Friday, August 29, 2008

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:

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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