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Important changes ahead

Dispute Resolution Process

The simplest way of solving a problem is to talk to someone about it. If you are unhappy about something to do with a product or service, we’d like to hear from you.

Our people are trained to deal with all types of problems courteously and efficiently - so don’t hesitate to speak to our people if something is troubling you. We’d like to know about anything that affects the relationship you have with us.

Let's talk about it

Frequently, complaints are cases of misunderstanding or confusion that can be promptly sorted out to everybody’s satisfaction after discussion and clarification.

The first place you should take any complaint is to a member of staff by contacting us. If possible the problem will be resolved immediately. However, if the staff member is unable to assist you, the complaint will immediately be referred to our Complaints Resolution Officer.

Disputes relating to Electronic Payment Systems

The term 'Electronic Payment Systems' refers to ATM, EFTPOS, internet banking, telephone banking and BPAY transactions.

The EFT Code of Conduct outlines a specific complaints handling procedure that we must follow when dealing with these types of complaints. If you are concerned about a transaction made using one of the above methods, please contact us.

Disputes relating to Visa purchases

If you are concerned about a purchase made with your Visa Debit card, or a Visa transaction listed on your member account statement, a request to investigate will only be accepted if it is submitted in writing to Queenslanders.

Please contact us to complete the relevant paperwork. Visa regulations stipulate that all such requests must be received in writing, without exception. 

Taking things further / escalating a complaint

In the event that we are unable to resolve your complaint immediately, we will provide you with information regarding our complaint process and advise you the course of action that will be taken to promptly address your concerns.

You can contact our Complaints Resolution Officer on 1800 753 377 or by writing to:

Complaints Resolution Officer
Queenslanders Credit Union
Reply Paid 2219
Brisbane Qld 4001

Further options

If you are not satisfied with the final outcome of the dispute you may pursue the matter further by contacting the Credit and Investments Ombudsman. This is an external and impartial procedure for resolving disputes between mutuals and their members. The arbitration scheme is free of charge to members.

If your complaint is about account switching you may contact the Australian Securities and Investments Commission.

Things you should know about our internal dispute resolution process:

Please note that this notification does not form part of the Customer Owned Bank's Code of Practice.