Addressing your concerns
The Directors, Managers and staff of Central West Credit Union understand that although we do our best to provide a high level of service, you may at times feel that there are issues that have not been resolved to your satisfaction. We will address your concerns as quickly as possible and within our Internal Dispute Resolution Policy.
For more information, please read our internal dispute resolution procedures, or read more below.
External dispute resolution provider
If you are not satisfied with the response received from us, or you feel that we are taking too long to resolve your concerns, you may refer the matter to our External Dispute Resolution (EDR) provider. Central West Credit Union is a member of the Financial Ombudsman Service (FOS). FOS is an EDR provider approved by the Australian Securities & Investments Commission (ASIC) in accordance with the Financial Services Reforms Act (FSRA).
Contact the Financial Ombudsman Service
Financial Ombudsman Service
GPO Box 3
Melbourne VIC 3001
Telephone: 1800 367 287
Facsimile: 03 9613 63 99
Register a Breach
The Code Compliance Committee (‘the CCC’) was established in July 2009 to ensure credit unions and mutual building societies (‘Mutuals’) that have adopted the Customer Owned Banking Code of Practice (‘the Code’) meet the standards of good practice set out in the Code.
The CCC investigates complaints that the Code has been breached and monitors Mutuals’ compliance with the Code through compliance activities such as mystery shopping, surveys and compliance visits.
If you think that the Credit Union has breached the Code you can visit the CCC website to make a complaint.