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Codes of Practice
We are committed to promoting and adhering to nationally adopted codes of practice that deliver service and protection to our members.
Customer Owned Banking Code of Practice
The Customer Owned Banking Code of Practice applies to individual and small business member of the Credit Union and includes the following commitments;
- We will be fair and ethical in our dealings with you
- We will focus on our customers
- We will give you clear information about our products and services
- We will be responsible lenders
- We will deliver high customer service and standards
- We will deal fairly with any complaints
- We will recognise customer rights as owners
- We will comply with our legal and industry obligations
- We will recognise our impact on the wider community
- We will support and promote the Customer Owned Banking Code of Practice
The provisions of the Customer Owned Banking Code of Practice apply to all operations of the Credit Union.
pdf Click here to review the Customer Owned Banking Code of Practice.
ePayments Code of Practice
The provisions of the ePayments Code of Practice apply to all eligible operations of the Credit Union.
Click here to visit ASIC's website and learn more about the code.
Code of Conduct
GMCU has a Code of Conduct for staff and directors. The Code ensures that, in everything we do, we will:
- Comply with Member Rights
- Serve Members
- Act Professionally
- Act Ethically and Beyond Reproach
Terms & Conditions
Any savings account, access facility, term deposit, loan or other service you acquire from us is subject to our terms and conditions for that service.
We will provide our terms and conditions at the time of providing a service and you should always read them before opening an account, applying to use a facility or applying for a loan.
The terms and conditions set out your rights and obligations. It is important that you understand these rights and obligations.
Terms and conditions for loans will be supplied when you apply for a loan, or you can request a copy from a lender in your local branch.
The terms and conditions for Accounts and Access Facilities are available;
- by clicking on the link on this page, or
- by clicking on "Account Terms & Conditions" in the menu at the footer of each web page, or
- by requesting a copy from your local branch.
Click here to review the terms and conditions for Accounts and Access Facilities.
Payment Processing
Electronic Payments
When you make a payment, the funds will be taken from your available balance immediately.
If you are making a payment to another GMCU account, making an EFTPOS purchase or taking cash the recipient will receive payment straight away.
If you are making a Visa purchase the recipient will receive funds when they complete end-of-day processing on their terminal. This may mean the payment shows on your statement under a different processing date.
If you are transferring funds outside GMCU or making a BPAY payment (i.e. Internet Banking, Telephone Banking or branch assisted) the payment will be subject to a cut-off time.
Payments subject to a cut-off time made before 4.30pm (Eastern Standard Time) on a business day will be processed on the same day. Payments made after this time will be processed on the next working day. Delivery to the recipient will then depend on when their bank processes the payment.
Please quote your Account Number or PayID if you want to receive funds to a specific account. If you quote your member number, funds will be deposited to your lowest numbered savings/transaction (S) account.
Cheque Deposits
Funds from cheques deposited to members' accounts will not be available until the expiry of a clearance time.
Cheques will be credited to an account in accordance with requirements of the Cheques, Payments and Order Act.
Financial Difficulty
We encourage our members to contact gmcu promptly if they are ever in financial difficulty.
Our team is here to help as our community works together through these unprecedented times.
pdf Click here for our Financial Hardship Guide and contact details.
Complaint Handling Procedures
We're here to help you.
If you would like to speak to us about your experience with any of our products or services, we encourage you to get in touch. Our team is here to help, and will guide you through our complaint handling process.
Here are a few ways you can reach us:
- Call us on (03) 5821 9033;
- Contact your local team here; or
- E-mail us your feedback directly at
This email address is being protected from spambots. You need JavaScript enabled to view it. .
Our dispute resolution system is in place to ensure we can respond to any complaints about any of our banking products or services, or about any other financial service we provide relating to insurance products.
It's our policy to handle any complaint efficiently and fairly. If you feel that we've got this wrong, you may refer your complaint to our external dispute resolution centre.
Online: www.afca.org.au
Email:
Phone: 1800 931 678 (free call)
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001
Our complaints process is detailed in our pdf Resolution Guide for Complaint & Disputes , available online or at your local branch.