Complaint Procedure

In this policy, “we,” “us” and “our” includes reference to R4K Services Pty Ltd.

How to contact R4K with a complaint

The simplest way to resolve a complaint can be made by contacting us directly.
If we aren’t able to resolve your complaint or you’d prefer not to contact the people who provided your initial service, our Compliance Team can assist. Here’s how to submit a complaint to our Compliance Team:

Email:
compliance@r4k.com.au

Phone:
Contact our Compliance Team
+613 8877-7400 (Mon-Fri 9am-5pm AEST)

Mail:
Head Office R4K Services Pty Ltd

When submitting a complaint, please provide any details or documents that will help us to better understand the problem and let us know how you’d like your complaint to be resolved.

How we’ll do our best to resolve your complaint

First, we’ll acknowledge your complaint and explain how we’ll work with you to resolve it. Whilst we’re able to resolve most complaints in a few days, we’ll let you know if we need more time.

Along the way, we’ll keep you advised of progress.

R4K Compliance
35A Railway Road
BLACKBURN VIC 3130

We will be focused on resolving this issue for you whilst also providing the appropriate teams with real-time feedback to help ensure the same issue doesn’t occur for other customers.

Need more options?

If you’re not happy with how we’ve resolved your complaint, you can either refer your complaint to the Australian Financial Complaints Authority (AFCA).

Contact the Australian Financial Complaints Authority (AFCA)

AFCA provides fair and independent financial services complaint resolution that is free for consumers. Before AFCA can investigate your complaint, they ask you to contact us first to see if we can address your complaint to your satisfaction. If your issue has not been resolved, you can lodge a complaint with AFCA.

Here’s how to learn more about AFCA and confirm if they can assist you:

Online:
www.afca.org.au

Email:
info@afca.org.au

Phone:
1800 931 678

Mail:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001