If you have a complaint, any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable, and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner.

To find the answers to frequently asked questions about our complaints process:

Frequently asked questions

Provide your feedback

There are many ways to provide your feedback to us including our online form: Customer feedback | Rural Bank.

• In person - by speaking to a member of our staff
• Telephone - by contacting 1300 660 115 If calling from overseas +61 8 7109 9207
  8.30am - 5.00pm AEST/AEDT (Monday - Friday, except national public holidays)

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner and we will keep you informed of the progress of your complaint.

If you are not satisfied with the response provided, you can refer your complaint to the Customer Feedback Team

The Customer Feedback Team is accessible to all customers of the Bendigo and Adelaide Bank Group, our dedicated team is here to listen you and to represent your voice.

The Customer Feedback Team will seek to understand your expectations and needs by engaging with you. Our learnings from your experience will be used to enhance the way we do business in the future.

The Customer Feedback Team can be contacted by:

• Telephone – on 1300 361 911(+61 3 5485 7911) between 8.30am and 5.00pm Victorian time, weekdays
• Email – .(JavaScript must be enabled to view this email address)
• Post/Letter Write to us at Reply Paid P.O. Box 480, Bendigo Vic, 3552

If you are not satisfied with the response provided by our Customer Feedback Team, you have the option to refer your complaint to the relevant external dispute resolution scheme.

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

AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA at:

In writing to: GPO Box 3 Melbourne, VIC, 3001
Telephone: 1800 931 678
Email: .(JavaScript must be enabled to view this email address)
website: www.afca.org.au 

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner
GPO Box 5218 Sydney, NSW, 2001
Phone: 1300 363 992
Email: .(JavaScript must be enabled to view this email address)
www.oaic.gov.au

This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring improving the customer experiences and reporting.

You can also view our Code of Conduct.