Do you have a problem, compliment, suggestion, complaint or question?
Holiday Coast Credit Union aims to provide our members with the highest standard of service and support at all times. A part of our responsibility in ensuring we maintain this high standard is to ensure that we are able to handle any member complaint or dispute as efficiently and sympathetically as possible.
How to lodge a complaint?
Should your experience with Holiday Coast Credit Union not live up to your expectations and you wish to lodge a complaint or voice a concern, we encourage you to notify us through the most convenient channel available to you.
Complaints can be raised by any of the following:
Within what time frame should your complaint be resolved?
The Credit Union will attempt to resolve all complaints within 2-3 business days of our receipt of your complaint. If your complaint is unable to be resolved within this time, the Credit Union will let you know but it should be no longer than 21 days from the date you initially raised the issue with us. If we need more time, we will let you know. We must solve the dispute within 45 days.
How we will notify you of the outcome
We will call or write to notify you of the outcome. We aim to be fair and reasonable in considering the issues raised by you. Where the outcome is not in your favour we will let you know the following:
- The reason for the decision
- The evidence we relied on in reaching our decision
- The consequences of the decision for you
- What further action you can take.
Escalating your concerns
Should you not be satisfied with the resolution provided please ask our staff to escalate your concern to our internal dispute resolution team.
If you are not satisfied with our final response, you may lodge a complaint with the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers and can be contacted by the following methods;
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001