Written by DanW
|Contacting us is easy|
|Contact us||use our Online Enquiry Form|
MMPCU 1300 36 2000
(8.30 am - 5.00 pm AEST, Monday - Friday)
Reliance 13 24 40
(8.00 am - 5.00 pm AEST, Monday - Friday)
MMPCU (02) 9264 2018
Reliance 1800 022 055
Gosford (02) 4323 7074
|Visit us||Head office Level 7, 217 Clarence Street, Sydney NSW 2000|
|Visit one of our branches|
|Find one of our free ATMs|
|Write to us||PO Box K237, Haymarket NSW 1240|
|International||+61 2 9891 0800|
MMPCU 1300 362 000
Reliance 1300 362 676
Gosford (02) 4343 5000
|Lost/Stolen Redicard/VISA Hotline|
|Australia-wide toll-free||1800 648 027|
|International Visa hotline||+61 2 8299 9101|
|All Hardship enquires to the Member Credit Management Department|
|Phone||1300 36 2000|
Send us a Compliment
Happy with the service? Please give us your feedback - as we like to pass on Member Compliments to our staff.
Use our online general enquiry form to provide us with your feedback on the service received. We welcome your comments.
Suggestions for Improvement
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.
Use our online general enquiry form to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service
Make a Complaint
Our aim is to provide a quality service and to meet your needs. Where you feel there is room for improvement or you have a concern or an issue that needs to be addressed - please let us know. We welcome the opportunity to resolve your concerns.
1. Making 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 thay will refer your problem to the appropriate person. The majority of cases are resolved to member's satisfaction at this stage.
2. How To Use Our Dispute Resolution Procedure
If after following all avenues in step 1, 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.
3. Dispute Notification
We will enter the dispute in our internal register and acknowledge receipt of your complaint to you within two (2) working days.
4. Dispute Investigation
Your complaint will then be fully investigated and a decision made on the matter.
5. How You Will be Informed of the Outcome
In the majority of cases you will be advised of the outcome in writing within twenty one (21) working days. Should there be exceptional circumstances causing a delay we will advise you.
6. Financial Ombudsman Service
If however, in spite of our best efforts, you are still not satisfied, you have access to the Financial Ombudsman Service (FOS). The FOS is a free and independent dispute resolution service for certain credit unions and their affiliates operating in Australia. The FOS is able to investigate disputes and make decisions that are binding on the credit union. The FOS can be contacted at http://www.fos.org.au
To find out more about dispute resolution please download the following dispute resolution guide.
We welcome the opportunity to discuss your concerns with you.
Note: this form is provided in .pdf format and require version, 4.0 (or later) of Adobe Acrobat Reader. You can download Acrobat Reader by clicking on the "Get Acrobat Reader" button below.