Contact

Write to us

Vic:

522-550 Wellington Road, Mulgrave Vic 3170

Nsw:

1 Woolworths Way, Bella Vista, NSW 2153

PO Box 8000, Baulkham Hills, NSW 2153

Lost cards

Visa

1800 648 027

Outside of Australia, please notify any financial institution displaying the VISA logo, then advise your Credit Union by phone or fax as soon as possible

Redicard

1800 648 027

Fraud Bureau

Regarding a suspicious transaction or to unblock your card

1300 705 750

Send us feedback

We want to get it right… you can help us with your feedback. The ability to have ‘your say’ is an important part of the Credit Union difference. We welcome your comments and suggestions.

Happy with the service? Or you have a concern or an issue that needs to be addressed? Please let us know. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service.

Make a Complaint

The Credit Union has developed an internal process so that any concerns you may have about your Credit Union are addressed promptly and also come to the attention of management.

In most instances your concerns or complaints can be settled to your satisfaction by simply making us aware of them. Details of how to contact us are below. If the staff member is unable to handle the matter, they will refer your problem to the appropriate person. The majority of cases are resolved to member’s satisfaction at this stage.

How To Use Our Dispute Resolution Procedure

If after following all avenues, your complaint has not been satisfactorily resolved you may wish to take the matter further. If so, you will need to complete a Member Complaint form; we will provide this when you ask.

Dispute Notification

We will enter the dispute in our internal register and acknowledge receipt of your complaint to you within two (2) working days.

Dispute Investigation

Your complaint will then be fully investigated and a decision made on the matter.

How You Will be Informed of the Outcome

In the majority of cases you will be advised of the outcome in writing within ten (10) working days. Should there be exceptional circumstances causing a delay we will advise you.

Credit Union Dispute Resolution Centre

If however, in spite of our best efforts, you are still not satisfied, you have access to the Credit Union Dispute Resolution Centre (CUDRC). The CUDRC is a free and independent dispute resolution service for certain credit unions and their affiliates operating in Australia. The CUDRC is able to investigate disputes and make decisions that are binding on the Credit Union. The CUDRC can be contacted here.

We welcome the opportunity to discuss your concerns with you.

To find out more about dispute resolution please download the following Dispute Resolution Guide.