What to do if you have a complaint?
Complaints should be directed to Community First Credit Union Limited Direct by calling 1300 13 22 77.
Community First Credit Union Limited is a participant in the Customer Owned Banking Code of Practice (COBCOP) and is happy to offer its members an internal dispute resolution procedure that is readily accessible and free of charge.
You can view and download our Resolving Problems brochure which outlines our internal dispute resolution procedure at Community First here.
What is a dispute?
A dispute arises if you make a complaint to us about a Community First Credit Union Limited product or service and you are not satisfied with the response that you receive.
You should be aware that:
Our Dispute Resolution System has been established with the aim of resolving problems and enhancing the quality of service provided to our Members.
You are not obliged to pursue a dispute with us using our Internal Dispute Resolution procedure. If you do not use the Internal Dispute Resolution procedure, you may commence legal proceedings before, after or at the same time as using the Internal Dispute Resolution Procedure.
Our participation in the Internal Dispute Resolution procedure is not a waiver of any rights we may have under the law, or under any contract between you and Community First Credit Union Limited.
An example of a contract between you and Community First Credit Union Limited may be a loan contract, a mortgage, a guarantee, the terms and conditions of an account or the terms and conditions of a VISA card. This brochure itself is not a contract between you and Community First Credit Union Limited and is not enforceable against Community First Credit Union Limited.
How to request resolution of a dispute
If you are not satisfied with the result of your complaint you should write to Community First Credit Union Limited asking for the matter to be reviewed. The matter will be referred to our Internal Dispute Resolution Officer for consideration and you will be advised of the outcome accordingly.
If the Dispute Resolution Officer is able to resolve the dispute, they will promptly notify you in writing of, and give reasons for, the outcome. The Officer will normally deal with a dispute within one month of receiving a complaint.
Where you are still not satisfied with the result of your dispute, you may seek further consultation through external facilities available from the Australian Financial Complaints Authority. They may be contacted by telephone on 1800 931 678 (free call).