Complaints Handling Policy

Complaints Handling Policy

• RBC Technology Group aims to provide our customers with the best possible service. If you haven’t received the service you expected, you have the right to make a complaint.
• A complaint means an expression of dissatisfaction made to us in relation to our products or the complaints handling process itself, where you expect a resolution. Contacting us to request technical support or to report a service issue is not necessarily a complaint. Where it is not clear to us, we will ask you to confirm that you wish to make a complaint.
• In dealing with your complaint, we will treat you with fairness and courtesy. RBC Technology Group believes that this Complaint Handling Process is the most effective and quickest way to resolve issues and we will use our best efforts to resolve your complaint efficiently in accordance with this process.
• Making a Complaint – In the first instance, you should contact our support teams (during operating hours) at via one of the below options:
  1. support@rbcgroup.com.au
  2. rbcgroup.com.au
  3. 1300 857 164

We aim to investigate and resolve all complaints within the following timeframes:

• • for urgent complaints, within 2 working days;
  • for all other complaints, within 5 working days, except where the complaint involves complex matters, in which case we will aim to resolve these within 15 working days.
• If we reasonably believe that resolution may fall outside of the timeframes above, we will contact you directly to discuss the reasons for the delay and advise a new timeframe as well as your avenues for external resolution (if the delay is expected to exceed 10 working days).
• How your complaint will be escalated – If our Customer service team is not able to resolve your complaint, your complaint will be escalated to a supervisor for further assistance.
• Ways you can monitor your complaint – We will keep you updated with the status of your complaint and you may contact us either by phone or by email with your account details or complaint reference number to request a status update.
• When a complaint is resolved – We will advise you either verbally (via telephone) or in writing (via email) of the outcome of your complaint. If you prefer a specific method of contact, please advise us when making your complaint.
• We will not close your complaint without your consent, except where your complaint has already been appropriately escalated within Ducentis and where
  • you’ve told us that you’re not happy with the progress or resolution of your complaint and in response we have advised you of your options for external dispute resolution, including the TIO; or
  • we have not been able to contact you for more than 10 working days after an attempt to contact you in writing; or

after careful consideration, we have advised you that we reasonably believe that your behaviour or complaint is frivolous or vexatious (and the reasons why) and explained your options for external dispute resolution. Within 5 working days of reaching this view, if requested by you, we will confirm these matters in writing