About BCU

Dispute Resolution

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, who is the Executive Assistant of the Chief Executive 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 Financial Co-operative Dispute Resolution Scheme.

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

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

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

  • BCU Chief Executive Officer
  • BCU General Manager, Finance & Administration
  • BCU General Manager Operations

External Dispute Resolution Scheme

The Financial Co-operative Dispute Resolution Scheme (FCDRS) has been established to assist participating credit unions and their Members resolve complaints in a fair, timely and cost-effective manner.

The FCDRS 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 the FCDRS.

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 independent FCDRS Advisory Council consisting of two consumer representatives, two financial service provider representatives, and an independent Chair.

How can the FCDRS 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. FCDRS 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 FCDRS 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 Terms of Reference) 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 FCDRS 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 FCDRS, 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 Terms of Reference?

The Ombudsman will be able to help you if your complaint concerns a product or service provided by BCU, a member of FCDRS. Some examples of possible complaint areas 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 $100,000.
  • 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 FCDRS

If you have a complaint or would like to receive further information about the Office of the Ombudsman or FCDRS you can contact them as follows:

Telephone: 1300 780 808 (local call rates within Australia apply)
Facsimile: 1300 139 221 (local call rates also apply within Australia)

Mail: The Ombudsman
FCDRS
PO Box 372,
CLAYFIELD QLD 4011

Website: www.fcdrs.org.au
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