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Credit Union Ombudservice

Complaints Resolution

Developing long-term relationships is the foundation of our commitment to delivering high-quality service to our customer-owners, and to the general public. It is important that you are happy with the service we provide; however, we recognize that things can sometimes go wrong. As a result, we have implemented a formal complaint resolution process to deal with these situations.

If you have a concern or a complaint about the service we provide or the products that we offer, we want to hear from you. If you are not satisfied with how the credit union is handling your complaint, you can take your complaint to the third party Ombudsperson.

The Ombudsperson seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the complainant or the credit union when investigating disputes. This service is free of charge to the complainant however, there is no provision for the award of costs for solicitors or other professionals and recommendations are not binding on credit unions.

Complaint Process

Single Location	Multi-Branch	Single Location with Directors	Multi-Branch with Directors
1st level: Supervisor 2nd level: CU Manager 3rd level: Ombudsperson	1st level: Supervisor 2nd level: Branch Manager 3rd level: CU Manager 4th level: Ombudsperson	1st level: Supervisor 2nd level: CU Manager 3rd level: Board of Directors 4th level: Ombudsperson	1st level: Supervisor 2nd level: Branch Manager 3rd level: CU Manager 4th level: Board of Directors 5th level: Ombudsperson

Privacy Complaints
If the complaint refers to a breach of your privacy or use of your personal information, then level 1 is replaced with Privacy Officer and the Privacy Commissioners Office is added as the last level.

Access a printable Complaint Form.

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