Dispute Resolution

Procedure

If you have a complaint, please advise The Rock as soon as possible. This can be done by completing our Complaint Form (PDF) or at any of our branches, mini branches or head office, by telephone, or in writing. The staff member receiving your complaint will do their best to remedy the problem. If this is outside their role they will refer the matter to the appropriate Supervisor or Manager.

If your complaint cannot be resolved immediately , the staff member you have been dealing with will take a note of the necessary details and advise you of the name of the person who will be responsible for resolving the issue. The person to whom the complaint is referred will make every endeavour to provide you with an answer as soon as possible and in any event within 21 days.

If we are unable to resolve a complaint within 21 days, we will:

(a) inform you of the reasons for the delay;
(b) provide you with updates on the progress with the complaint; and
(c) specify a date when a decision can be reasonably expected;
(d) unless we are waiting for a response from you, and you have been advised that we require the response.

A resolution will then be provided within 45 days, If we still remain unable to resolve a complaint we will again do the above and notify you of your right to contact an External Dispute Resolution Scheme, details below.

A resolution will then be provided within 45 days, If we still remain unable to resolve a complaint we will again do the above and notify you of your right to contact an External Dispute Resolution Scheme, details below.

If your complaint is made in writing, you will receive a response in writing advising you of the reasons for the outcome, and explaining what further action is open to you if you are unsatisfied with the response.

If you are not satisfied with the response provided by the staff member handling your complaint, a dispute arises and you may ask for the matter to be referred to The Rock’s appropriate Executive Manager. The Executive Manager is a senior member of The Rock's management team who has the authority to resolve your dispute. He or she will confer with the Chief Executive Officer if they believe it appropriate.

Each department keeps a register of complaints lodged with The Rock and your complaint will be recorded in the relevant register.

The Executive Manager records all disputes in a “Dispute Register”.

The Building Society Industry subscribes to an External Dispute Resolution Scheme. Should you feel you have a complaint that you do not believe has been satisfactorily resolved by The Rock’s executive management it can be referred to:

Financial Ombudsman Service Limited (FOS)
GPO Box 3
Melbourne Vic 3001
Telephone: 1300 78 08 08
Fax: (03) 9613 7345
Website: www.fso.org.au

Contact details
If your issue isn't resolved in the first point of contact, please contact the Compliance Department on (07) 4931 5509 or fax (07) 4931 8809, or by email to feedback@therock.com.au or at the following postal address.

The Compliance Department
The Rock Building Society
PO Box 562
Rockhampton Qld 4700

Compliance
This Internal Dispute Resolution Process is in compliance with Financial Services Reform Act 2001 (Policy Statement 165) and AS ISO 10002:2004, MOD.