email. E-mail communications which are not encrypted are not secure.
Sending your letter to:
Att: Customer Experience Manager
Reply Paid 4715
Sydney NSW 2001
Faxing us on:
1800 121 615
We're always keen to hear any of your suggestions, complaints, or compliments, so please give us a shout.
Our friendly Customer Experience Centre are always happy to help you. Please make sure to include your name, address and contact details when you get in touch with us.
What can you expect when making a comment or complaint?
We aim to resolve most issues or complaints immediately.
If, for whatever reason, this is not possible we aim to have most problems resolved within 21 days of first receiving your feedback.
In a few cases, where we have been unable to find a solution within the 21 days you will be advised within that time that we need an extension to 45 days to provide you with a final response.
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 resolution of your matter.
We will endeavour to be in regular contact with you during this period, however of course, you can call us at anytime for an update.
If we can’t reach a resolution together
If after 45 days, you feel that your concern has not yet been resolved, you can 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, we encourage you to approach us in the first instance as we pride ourselves in honest banking whilst trying to keep our customers' best interests at the core of everything we do.
Certain criteria apply when approaching the FOS with disputes.
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:
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.