Internal Dispute Resolution Scheme

We value, encourage and learn from your feedback. At BCU we have an Internal Dispute Resolution Scheme for handling complaints:

You may lodge a complaint either verbally at one of our branches, by phone, mail or email (contact details follow).

• The first and most important step in lodging a complaint is to talk to us. We will do our very best to resolve your complaint quickly and efficiently.
• If this is not possible, you should put your complaint in writing so that we can understand the nature of the complaint and how you would like it to be resolved. Written complaints will be responded to immediately by phone and, if this is not possible, a letter of acknowledgement will be sent to you.
• Our staff are trained to deal with Members lodging a complaint in a courteous and helpful manner. They will assist you in lodging a complaint and, if necessary, with completing a Dispute Form.
• If your complaint cannot be resolved immediately at the branch, it must be referred to our Disputes Resolution Officer.
• Once all relevant information is received, we will commence a thorough investigation of your complaint within 24 hours and will keep you fully informed throughout the process.
• We will respond to you in writing within 21 days of your initial complaint. If your complaint is not resolved within 45 days, we will notify you that you are entitled to pursue the complaint with the external disputes resolution scheme. We are a member of the Credit Ombudsman Service Limited.

Fairness, timely response, staff training and regular review of the effectiveness of our procedures are all important aspects of our scheme.

We respect your privacy by fully complying with our obligations under the Privacy Act 1988.

Contact details:

Disputes Resolution Officer:
Telephone: 02 6560 7407
Facsimile: 02 6568 3011
Email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Mail: Disputes Resolution Officer
BCU
PO Box 198,
Macksville NSW 2447

The Disputes Resolution Officer reports to our Disputes Resolution Committee, which is made up of:

• BCU Chief Executive
• BCU Executive Manager – Group Governance
• BCU Executive Manager – Group Risk
• BCU Chief Financial Officer

External Dispute Resolution Scheme

The Credit Ombudsman Service Limited (COSL) has been established to assist participating credit unions and their Members resolve complaints in a fair, timely and cost-effective manner.

COSL is funded by participating credit unions as part of their ongoing commitment to customer service. It should be noted that small businesses may also be considered “consumers” under COSL.

Consumer access to the Scheme will be via the Office of the Ombudsman. Staff at the office will respond to consumer complaints and enquiries involving transactions with the Credit Union, and will facilitate the resolution of disputes.

The Ombudsman is accountable to the COSL Board of Directors, an equal number of Consumer and Industry Representatives and an Independent Chair.

How can COSL help?

The office of the Ombudsman can help you with:

• Independent and impartial consideration of your complaint at no cost and without prejudice.*
• General information about how to make a complaint in the first instance to BCU.
• General information about the relevant Codes of Practice and the Electronic Funds Transfer (EFT) Code of Conduct.

* Note: without prejudice means:

• You do not lose any of your legal rights.
• You can withdraw from the process at any time.
• You are able to pursue your complaint in a different manner if you do not accept our decision.

Contact the Ombudsman

You must first try to resolve your complaint directly with BCU. COSL cannot accept a complaint if you have not attempted to resolve it directly with us first.

If you are not satisfied with our response, you can file a complaint with the Office of the Ombudsman.

A Dispute Form is available from any BCU branch, from the Office of the Ombudsman or from the COSL website. After you have lodged the form a case officer will contact you within three business days to discuss your complaint and how it may be resolved.

The Ombudsman Office will then investigate your complaint (if it falls within the Rules) and facilitate a negotiated settlement between you and BCU. If a negotiated settlement cannot be reached between you and BCU, the Ombudsman will make a determination.

If the office of COSL cannot assist you with your complaint, it will try to identify another organisation that may be able to assist.

Important Points:

When you contact the Office of the Ombudsman, you can discuss your complaint with someone independent.

• If you make a complaint to the Office of the Ombudsman your only cost is that of a local phone call.
• By bringing your dispute to the office of COSL, you lose none of your legal rights.
• You will not be bound by any decision that the Ombudsman makes if you do not agree with the outcome.
• Your participation in the dispute resolution process is completely voluntary and you are free to withdraw at any time.

Does your complaint fall within the Rules?

The Ombudsman will be able to help you if your complaint concerns a product or service provided by BCU, a member of COSL. Some examples of possible complaints are:

• Withdrawal or deposit errors.
• Unauthorised transactions.
• ATM or EFTPOS malfunctions.
• Incorrect application of fees and charges.
• Delays and other contractual issues.
• Breaches of privacy or confidentiality.
• Breaches of relevant Codes of Practice and the EFT Code of Conduct.

There are a number of ways in which your complaint may fall outside the capacity of the Ombudsman to assist, such as:

• The Ombudsman cannot look into your complaint if it relates to actions that took place more than 6 years ago or if the amount of your claim exceeds $250,000.
• The Ombudsman cannot look into your complaint if it is about a commercial judgment made by BCU. An example of this would be if you were refused a loan because we did not believe you could meet the repayments.

How to Contact Credit Ombudsman Service Limited (COSL)

If you have a complaint or would like to receive further information about the Credit Ombudsman Service Limited, you can contact them as follows:

Telephone: 1800 138 422 or
(02) 9273 8400
Facsimile: (02) 9273 8440

Mail: The Ombudsman
COSL
PO Box A252,
SYDNEY SOUTH NSW 1235

Website: www.creditombudsman.com.au