Complaints and Dispute Resolution
At RSL Money, we understand that although we do our best to provide a high level of service, you may at times feel that there are issues that have not been resolved to your satisfaction.
To ensure that you have the opportunity to make your complaints known, we have developed a Complaints Resolution procedure. This procedure means:
This procedure is free of charge to members. Standard charges may apply in accordance with our fees and charges for copies of previous transactions or retrieval of documents from archives, where requested by you.
What is a complaint?
A complaint is an expression of dissatisfaction made by a member to RSL Money, related to our products or services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.
- you have a way of having your complaints addressed;
- our Directors and Executives will be aware of the issue that is of concern to you; and
- procedures may possibly be adjusted to improve our service.
How to make a complaint
We do our best to provide a high level of member service. However, if you would like to make a complaint, we will try to address your concerns as soon as possible, within our complaints handling procedure. To make a complaint to RSL Money please contact us via one of the options below:
Via email: firstname.lastname@example.org
In writing: PO Box H151 Australia Square NSW 1215
Over the phone: 1300 000 775
Fax: (02) 9240 4120
Online: Click here
How long will it take?
We aim to get back to you about your complaint as soon as possible. Our aim is to resolve complaints within 21 days. For more complex issues we may need more time to properly investigate your complaint. If this happens, we will advise you of this in writing.
How we will notify you of the outcome
In most cases, a verbal or phone complaint can be settled to your satisfaction at the time that you raise your concerns with us.
Otherwise, we will send you a letter notifying you of the outcome and include details of what action you can take in terms of contacting our external dispute resolution scheme.
What further options do you have?
RSL Money Products and Services:
We are a member of the Financial Ombudsman Service (FOS), which provides an external dispute resolution service. FOS is free of charge to customers. If you are not satisfied with the final outcome of your complaint, you can contact FOS. Their contact details are as follows:
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Phone: 1800 367 287