Steps included in the process of our Complaints and Dispute Resolution Service

Step 1 How to make a complaint

In most circumstances your complaint can be settled to your satisfaction by simply making us aware of it. You can raise your complaint with our staff personally over the counter or by telephone or in writing by letter, facsimile, memo or e-mail. If a staff member is unable by reason of authority or experience to handle the matter it will be referred to a more senior or experienced person. In the great majority of cases your complaint will be dealt with promptly and to your satisfaction and you will not need additional assistance.

Step 2 Recording your complaint

All complaints and disputes will be recorded in our Complaints and Dispute Register. Where a complaint cannot be resolved to your satisfaction immediately, it may be necessary for you to answer some questions and complete a Complaint Form in order that Police Credit’s management may properly investigate the complaint. A staff member, when required, will assist you with registering your complaint/dispute including assisting you to complete a Complaint Form. When receiving a verbal complaint the staff member will complete the details of the complaint in the Register on your behalf. The staff member will then read the Register of complaint to you and obtain your consent to its accuracy before taking any further action.

Step 3 Dispute notification

If a staff member cannot immediately resolve the complaint/dispute to your satisfaction we will acknowledge receipt of the complaint to you in writing within 5 working days. We will also advise you in writing of the procedures we will follow in investigating and handling your complaint/dispute.

Step 4 Dispute investigation

Your dispute will then be fully investigated by the Complaints Officer and a decision made on the matter.

You can contact the

Complaints Officer of Police Credit
121 Cardigan Street, Carlton Vic 3053
Phone 13 63 73 Fax 03 9349 1631
Email carlton@policecredit.com.au

Step 5 How you will be informed of the outcome

In the majority of cases you will be advised of the outcome in writing within 21 working days. Should there be exceptional circumstances causing a delay we will advise you of the circumstances causing the delay and when we expect the matter to be resolved. It is our expectation that even in the most complex matters, a dispute should be resolved in a maximum of 45 working days.

Step 6 External Dispute Resolution

If, however, in spite of our best efforts you are not satisfied, you have access (free of charge) and will be referred to a relevant External Dispute Resolution scheme.

To contact the Ombudsman

Phone 1300 139 220
Write to Financial Co-operative Dispute Resolution Scheme
At PO Box 372 Clayfield Qld 4011
Fax 1300 139 221
Email ombudsman@fcdrs.org.au

To contact FICS

Phone 1300 780 808
Write to FICS
At PO Box 579 Collins Street West, Melbourne Vic 8007
Email visit FICS website at www.fics.asn.au

To contact SCT

Phone 1300 884 114
Write to SCT
At Locked Bag 3060 GPO Melbourne Vic 3001
Email by visiting the SCT website at www.sct.gov.au

To contact the Privacy Commissioner

Phone 1300 363 992
Write to Director of Complaints, Office of Federal Privacy Commissioner, GPO Box 5218 Sydney NSW 1042
Email privacy@privacy.gov.au

Details of how you may access these services will also be provided when you are advised of the outcome of our investigations or if we are unable to resolve your complaint within our specified time limits

Step 7 Credit Union response

Police Credit’s Internal Dispute Register will be updated showing the result and wherever appropriate, our policies, systems and procedures will be adjusted and staff counselled or provided with additional training.