Internet Banking

Contact us

Call us

Customer service 1300 660 115

8.30am - 8.00pm Eastern time (Monday - Friday, except national public holidays)

If calling from overseas: +61 8 7109 9207

Fax: 08 8121 0106

Phone Banking 1300 651 839

(24 hours, 7 days)

Internet Banking support 1300 651 839

Monday - Friday 8.00am - 8.00pm Eastern time (except national public holidays)
Saturday/Sunday 9:00am - 4.00pm Eastern time 

Lost or stolen cards 1800 035 383

If calling from overseas: +61 3 5485 7872

Fax: 03 5433 9843

Send us an email

Write to us

Rural Bank

PO Box 3660
Rundle Mall SA 5000

Resolving a complaint

We love to hear from you whether it's a compliment, suggestion or a complaint.  It is important for us to know what we do well and we are just as keen to hear when we have not met your expectations no matter the circumstance. There are many ways to tell us about your complaint:

  • In person - by speaking to a member of our staff
  • Telephone - by contacting 1300 660 115
  • Email: service@ruralbank.com.au
  • Complete the contact form above

If you have a complaint related to the products or services provided by the Group, please contact us in the first instance, as any of our staff can assist you with the feedback. They will be objective and proactive in responding to you in order to achieve fair, reasonable and timely outcomes.

We will ensure that all complaints are fully documented, investigated and resolved in a timely manner and we will keep you informed of the progress of your complaint.

Our Customer Service team can be contacted by:

  • Telephone - on 1300 660 115 between 8:30am and 5:00pm Adelaide time, weekdays
  • Email - service@ruralbank.com.au
  • Post/Letter - sending a letter to our Customer Relationship Officer at 1471 Reply Paid 84135, Rundle Mall, SA 5000

If you are not satisfied with the response provided, you can refer your complaint to the Customer Feedback Team by:

If you are not satisfied with the response provided by our Customer Feedback Team, you have the option of referring the matter to the Customer Advocate who will impartially assess your complaint, keep you informed of the progress and provide you with a response:

  • Telephone – 1300 139 572 (+61 3 5485 7919) between 8:30am and 5:00pm Victorian time, weekdays
  • Email - customeradvocate@bendigoadelaide.com.au​
  • Mail - write to Customer Advocate, P.O. Box 480, Bendigo, Vic, 3552

Alternatively (or following consideration by the Customer Advocate) you may refer your complaint directly to our External Dispute Resolution provider:

Australian Financial Complaints Authority
GPO Box 3 Melbourne, VIC, 3001
Phone: 1800 931 678
Fax: (03) 9613 6399
Email:info@afca.org.au
http://www.afca.org.au

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

If your complaint relates to how we handle your personal information you can also contact:

Office of the Australian Information Commissioner
GPO Box 5218 Sydney, NSW, 2001
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
www.oaic.gov.au

This charter and related links form our policy on Customer Feedback Management and is supported by detailed procedures covering approach, responsibilities, monitoring, improving the customer experience and reporting.

Media enquiries

Julian Liston, Communication Manager
P: 03 8414 7907
 

 

^Your privacy is important to us. To learn more about collection, disclosure to others, and use of your personal information for marketing and other purposes, visit our Privacy page.