Compliments or complaints

We are always seeking ways to continuously improve.

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 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 working 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 one 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:

visiting the AFCA website
calling them on 1800 931 678.