We are constantly looking at ways to improve our service.  Please contact us at [email protected] or phone 1300 MANY RIVERS (or 1300 626 974), Monday to Friday 9:00am – 5:30pm (Sydney time) with your comments or complaint.

The complaints review process

Our aim is to resolve your complaint within a maximum of 5 working days. If we need some additional time, we will let you know. If you remain unhappy with the outcome, then please feel free to contact your Many Rivers Client Advocate, Sharon Prosperi. Sharon will then become your primary contact, and will support you in resolving your complaint.

Your Client Advocate

The role of the Client Advocate is to provide an independent review of the outcome of your complaint. The Client Advocate is an independent member of the Many Rivers Leadership Group. If you choose to contact the Client Advocate, you can still refer your complaint to an external dispute resolution scheme if you remain dissatisfied.

The Client Advocate can be contacted at:
Email: [email protected]
Mail: Client Advocate, Level 2, 233 Castlereagh Street, Sydney NSW 2000.

Please include the following information in your correspondence to the Customer Advocate:

• Your complaint reference number
• Your preferred contact details
• A brief description of your complaint

If you remain dissatisfied following contact with the Many Rivers Client Advocate you can still refer your complaint to the external dispute resolution scheme, the Australian Financial Complaints Authority (AFCA). AFCA is not part of Many Rivers and provide a free and independent service to resolve complaints by consumers and small businesses about financial firms (e.g. credit providers), where that complaint falls within AFCA’s terms of reference.

Australian Financial Complaints Authority
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678  (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001.