RHG Mortgages is committed to ensuring our services meet your expectations, we value and encourage your feedback regarding how we are performing. If you would like to compliment one of our staff or have a suggestion on how we can improve, please let us know. Sometimes though, we may get things wrong and if we have, we need you to tell us and give us the opportunity to put things right.
Our Customer Care team is available to assist you Monday to Friday between 8:00am – 7:00pm (AEST).
Simply call 1300 658 489
(or +61 2 9248 0395)
PO Box H284
Australia Square
NSW 1215
Fax: 1300 366 844
Sometimes, we may get things wrong and if we have, we need you to tell us and give us the opportunity to put things right. If you’re unhappy about something we’ve done or maybe haven’t done, we have a Customer Assist team who are here to assist you.
How long does it take?
Where possible, we’ll resolve your concern on the spot however, depending on the nature of the issue, this may take up to 15 business days. If we need more time, we’ll let you know and we will keep you informed on the progress of your complaint at least every 10 business days.
If you are not happy with our response
If you are unhappy with our attempt to resolve your application for hardship, you may refer the matter to the Australian Financial Complaints Authority (AFCA).
AFCA is an independent external dispute resolution scheme for financial services approved by the Australian Securities and Investments Commission. As a member of this scheme we are bound by its determinations about a dispute.
External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.
AFCA can be contacted as below:
Mailing Address: GPO Box 3, Melbourne VIC 3000
Telephone: 1800 931 678
Fax: 03 9613 6399
Website: www.afca.org.au
Please note that before the Credit and Investment Ombudsman can investigate your complaint, they do require you to have first provided us with the opportunity to address your concerns. External dispute resolution is a free service established to provide you with an independent mechanism to resolve specific complaints.