Complaints Handling Process for Members

If you wish to make a complaint in regard to RMBL, you can do so by:

Phone: by calling 9213 5700.
Email: by emaIling team@rmbl.com.au
Fax: by faxing 1300 886 662
Post: by sending to PO Box 93, Dandenong Victoria 3175
In Person: by attending Level 5, 225 Lonsdale Street, Dandenong

We will write to you to acknowledge receipt of your complaint.

STEP 1

Once your complaint has been received and recorded it will immediately be given to the attention of the Managing Director, who will attempt to resolve your complaint within 10 working days.

If a satisfactory resolution can be reached between you and the Managing Director in this time, we will formally write to you setting out the resolution and ask you to formally acknowledge your acceptance of this resolution. Once we have received this, we will close your complaint.

STEP 2

Should a resolution not be achieved, your complaint will be referred to our Senior Compliance Officer (“SCO”), who will attempt to resolve your complaint within 10 working days. We will notify you of the change in responsibility for resolution of your complaint.

Again, should a resolution be reached at this stage we will write to you setting out the resolution and ask you to acknowledge your acceptance, and close your complaint on receipt of this acknowledgement.

STEP 3

If a resolution of your complaint has still not been reached after this time, your complaint will then be referred to our Compliance Committee, who will have another 10 working days to attempt to resolve your complaint. Again you will be advised in writing of this step taking place, and should a resolution be reached we will request your acknowledgment.

STEP 4

If the above procedures are followed, and a resolution still has not been achieved, we will then inform you of your external dispute resolution options.

Should you have any further questions in respect of our complaints process, please do not hesitate to contact RMBL on 9213 5700.