A complaint is an expression of dissatisfaction made to or about us; related to our products, services, staff or our handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
You can make a complaint to RMBL by using one of the below methods. Your complaint does not need to be in any particular format. However, we will need sufficient information to understand the reason(s) for your complaint and how you would like us to resolve the matter for you.
Phone: 03 9213 5700
Email: complaints@rmbl.com.au
Fax: 1300 886 662
Post: PO Box 93, Dandenong Victoria 3175
In Person: Level 5, 225 Lonsdale Street, Dandenong
If you need help to make or manage your complaint, you can appoint someone (for example, a relative or friend) to represent you. We will need your authority to speak to any representative you appoint. We can also help you to fill out forms or express your complaint.
We will generally seek to resolve your complaint as quickly as possible, wherever possible, to resolve your complaint for you the same day that we receive it by phone or in writing or within 5 days to your satisfaction and you have not requested a response.
However, where your complaint requires further assessment, an investigation before we can respond, we will first send you a written acknowledgement that sets out our understanding of your complaint and how you would like it resolved.
We will then investigate your complaint in a timely manner and aim to get back to you as soon as possible, but in any event, within 30 days of receiving your complaint (or within 21 days for a credit-related complaint).
Once our investigation is complete, we will send you a written response setting out the steps we have taken to investigate your complaint and our decision. Where we are unable to resolve your complaint in the manner you have requested, we will contact you by your preferred contact method of communication, including by phone or email, to explain our decision and reasons for the outcome.
If you are not satisfied with RMBL’s response or we do not get back to you within 30 days of you making your complaint, you can refer your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme for financial services, providing free, fair and impartial resolution of complaints from consumers and small businesses regarding financial products and services. You can find out more details about AFCA at their website www.afca.org.au. You can also contact AFCA on 1800 931 678 (toll free) or info@afca.org.au
RMBL’s AFCA Member Number is: 10836