Lost/Stolen Redicard/Visa Hotline

• Australia wide toll free: 1800 224 004
• From overseas: +61 2 9959 7480

Send us a Compliment

Happy with the service? Please give us your feedback - as we like to pass on Member Compliments to our staff.

Use our online general enquiry form to provide us with your feedback on the service received. We welcome your comments.

Suggestions for Improvement

We want to get it right... you can help us with your feedback. The ability to have 'your say' is an important part of the Credit Union difference. We welcome your comments and suggestions.

Use our online general enquiry form to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service

Make a Complaint

Our aim is to provide a quality service and to meet your needs. Where you feel there is room for improvement or you have a concern or an issue that needs to be addressed - please let us know. We welcome the opportunity to resolve your concerns.

1. Making a Complaint

The Credit Union has developed an internal process so that any concerns you may have about your Credit Union are addressed promptly and also come to the attention of management.

In most instances your concerns or complaints can be settled to your satisfaction by simply making us aware of them. Details of how to contact us are below. If the staff member is unable to handle the matter thay will refer your problem to the appropriate person. The majority of cases are resolved to member's satisfaction at this stage.

2. How To Use Our Dispute Resolution Procedure

If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further. If so, you will need to complete a Member Complaint form; we will provide this when you ask.

3. Dispute Notification

We will enter the dispute in our internal register and acknowledge receipt of your complaint to you within two (2) working days.

4. Dispute Investigation

Your complaint will then be fully investigated and a decision made on the matter.

5. How You Will be Informed of the Outcome

In the majority of cases you will be advised of the outcome in writing within ten (10) working days. Should there be exceptional circumstances causing a delay we will advise you.

6. Financial Ombudsman Service

If however, in spite of our best efforts, you are still not satisfied, you have access to the Financial Ombudsman Service (FOS). The FOS is an independent organisation offering free and accessible dispute resolution services to financial services consumers across Australia.
The Mutuals division resolves disputes relating to participating credit unions and other financial service providers. The Financial Ombudsman Service is an alternative to other forums such as courts and tribunals. You may withdraw your dispute at any time. The FOS can be contacted at http://www.fos.org.au

Please use our online general enquiry form to provide us with details of your complaint. Alternatively, please contact us using one of the other options listed at the top of this page.

We welcome the opportunity to discuss your concerns with you.