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Dispute Resolution

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Dealing with your Complaints

Internal Dispute Resolution

Macquarie Credit Union offers members an internal dispute resolution procedure that is readily accessible and free of charge.

The simplest way of solving a problem is to talk to someone about it. If you are unhappy about something to do with a product or service, we’d like to hear about it. Our staff are trained to deal efficiently and courteously with all types of problems. So don’t hesitate to speak to our staff if something is troubling you. We’d like to know about anything which affects the relationship you have with us.

Who do you complain to?

The first place you should take any complaint is to a member of our staff. You can also make a complaint via a General Enquiry form. If at all possible, the problem will be resolved immediately. However, if our staff member is unable to assist, please speak to a supervisor or manager. The supervisor or manager will try to resolve the matter by the next business day. You may also make a complaint by calling us on 1300 885 480.

How long will it take?

Frequently, complaints are simple cases of confusion or misunderstanding, which can be sorted out to everyone’s satisfaction very quickly.

However, not all complaints can be dealt with quickly. Our supervisor or manager will advise you if he or she is unable to resolve your complaint by the next business day.

Our aim is to have your complaint resolved within 14 days, although in more complex cases (eg a complaint about a card transaction overseas) we may need up to 45 days. (Please refer to time frames for epayment transactions in the Credit Union Account and Access facility Conditions of Use). If this happens, we will write to you advising of this. We will ring or write to you notifying you of the outcome. If this is not in your favour, we will write to you telling you:

  • the reasons for the decision
  • the evidence we relied on to reach our decision
  • the consequences of the decision for you
  • further action you can take

What further options are there?

We are a member of the Financial Ombudsman Service (FOS). It provides an external and impartial procedure for resolving disputes between Credit Unions and their members. FOS is free of charge to members.

If you are not satisfied with the final outcome of your complaint, you may tell us to pursue the matter further with FOS. With your written consent, we will then refer the matter, and copies of all documents and correspondence regarding the complaint, to FOS. If we fail to do this, or if we fail to resolve your complaint within 45 days, you may refer the matter to FOS yourself. You can contact FOS on 1300 780 808 or at www.fos.org.au

Other information

You are not obliged to pursue a dispute with us using our internal dispute resolution procedure. If you do, you may commence legal proceedings against us before, during, or after this process.

Our participation in the internal dispute resolution procedure is not a waiver of any rights we have under the law, or under any contract between the Credit Union and yourself. An example of such a contract may be a loan contract, a mortgage, a guarantee, or the terms and conditions of a visa card.

This website information itself is not a contract between the credit union and yourself, and it is not enforceable against us.