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…..

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. If your complaint is not resolved on the same day, 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 will 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. By utilising the Credit Union's Internal Dispute Resolution Scheme, you do not waive any rights you may have under the law, or under any contract between you and the Credit Union. An example, a contract may be a loan, mortgage, a guarantee, conditions of use for a savings account, visa card and redicard.

9. If you use the Internal Dispute Resolution Scheme, you may commence legal proceedings before, after or at the same time as using the Internal Dispute Resolution Scheme.

10. 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.

11. We expect our internal processes will satisfy your complaint. However if we have not resolved your dispute in 45 days, or you do not agree with our decision, contact can be made with the Financial Ombudsman Service Limited (external dispute resolution scheme) for an external review of the decision made:

Financial Ombudsman Service

GPO Box 3
Melbourne, Victoria 3001
Phone: 1300 780 808
Fax: (03) 9613 6399
website: www.fos.org.au