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Dispute Resolution Process

We are committed to providing our Members with superior service. If you are dissatisfied for some reason about service you receive or any products or service you may have with us, we will do our absolute best to ensure we achieve a resolution that you are happy with.

Internal Complaints Resolution

Queenslanders Credit Union Limited has an internal complaints resolution scheme which has been established to resolve any complaints about our products and services or the complaints handling process itself, where a response or resolution is expected. Any complaint you may have concerning Queenslanders or its authorised representatives should be directed to us. If the person you are dealing with cannot resolve the issue, please ask to speak with their manager. If the issue is still not resolved, we encourage you to complete a Notification of Complaint form, available at any Queenslanders branch, although such notification is not required to be provided in writing. Queenslanders is committed to resolving complaints in a timely manner and will endeavour to provide a satisfactory resolution immediately upon receipt of the complaint. Where we are unable to resolve your complaint within 24 hours of receipt, we will contact you to advise the procedures that will be followed in responding to your complaint.

Depending on the nature of your complaint this communication will be either in writing or by telephone and will occur within three days of receiving the initial complaint. We will communicate with you throughout the complaint handling process. This will include a written response provided to you within 21 days of receiving your complaint. The purpose of this correspondence is to advise you of the final outcome, or if a final response cannot be made at this time, the reasons for the delay.

External Dispute Resolution

If you are not satisfied with our final response; or at least 45 days has elapsed since you made your complaint (whichever occurs sooner), you may lodge your complaint with the relevant external disputes resolution scheme.

Please note there are important changes which will take effect on 1 November 2018. Consequently, the details of the scheme, including contact information, depend on when you lodge your complaint with the relevant body. You may lodge your complaint: 

With the Credit and Investments Ombudsman (CIO) if lodged before 1 November 2018:

Online: www.cio.org.au
Email: info@cio.org.au
Phone: 1800 138 422
Mail: Credit and Investments Ombudsman
Reply Paid 252
South Sydney NSW 1234

With Superannuation Complaints Tribunal (SCT) if lodged before 1 November 2018 and the complaint is in respect to the decisions or conduct of Queensland Country in its capacity as provider of our Retirement Savings Account product:

Online: www.sct.gov.au 
Email: info@sct.gov.au
Phone: 1300 884 114
Mail: Superannuation Complaints Tribunal 
Locked Bag 3060, Melbourne VIC 3001

With the Australian Financial Complaints Authority (AFCA) if lodged on or after 1 November 2018:

Online: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678
Mail: Australian Financial Complaints Authority
GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to CIO, SCT or AFCA and so you should act promptly or otherwise consult the CIO, SCT and AFCA websites to find out if or when the time limit relevant to your circumstances expires.

 

Contact us

If you wish to register a complaint please contact us by:

Telephone: 1800 075 078
Fax: 07 4412 3895
Email: info@qccu.com.au
Writing to: 
Complaints Officer
Queensland Country Credit Union Ltd
PO Box 679, Aitkenvale Qld 4814