Resolving Problems

Our aim is to provide a quality service and to meet your needs. Where you feel there is room for improvement or you have a concern or an issue that needs to be addressed - please let us know. We welcome the opportunity to resolve your concerns.

1. Making a Complaint

The Credit Union has developed an internal process so that any concerns you may have about your Credit Union are addressed promptly and also come to the attention of management.

In most instances your concerns or complaints can be settled to your satisfaction by simply making us aware of them. Details of how to contact us are below. If the staff member is unable to handle the matter thay will refer your problem to the appropriate person. The majority of cases are resolved to member's satisfaction at this stage.

2. How To Use Our Dispute Resolution Procedure

If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further. If so, you will need to complete a Member Complaint form; we will provide this when you ask.

3. Dispute Notification

We will enter the dispute in our internal register and acknowledge receipt of your complaint to you within two (2) working days.

4. Dispute Investigation

Your complaint will then be fully investigated and a decision made on the matter.

5. How You Will be Informed of the Outcome

In the majority of cases you will be advised of the outcome in writing within ten (10) working days. Should there be exceptional circumstances causing a delay we will advise you.

6. Credit Union Dispute Resolution Centre - Financial Ombudsman Service (FOS)

If however, in spite of our best efforts, you are still not satisfied, you have access to the Financial Ombudsman Service (FOS). The FOS is a free and independent dispute resolution service for affiliated Credit Unions operating in Australia. The FOS is able to investigate disputes and make decisions that are binding on the Credit Union. The FOS can be contacted at http://www.fos.org.au

Please use our online enquiry form to provide us with details of your complaint. Alternatively, please contact us using one of the other options listed at the top of this page.

We welcome the opportunity to discuss your concerns with you.