Feedback 

Compliments, complaints or suggestions

We are always looking for ways to improve our services and customer experience. 

Whether you would like to provide feedback, submit a compliment, lodge a complaint, or share a suggestion, we encourage you to use our Feedback Form below. 

Your feedback is valuable and helps us improve our services and better meet the needs of our customers.

How your complaint will be investigated

When you contact us, be sure to include the following information:

  • your contact details
  • the nature of the complaint
  • your desired resolution
  • your preferred method of communication
  • any additional support you require

The RIC team will acknowledge your complaint in a timely and transparent manner, and in accordance with any relevant legislative responsibilities.

We will then assess and investigate your complaint.

We aim to resolve complaints within 10 calendar days. If a complaint is complex, it may take longer to resolve. You will be informed about expected timeframes.

In working to resolve a complaint, the RIC will work with you through your preferred method of communication to discuss and resolve your complaint.

The RIC’s Complaint Policy Principles ensure that your complaint will be handled with a customer focus, responsiveness and confidentiality.

We ensure accessibility to the complaints process by communicating with you to discuss and resolve your complaint through communication channels that are convenient to you.

Special assistance such as an interpreter or spokesperson will be accommodated and lodging a complaint is at no cost to the applicant.

If you are dissatisfied with the outcome of your complaint you can request a review.

Complaint outcome reviews will be conducted within 10 days of the receipt of the request.

If the complaint is of a financial nature and you are not satisfied with our response, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

AFCA will encourage you to resolve your complaint with us first, so it’s important that we attempt to resolve your complaint before going to AFCA.

You can read more about the types of complaints AFCA may assist with by:

 
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