What if you have a complaint?
RLS has developed internal dispute resolution procedures to assist you to resolve a complaint or dispute related to our services. Our internal dispute resolution procedures are free of charge.
We are also a member of an independent approved external dispute resolution scheme, called Credit Ombudsman Service Ltd.
How to make a complaint
In the first instance, please contact RLS to submit your complaint. We would like to be the first to know if you are not happy with our services. You can contact us verbally, or in writing. RLS may request you to provide certain documents, or other information, so that we may fully understand your complaint and the remedy you are seeking.
Complaints may be lodged by contacting Mark Fielke, RLS Complaints Officer by:
Phone: 08 8582 2822
In writing to: P.O. Box 2127 BERRI SA 5343
or by speaking to any representative of our business who will refer complainants to the Complaints Officer.
Riverland Lending Services response:
We undertake to:
(a) Confirm receipt of your complaint within 1 business day; and
(b) To endeavour to resolve your complaint within 21 days from the date of receipt of same.
(c) If your complaint is complex, we will endeavour to resolve it within 45 days of receipt of same.
If resolution of your complaint is not likely within these timeframes, we will keep you informed at regular intervals about the progress of our investigations.
What if you are still not satisfied?
If you are still not satisfied with the outcome, you have the option, at any time, to contact our external dispute resolution service the Australian Financial Complaints Authority (AFCA) at www.afca.org.au or by telephoning 1800 931 678 (local call cost). Riverland Lending Services membership number is 42189.