Comments, Complaints, Compliments
We welcome your comments, learn from your complaints and are always pleased to hear compliments.
It is our aim to provide you with an efficient service and when you need assistance to satisfy your requirements and respond appropriately to your complaints. We know sometimes decisions are made and actions are taken that you may believe are wrong or that require more explanation. When this happens, we want you to tell us so we can respond to your feedback, and if necessary provide more information.
Our approach
We'll make it easy for you to tell us about your complaint, and we'll keep you informed of the steps to be taken and the time it will take to have your matter responded to.
Step 1 - Just ask once
Call us from anywhere in Australia on 1300 130 763. You can also contact us via email at servicesolutions@rhgservicing.com.au at any time with your complaint or feedback.
Our aim is as soon as you contact us with your complaint; we'll activate the response and resolution process.
Step 2 – You'll hear from us
We'll let you know who is handling your complaint and provide regular updates on what is happening to it as it progresses through the internal dispute resolution process. That way, you’ll have direct access to customer services contact to ask any questions you may have.
Step 3 – We'll aim to fix it
We aim to resolve your complaint as quickly, fairly and as close to the source as possible. If you're not happy with the resolution of your complaint, you can contact ServiceSolutions on 1300 130 763 - the ultimate gatekeeper for issues that cannot be handled through the resolution process.
The Service Solutions Manager is the final point of contact in the internal dispute resolution process provided by RHG to deal with complaints. If your complaint is not dealt with to your satisfaction by RHG Internal Dispute Resolution process you have the option to access FOS, an ASIC approved EDR Scheme on 1300 78 08 08 or to seek redress directly from a court.
