Concerned? How can we help?

The directors, managers and staff of our Credit Union understand that, although we do our best to provide a high level of service, you may at times feel that there are issues that have not been resolved to your satisfaction.

At this point you may feel dissatisfied but are unsure about how to have your complaints resolved.

So that Members have the opportunity to make these complaints known, your Credit Union has developed a Complaints and Dispute Resolution Procedure as an additional service to members free of charge.  This procedure means:

• You have a way of having your complaints addressed
• Our directors and senior management will be aware of the issue that is of concern to you
• Procedures and products can be adjusted, if possible, to improve our service.

What is a Complaint?

A complaint is a verbal or written expression of dissatisfaction by a member about a credit union product or service.

What is a Dispute?

A dispute arises if you make a complaint to your credit union about a credit union product or service, and you are not satisfied with the response that you receive.

Things you should know about Internal Complaints and Dispute Resolution

1. If your complaint involves [Visa EFTPOS, ATM transactions etc] Step 1, set out below needs to be taken, however, procedures may vary if the dispute resolution needs to go further.  This is because more specific legislation or Codes of Practice may apply.

2. You are not obliged to pursue a dispute with the credit union using the Internal Complaints and Dispute Resolution Procedure.

3. If you use the Internal Complaints and Dispute Resolution Procedure, you may commence legal proceedings before, after or at the same time as using the Internal Complaints and Dispute Resolution Procedure.

4. The Credit Union’s participation in the Internal Complaints and Resolution Procedure is not a waiver of any rights it may have under the law, or under any contract between you and the Credit Union. An example of a contract between you and your Credit Union may be loan contract, a mortgage, a guarantee, the terms and conditions of an account or the terms and conditions of a Visa Card or Redicard.

5. This brochure is not a contract between you and the Credit Union, and it is not enforceable against the Credit Union.

Steps to take should you wish to use our Complaints and Dispute Resolution Service

Step 1. How to make a complaint

In most circumstances your complaints can be settled to your satisfaction by simply making us aware of them.  You can raise the complaints with our staff verbally over the counter or by telephone or in writing by letter, facsimile, memo, e-mail etc. If the staff member is unable by reasons of authority or experience to handle the matter they will refer your complaint to a more senior or experienced person. In the great majority of cases at this stage your complaint will be dealt with promptly and to your satisfaction and you will not need additional assistance.

Step 2. How to use our Complaints and Dispute Resolution Procedure

All complaints and disputes will be recorded in our Complaints and Dispute Register. Where a complaint cannot be resolved to your satisfaction immediately, it may be necessary for you to answer some questions and complete a complaint Form in order that the credit union’s management may properly investigate the complaint. The staff member, when required, will assist you with registering you complaint/dispute. When receiving a verbal complaint the staff member will complete the details of the complaint in the Register on your behalf. The staff member will then read the Register of complaint to you and obtain your consent of accuracy.

Step 3. Dispute notification

Where the staff member cannot immediately settle the complaint/dispute we will acknowledge receipt of it to you in writing within 2 working days.  We will also advise you in writing of the procedures for investigating and handling your complaint/dispute.

Step 4. Dispute investigation

Your dispute will then be fully investigated by Member Dispute Officer and a decision made on the matter.

Step 5. How you will be informed of the outcome

In the majority of cases you will be advised of the outcome in writing within 5 working days. Should there be exceptional circumstances causing a delay we will advise you. But, even in the most complex matters, the dispute should be resolved in a maximum of 21 days.

Step 6. Financial Ombudsman Service Limited

If however, in spite of our best efforts, you are still not satisfied, you have access (free of charge) to the Financial Ombudsman Service Limited and details of how you may access this service will be provided when you are advised of the outcome of our investigations.

Step 7. Credit Union response

The Credit Union’s Internal dispute Register will be updated showing the result and wherever appropriate, our policies, systems and procedures will be adjusted and staff counselled or provided with additional training.