About Us

Customer Feedback

At The Rock, whilst we strive to meet the customer’s expectation we realise from time to time we may not always do so.  We welcome feedback and will address concerns in a timely manner.  Feedback is important to us as a means of continually improving our services to valued customers.

Procedures

If you have some feedback or an issue you would like addressed, please advise The Rock as soon as possible. This can be done by completing our Feedback Form or at any of our branches, agencies or head office, by telephone, email, or in writing. The staff member receiving your complaint will do their best to remedy the problem. If they are unable to resolve the issue they will refer it to our internal dispute resolution department.

Please note you can also collect a Feedback Brochure from any of our branches containing this information and also a feedback form.

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 from your first contact on the issue.

If we are unable to resolve a complaint within 21 days, and we are not waiting for a response from you, and you have been advised that we require the response, 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;

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.

When a resolution is provided you will receive a response in writing advising of the reasons for the outcome, and explaining what further action is open to you if you are unsatisfied with the response.

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 it can be referred to:

Banking and Financial Services Ombudsman (BFSO)
GPO Box 3
Melbourne Vic 3001
Telephone: 1300 78 08 08
Fax: (03) 9613 7345
Website: www.bfso.org.au

Contact details

If your issue isn’t resolved in the first point of contact, please contact Ta Hiron, Assistant to the MD, on (07) 4931 5519 or fax (07) 4922 8422, or by email to ta.hiron@therock.com.au or at the following postal address:

Ta Hiron
The Rock Building Society
PO Box 562
Rockhampton Qld 4700

Compliance

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