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Resolve a Complaint

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Our dispute resolution process - Lets talk about it

The simplest way of solving a problem is to talk to someone about it. If you are unhappy about something to do with a product or service, we'd like to hear about it.

Our staff are trained to efficiently and courteously deal with all types of problems, so don't hesitate to speak to one of them if something is troubling you. We'd like to know about anything that affects your relationship with us.

Who do you complain to?

Firstly, raise your concern with one of our staff. If at all possible, the problem will be resolved immediately. However, if our staff member is unable to resolve your concern, you will be referred to a Manager. Our Manager will try to resolve the matter as quickly as possible and will keep you informed of its progress.

You may also make your complaint in writing to:

The Disputes Resolution Officer
Bankstown City Credit Union
PO BOX 3216 Bankstown Square NSW 2200
or by emailing disputes@bccu.com.au

How will you notify me of the outcome?

Frequently, complaints are simple cases of confusion or misunderstanding which can be resolved to everybody's satisfaction very quickly; however, this will depend on the nature of the complaint.

Our staff will advise you as to whether they are able to resolve your complaint by the next business day after receiving your complaint.

You will always have the opportunity to put your point of view and we will ensure that all cases are handled fairly and promptly.

In some cases, we may ask you to put your complaint in writing. Our aim is to have your complaint resolved within 14 days, however 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 and keep you informed at all times.

How will you notify me of the outcome?

We will telephone, write or email you advising of the outcome. If the outcome is not in your favour we will advise you of the following:

  • the reasons for the decision
  • the evidence we relied on in reaching our decision
  • the consequences of the decision for you
  • what further action you can pursue

Contact the Financial Ombudsman Service (FOS)

FOS was established to provide users of financial services with a fair, timely and cost-effective way of registering complaints and resolving disputes.

FOS is funded by participating institutions as part of their commitment to member services and is located in the offices of the Banking and Financial Services Ombudsman.

If you are a credit union member FOS can help you with independent and impartial consideration of complaints within their jurisdiction - at no cost to you, and without prejudice.

'Without prejudice' means you do not lose any of your legal rights. You can withdraw from the process at any time and you are still able to pursue your complaint in a different jurisdiction if you do accept the decision. FOS operates to high standards set by the Australian Securities & Investments Commission (ASIC).

FOS can also provide general information on how to make a complaint to your credit union, or supply you with a copy of The Customer Owned Banking Code of Practice and the Electronic Funds Transfer Code of Conduct.

How to contact FOS:

If you wish to register a complaint or receive more information about FOS or The Customer Owned Banking Code of Practice please call 1300 780 808. Alternatively you can email info@fos.org.au or post your enquiry to:

The Dispute Manager
FOS
GPO Box 3
Melbourne VIC 3001

To find out more about FOS visit www.fos.org.au

Questions?

If you have any questions, please contact us. Enquire Now