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 not satisfied with our final response, you may lodge a complaint with the Australian Financial Complaints Authority:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
Our complaints process is detailed in our Resolution Guide for Complaints & Disputes. It is available here, and at any of our offices.