This article explains how we go about fixing things if you are ever not happy with us. Officially, this is our 'internal dispute resolution' process.
We'd like to be the first to know if you are not happy with something to do with our products or services.If ever you are not happy, you should tell us. By telling us, you give us the best possible opportunity of fixing things. We like our members to be happy but we can't help if we don't know something has upset you!
Talk to any of our staff if you are not happy. Drop into our office at 408 Brunswick Street Filzroy or call us on 03 8417 1777 or 1300 366 350. All of our staff are trained to assist you through this problem solving process.We wlll always try to resolve your problem immediately. However, if our staff member is unable to assist, they will refer you to their supervisor or manager. The supervisor or manager will try to resolve the matter for you by the next business day.You may prefer to write to us, or we may ask you to outlining your concerns to us in writing. You can send your concern by mail to the address below. We will need your contact details in order to be able to respond.
Complaints OfficerFirefighters Credit Union408 Brunswick StreetFITZROY 3065
How long it takes us to fix the problem will depend on what the problem is. Often it will be a simple misunderstanding and we can sort it out immediately so that everyone is satisfied.Not all issues can be resolved quickly. Most importantly though, we will make sure that you know how long it is going to take and we will keep you up to date with our progress so that you are aware of any delays that may arise. Our aim is to solve any problem within 14 days, although in more complex cases (e.g. a complaint about an overseas card transaction) we may need up to 45 days. If this happens we will write to you to let you know.
We will ring you or write to you notifying you of the outcome.Remember, we will always aim to reach a fair solution with our members, however, if the result is not in your favour we will write to you and let you know:
We are a member of the Financial Ombudsman Service (FOS). FOS 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 the FOS.
With your written consent, we will then refer the matter and all copies of documents and correspondence concerning the complaint, to FOS.
If we faiI to do this, or if we fail 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.
While this article describes the manner in which we will try to resolve any problem you may have with us, there are some legal points that you need to know as well. You should be aware of the following:
Please follow the below links for
Account and Access Facility Conditions of Use
Fees and Charges Table
Reviews of existing mortgages are free to members. To book please contact us on 03 8417 1777 or firstname.lastname@example.org
BSB: 803 – 209
ASFL & ACL: 240898
ABN: 68 087 651 429