Key elements of our Fair Conduct programme
The fair conduct principle to treat clients fairly applies in everything we do, but most importantly in the following situations:
1. When we are designing any product or service.
2. When we are offering to provide any product or service.
3. When we provide any product or service to a client.
4. When we have any dealings or interactions with a client in connection with any product or service.
At Rabobank, Treating Clients Fairly is placing our clients’ interests at the heart of our decision making. It's the way we operate in delivering fair and transparent outcomes for our clients and communities.
Treating clients fairly principles
We put clients at the heart of all we do by operating under a set of principles, as outlined below:
Governance of our Fair Conduct Programme
Our Fair Conduct Programme has been created to be relevant and proportionate to Rabobank reflecting the unique factors and characteristics of our business. Our Fair Conduct Programme is a continuous programme of work that applies across our business and is subject to ongoing regular revision.
The governance of our Fair Conduct Programme is as follows:
- The Rabobank New Zealand Limited Board has ultimate accountability for our Fair Conduct Programme, and our Chief Executive Officer has day to day responsibility for the Fair Conduct Programme.
- The Board is committed to setting the tone from the top and maintaining the integrity and reputation for professional, ethical, transparent fair conduct at Rabobank.
- To enable this commitment, the Board is provided with regular and comprehensive reporting about conduct risks and any failures to comply with the fair conduct principle.
- We have a dedicated Fair Conduct Champion (a Rabobank Board Member) who advocates raising awareness of Rabobank’s desired values and behaviours in relation to promoting good client outcomes.
Monitoring compliance with our Fair Conduct Programme is crucial to ensuring its operational effectiveness. To achieve this, we adhere to all frameworks, policies, processes, systems and controls that are relevant. We have also developed risk assurance programs and monitoring cycles, which include regular reporting to our management, committees, and Board.
Our products and services
Our Fair Conduct Programme supports Rabobank’s compliance with the fair conduct principle to “treat clients fairly” whenever we are designing, offering to provide, providing, or having any dealing or interaction with a client related to a product or service.
| Agribusiness products | Rabobank Online Savings products |
|---|---|
| All in One Loan | RaboSaver |
| Call Deposits | PremiumSaver |
| Term Deposits | NoticeSaver |
| Foreign Currency Deposit Account | Term Deposits |
Rabobank is registered under the Financial Service Providers (Registration and Dispute Resolution) Act 2008 to provide the following services to clients:
| Registered Services | Service Offerings |
|---|---|
| Issuing or managing means of payment | Debit Card Electronic Payments |
| Acting as an offeror of financial products under a Financial Markets Conduct (FMC) offer | Distrubuting our products to our new and current clients Marketing |
| Acting as an issuer under a Financial Markets Conduct (FMC) offer | Account opening Account maintenance Account closing |
| Changing foreign currency | Foreign currency electronic payments |
How we review our products, services and distribution methods to make sure they are fit for purpose
We have governance frameworks in place to support the regular review of the design, distribution, management and maintenance of our products and services. This enables us to identify opportunities to enhance and improve our products and services, which are then made available within a reasonable timeframe to clients.
Regular and ongoing review of our products, services and distribution methods ensures that they continue to remain fit for purpose for our clients’ needs and objectives and meet the fair conduct principle.
We are committed to making sure these are accessible and inclusive for all clients, with an additional focus on clients who require extra care due to their personal circumstances. We have a dedicated Customer Resolutions Team that identify and oversee client care and appropriate escalation pathways. Rabobank employees are trained to remember that requiring extra care can happen to anyone at any time, and that this may be permanent or temporary.
How we oversee the conduct of our employees
Rabobank sets clear expectations for our employees. Our Code of Conduct demonstrates what drives us in our work by being client driven, cooperative and professional. It guides our decision-making and actions as it relates to treating clients fairly. Where our employee’s conduct does not meet the standards we expect, we have a framework in place for applying consequences, as well as ensuring we positively recognise employees who go above and beyond.
Our employees are required to complete all mandatory training, including training on our products and services and treating clients fairly as part of their performance management process.
How we manage client feedback and complaints
We acknowledge that, from time to time, issues connected with our products and services occur. At Rabobank, feedback matters and we take complaints seriously. We strive to deliver superior service to our clients, and we welcome feedback and complaints. Our employees actively listen to client feedback and acknowledge complaints. This enables us to enhance the client experience, learn from mistakes, and improve our products and services.
At Rabobank, complaints and feedback are:
- Registered and acknowledged.
- Reviewed, managed, investigated and resolved in accordance with our internal complaints timeframes.
- Monitored and escalated, where necessary.
- Reported to senior managers, committees and the Board.
You can make a complaint in one of the following ways:
- Use the online complaints form
- Send us a secure message via your internet banking
- Call us on 0800 22 44 33 for Rabobank Online Savings (Monday – Friday 8am - 6pm New Zealand time) or
- 0800 500 933 for Agribusiness (Monday – Friday 8am - 5.30pm New Zealand time)
- Write to us at Rabobank, Level 4, 32 Hood Street, Hamilton 3204