Complaints

If you wish to complain about the service you received from a Right Rate Pty Ltd Representative, you can send your complaint to us at:

Right Rate
PO Box 86 Macquarie Fields, NSW 2564 Australia

Phone: (+61) 04 8888 3331
Email: hello@rightrate.com.au

When writing your complaint please provide us with as much information and documentation as possible.

You are also welcome to contact us via the above details if you require an update on your complaint.

Resolution

Right Rate will acknowledge your complaint within 24 hours (Monday to Friday) and will try to resolve your complaint as soon as we receive it.  If we are unable to resolve the complaint immediately, we will begin to investigate the complaint within 2 working days and will aim to come to a resolution within 30 days.  If a full investigation of the complaint cannot be completed within this time and further investigation is required, we will write to you with an explanation of why the investigation is still in progress and will provide a timeframe of when we anticipate the investigation will be concluded.  Once the complaint has been fully investigated and a decision has been reached, we will write to you to advise you of our assessment and will provide an explanation of the result.

If you are not satisfied with the Result

If you have not heard from us within 30 days or if your complaint has not been resolved, you can contact the Australian Financial Complaints Authority (AFCA). 

Their details are:

Australian Financial Complaints Authority
GPO Box 3,
Melbourne VIC 3001

1800 931 678
info@afca.org.au
www.afca.org.au