Complaints & Dispute resolution
The Police Credit Union strives for quality however there
may be times when we
don’t satisfy you. When this happens we would like
the chance to put things right.
We believe that by listening to your complaint we may be
able to identify a way
to improve our service. Our complaints service procedure
is free, it does not affect your legal rights.
So if you have a complaint here’s
what to do…..
Contact your nearest Branch or
Telephone our PCU Assistance
Centre on 131 PCU (131 728) or
Email us at info@pcu.com.au
Complete the Member Complaint/Dispute Resolution Form
below and
mail it (no postage stamp required) together with any
supporting documents
to:
Investigating Officer:
Police Credit Union
REPLY PAID 63593
Level 27/1 Market Street
Sydney NSW 2000
What are the stages when you
lodge a complaint?
1. Your complaint will be logged into our Complaints Management
System.
2. If you lodge the complaint by telephone, the person
you are speaking with will try to resolve it, or transfer
you to the relevant section.
3. If you lodge the complaint by any other means it will
be directed to the relevant section.
4. If the complaint cannot be resolved by the relevant
section, it can be referred to an appropriate Manager
or you may request that the matter be referred to an Executive
Manager.
5. The Manager/Executive Manager will try to resolve
the problem immediately however, sometimes it will be
necessary to make investigations and you may need to provide
us with supporting documentation.
6. If we are not able to settle a complaint immediately
we will write to you within two working days of receipt
of your complaint, advising you of our procedures for
handling complaints/disputes.
7. You will receive a written response within a maximum
timeframe of 21 days.
8. If you are not happy with the response provided, your
complaint can be referred to the Police Credit Union Internal
Dispute Resolution Committee for further review.
9. We expect our internal processes will satisfy your
complaint. However if required, contact can be made with
the Credit Union Dispute Resolution Centre (external dispute
resolution scheme) for an external review of the decision
made:
Credit Union Dispute Resolution
Centre
GPO Box 3A
Melbourne, Victoria 3001
Phone: 1300 780 808
Click here to download a copy of the Complaints/Dispute
Resolution Form
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