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Complaints Handling and Disputes Resolution Policy

Maleny Credit Union is open to feedback and is committed to resolving complaints or disputes.

The Credit Union has a process in place for handling complaints and for dispute resolution in line with the requirements under the Customer Owned Banking Code of Practice “COBCOP” and the Australian Securities and Investments Committee (ASIC) RG 165: Licencing: Internal and external dispute resolution.

The Credit Union provides information to its members regarding the details of its compliant handling process, including the contact information for the EDR through its FSR, PDS, Credit Guide, default notices, branches and website.  This policy is applicable to all types of complaints made by members and members of the public, including breaches of the COBCOP and RG165.

A complaint is defined under AS ISO 10002 -2006 as “An expression of dissatisfaction made to an organisation, related to its products and services, or the compliant handling process itself, where a response or resolution is explicitly or implicitly expected.”

MCU can receive complaints via electronic correspondence, telephone correspondence, written and fax correspondence.

There is no obligation to the member to pursue a dispute with the Credit Union using the Internal Dispute Resolution procedure.  However, per Clause 29.3 of COBCOP, AFCA cannot deal with a dispute unless the member has attempted to resolve the problem with the Credit Union first, and either:

  • The credit union has made a formal proposal to resolve the complaint, and the member has not accepted the proposal, or
  • at least 45 days has lapsed since the complaint was made,

whichever occurs sooner.

An External Dispute Resolution process will be available, through the AFCA scheme, should a member not be satisfied with the outcome of the dispute at this point.  They can be contacted as follows:

 

AFCA Scheme
GPO Box 3
Melbourne VIC 3001
Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au