Complaints and Disputes

Complaint Handling Procedures

If you have a complaint about any of our products or services, you should contact us.

We have an internal dispute resolution procedure which is free of charge. It is also optional - you are not obliged to pursue a dispute using our internal dispute resolution procedure. You may, for example, commence proceedings against the Credit Union in court instead.

If you wish to use our internal dispute resolution procedure, it is preferable that you detail the complaint in writing. We will investigate the complaint, make a decision about it, and inform you in writing of the decision and the reasons for the decision.

If you are dissatisfied with our resolution of your complaint, you may pursue it with the Australian Financial Complaints Authority (AFCA), an independent Dispute Resolution Centre registered with ASIC.

A brochure explaining the external dispute resolution scheme is available from any of our offices and gives details on how to contact AFCA and how to lodge your complaint. The service is free of charge.

Our complaints process is detailed in our Compliants and Disputes Guide. It is available here, and at any of our offices.