Resolving problems

Our staff are trained to deal efficiently and courteously with all types of problems. So don’t hesitate to speak to our staff if something is troubling you. We’d like to know about anything which affects the relationship you have with us.

Who do you complain to?

The first place you should take any complaint is to a member of our staff. If at all possible, the problem will be resolved immediately. However, if our staff member is unable to assist, please speak to a supervisor or manager. The supervisor or manager will try to resolve the matter by the next business day. You may also make a complaint by calling us on 6362 4466.

How long will it take?

Frequently, complaints are simple cases of confusion or misunderstanding, which can be sorted out to everyone’s satisfaction very quickly.

However, not all complaints can be dealt with quickly. Our supervisor or manager will advise you if he or she is unable to resolve your complaint by the next business day. Our aim is to have your complaint resolved within 14 days, although in more complex cases (eg a complaint about a card transaction overseas) we may need up to 45 days. If this happens, we will write to you advising of this. We will ring or write to you notifying you of the outcome. If this is not in your favour, we will write to you telling you:

• the reasons for the decision
• the evidence we relied on to reach our decision
• the consequences of the decision for you
• further action you can take.

If we resolve the complaint under the card scheme rules relating to your Visa Card, we will endeavor to resolve the complaint within 60 days. If the process takes longer, we will inform you of the reason for the delay, update you on the progress of the complaint once every 2 months and the date when you can reasonably expect a decision. We will inform you in writing of the relevant timeframes and when you can expect a decision.

What further options are there?

We are a member of Australian Financial Complaints Authority (AFCA). It provides an external and impartial procedure for resolving disputes between Credit Unions and their members. AFCA is free of charge to members. If you are not satisfied with the final outcome of your complaint, you may tell us to pursue the matter further with AFCA. With your written consent, we will then refer the matter, and copies of all documents and correspondence regarding the complaint, to AFCA. If we fail to do this, or if we fail to resolve your complaint within the relevant timeframes, you may refer the matter to AFCA yourself. You can contact AFCA on (1800) 931 678.

Other information

You are not obliged to pursue a dispute with us using our internal dispute resolution procedure. If you do, you may commence legal proceedings against us before, during, or after this process. Our participation in the internal dispute resolution procedure is not a waiver of any rights we have under the law, or under any contract between the Credit Union and yourself. An example of such a contract may be a loan contract, a mortgage, a guarantee, or the terms and conditions of an access card.