Important things that you should know

1. Rural Bank and Australia Post may provide you with general financial product advice. In giving any such advice, we do not consider your individual needs, financial situation or objectives. Before acting on any general advice offered by us, you should consider the terms and conditions and fees and charges for the relevant product(s), as well as your own individual needs, financial situation and objectives. We recommend you consult an independent financial advisor in any event.

If you decide to acquire a particular Rural Bank product or service through a participating Australia Post retail outlet, we will provide you with details of the relevant terms and conditions and fees and charges at the time of your visit.

2. The Australian Postal Corporation is an authorised representative of Rural Bank Limited. Banking products are issued by Rural Bank Limited ABN 74 083 938 416 AFSL 238042, registered office Level 1, 27 Currie Street, Adelaide SA 5000 and distributed by the Australian Postal Corporation ABN 28 864 970 579, trading as "Australia Post", GPO Box 1777 Melbourne VIC 3001.

3. Australia Post may receive a commission or other benefits for the sale of Rural Bank products, or for a referral in relation to Rural Bank's lending products and services, based on factors such as the amount and term of the loan and the account balance of deposit products sold.

4. Transactions at Rural Bank, Bendigo Bank and Suncorp ATMs are free. Fees may apply to transactions performed at other ATMs. Please refer to the Rural Bank website for more information about ATMs, including locations and partner networks that enable you to access your funds free of charge.

5. Deposits with Rural Bank are covered by the Financial Claims Scheme. The account holder may be entitled to payment under the Financial Claims Scheme. Payments under the Scheme are subject to a limit for each depositor. Information about the Financial Claims Scheme can be obtained from the APRA website at www.apra.gov.au and the APRA hotline on 1300 131 060.

6. Bank@Post™ and its device mark are trademarks (registered or otherwise) of the Australia Postal Corporation ABN 28 864 970 579. All rights reserved.

7. BPAY® is registered to BPAY® Pty Ltd ABN 69 079 137 518.

8. Complaint resolution

You can notify Rural Bank of a complaint by:

 

Mail:	Customer Relations Officer - 1471 Reply Paid 551, Adelaide SA 5001
Phone:	1300 660 115
Email:	service@ruralbank.com.au

 

What happens when I make a complaint?

Rural Bank aims to respond to complaints immediately. Upon the receipt of your complaint, they will take the following steps:

Step 1: Rural Bank will acknowledge your complaint in writing within three business days.

Step 2: Rural Bank will aim to respond to your complaint within 45 calendar days of the complaint being received.

Step 3: Rural Bank will keep you informed of its progress in responding to your complaint.

If you feel your complaint has not been properly handled or resolved, you may be able to refer it to the Financial Ombudsman Service, whose office can be contacted via:

 

Mail:	Financial Ombudsman Service Limited GPO Box 3, Melbourne VIC 3001
Phone:	1300 780 808
Fax:	03 9613 6399
Email:	info@fos.org.au
Website:	www.fos.org.au