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Compliments and complaints

Compliments

We're committed to providing superior, genuine, personalised service. If you've had a good experience at Queenslanders, whether it was in our branches, over the phone, online or somewhere completely different, we'd love to hear about it! Send us an email through to info@queenslanders.com.au, call us on 1800 753 377 or contact your nearest branch and we'll pass on your compliments to those involved.

Feedback

If you have any feedback that can help us improve our service, we'd also love to hear it. You can email it through to info@queenslanders.com.au, call us on 1800 753 377 or get in touch with your nearest branch.

Complaints

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

Complaint procedures

Internal complaints resolution

Queenslanders Credit Union Limited (Queenslanders) has an internal complaints resolution scheme which has been established to resolve any complaints about our products and services. Any complaint you may have concerning Queenslanders should be directed to us in first instance. 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 will contact you to advise the procedures that will be followed in responding to your complaint.

Queenslanders 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 disputes resolutions

If you are not satisfied with our final response you may lodge a complaint, free of charge,  with the  Australian Financial Complaints Authority (AFCA). AFCA is an external dispute resolution scheme and can be contacted:

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