Member Service Charter
At Police Credit, we continue to strive to improve our service delivery to our most valuable assets – our members. As a result, we have developed a new Member Service Charter. The Charter outlines our mission, our service commitment and the service standards that you can expect when dealing with us. It also offers suggestions on how you can help us to improve our service. This Charter has been formulated in response to member feedback.
‘As a member driven organisation, our mission is to assist members in maximising their financial wellbeing and security’.
Police Credit will …
 Provide an honest, friendly, courteous service and treat you as a valued member
Provide our employees with the necessary product knowledge and training to ensure that you receive quality member service
Conduct surveys on a regular basis to give you an opportunity to assess our performance; the results will be provided to you via PC News
Ensure that any concerns or complaints about the standard of service you receive from us are dealt with promptly and where possible to your satisfaction
Respect your privacy and personal information at all times
Maintain a level of technology that will assist us to a continually improve the standard of service we provide to you
Our staff take pride in always providing a friendly personalised service to you by …
Being available to assist with member enquiries Monday to Friday 9am to 5pm
Providing easy to understand brochures, literature and communications to assist you with your day to day financial requirements
Acknowledging emails and faxes within two business hours
Returning telephone messages within two business hours
Answering your call within 180 seconds of you pressing ‘3’ to speak to one of our Member Response consultants
Acknowledging receipt of all written communication within three working days
For more complex issues that require further investigation, provide regular progress reports to ensure that you are kept informed
Communicating regularly with members by providing up to date information on new products or services, and advising any changes made to Police Credit’s policy or procedures which could affect you.
Resolving all enquiries within a mutually agreed timeframe
Police Credit values you as a member. We aim to always provide you with assistance to achieve your financial goals by …
Offering a wide range of appropriate products, services and benefits to members
Opening new memberships and account applications within 24 hours of receipt of relevant paperwork
Issuing membership packs within three business days
Assessing your loan/overdraft application and on receipt of all relevant material providing you with a decision within 24 hours or the next business day
Funding your loan/overdraft within the mutually agreed timeframe, subject to achieving all loan/overdraft approval conditions
Providing you with 24 hour, 7 day banking services through a combination of Rapid Response telephone banking, pc.easynet online banking, personal cheque books, Visa, EFTPOS and ATMs
Processing application for the above services in a timely manner, so that you receive:
Rapid Response access within one hour of receipt of application
Online banking access with one hour of receipt of application
Your Visa Card within five to seven business days of card order
Your personal cheque book within five to seven business days of book order
Actioning requests for deposit books, direct credit/debits, regular payments within 24 hours of us receiving your request
Providing you with access to financial planning advice
Obtaining free, non-binding quotes for insurance for you from companies such as CGU and Allianz.
Facilitating monthly insurance payments to the above companies at no extra cost
Help Us Serve You
You can help us to improve our service delivery standards by …
Providing us with correct information and fully completed documentation
Having your information ready when dealing with us
Being open and honest with your dealings with us
Responding quickly to our requests for information
Treating our staff with courtesy and respect
Contacting us if you believe we have made a mistake
Advising us when your personal details change
Providing us with feedback on our products and services
Privacy And Security
Police Credit …
Is committed to the protection of your personal information, and fully supports and complies with the Privacy Act 1998 and the ten National Privacy Principals contained in the Act.
Has available upon request a document dealing Police Credit’s policy on the management of personal information which can be found on this website or by calling Member Response on 13 63 73.
Complaints
Police Credit will …
Investigate and endeavour to resolve any complaint promptly, thoroughly and fairly through our own internal dispute resolution procedure. This procedure covers complaints that relate to our products and services, and is outlined in our Complaints and Dispute Resolution Guide which is available on this website or by calling Member Response on 13 63 73.
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