Summerland Credit Union - Loans, Saving, Investing, Insurance

At Summerland Credit Union, it is our philosophy to ensure we offer you the best service and products.

If you feel at any time that we have failed to meet our obligation to you in some way, or if you are dissatisfied with a product or service, then you should tell us promptly.

As a member-focused organisation, we are keen to address your complaint in a prompt, efficient and timely manner. To assist you in making your complaint Summerland has developed a Complaints and Dispute Resolution Process.

What is a complaint?
A complaint arises if a member provides a verbal or written expression of dissatisfaction about a credit union product or service.

Our complaints process
In most cases your complaint can be settled to your satisfaction by simply making us aware of the issue. To make your complaint known, you can advise us by telling our branch staff, or by notifying us by telephone, in writing or by sending a facsimile or e-mail. If our branch staff are unable to assist you to resolve your complaint they will refer your complaint to a senior staff member or manager.

What is a dispute?
A dispute arises if you are not satisfied with our response to your initial complaint about a credit union product or service.

Our dispute resolution process

To assist members in the resolution of disputes, Summerland offers two types of Dispute Resolution Processes;
• an internal dispute resolution process and
• an external dispute resolution process.
Both processes are free of charge and are designed to assist you.

Internal dispute resolution

If our staff are unable to resolve your complaint to your satisfaction, you may then wish to contact our Dispute Resolution Officer on 1300 802 222 or, alternatively, you may complete our Member Complaint form, available on our website or from any of our branches upon request.

Your complaint will be recorded in our Complaints and Dispute Register and your complaint will be passed on to our Dispute Resolution Officer; a staff member of Summerland Credit Union, who has the authority to resolve your dispute on behalf of the credit union. The Dispute Resolution Officer will ensure that your request is fully investigated.

Our Dispute Resolution Officer will attend to your request immediately once it is received and a letter acknowledging our receipt of your complaint will be sent out to you, usually within two days. We will also advise you in writing of the procedures for investigating and handling your complaint.

As soon as possible, but within 21 days of receiving your complaint, we will write to you advising the result of our investigation or advise if more time is required to complete the investigation.

In all but exceptional cases, we will resolve your complaint within 45 days and advise you of our decision and any action to be taken. Our letter advising you of the outcome of the investigation will also advise that if you are not happy with the outcome, you will be entitled to access the External Dispute Resolution process.

External dispute resolution
Should Summerland be unable to resolve your complaint to your complete satisfaction, you may choose to pursue the matter further with the Financial Ombudsman Service (FOS). This scheme is an external and impartial procedure, which is available to you free of charge. If your dispute involves privacy issues and has not been resolved to your satisfaction you will be referred to the Privacy Commissioner.

To contact FOS or the Privacy Commissioner:
Phone: 1300 780 808
In writing: GPO Box 3, Melbourne VIC 3001
Fax: 03 9613 6399
Web: www.fos.org.au

Further information
You are under no obligation to pursue a dispute with Summerland Credit Union using our internal dispute resolution process before you utilise the external resolution process.

Should you elect to use the internal dispute resolution procedure, you may commence legal proceedings before, during or after utilising our internal processes. Summerland Credit Union’s participation in the internal dispute resolution procedure is not a waiver of any rights we may have under the law, or under any contract between you and your credit union. An example of a contract between you and your credit union may be a loan contract, a mortgage, a guarantee, the terms and conditions of an account or the terms and conditions of a VISA card or rediCARD.

This brochure itself does not constitute a contract between you and your credit union, and it is not enforceable against your credit union.

Privacy
In receiving, investigating and deciding on a complaint and in the recording of information for reporting purposes, Summerland Credit Union will respect your privacy by complying with our obligations under the Privacy Act 1988. A copy of the Privacy Statement is available here.