The first place you should take any complaint or feedback is to our Service Centres or to our Administration Centre staff on 1300 784 388 or E-mail  memberlink@sutherlandcu.com.au.

If you are not happy with their advice, insist on seeing/speaking to their supervisor. Frequently, complaints are simple cases of confusion or misunderstanding that can be sorted out very quickly. In these cases our staff will normally clear up the matter within 24 hours.

If you are still not satisfied with the result, the matter has escalated to a Dispute and the following procedures apply:

Dispute Resolution Procedure

If you have been unable to resolve a complaint, you should follow the following steps.

Internal Resolution:
In the first instance, please contact:

Disputes Resolutions Officer,
Sutherland Credit Union Ltd
PO Box 535 Sutherland NSW 1499
Ph: 1300 784 388  Fax: (02) 9521 4754
E-mail memberlink@sutherlandcu.com.au

You should expect a written response within seven (7) working days of your complaint. If you are unsatisfied with this response you can then take the matter to:

Chief Executive Officer
Sutherland Credit Union Ltd
PO Box 535 Sutherland NSW 1499
Ph: 1300 784 388  Fax: (02) 9521 4754
E-mail memberlink@sutherlandcu.com.au

You should expect a written response within seven (7) working days of your complaint. If you are unsatisfied with this response you can then take the matter to the Board

Board Dispute Resolution

You may refer the matter to the Board of Directors if you have been unable to resolve it through Internal Dispute Resolution process. You must make a written account of your concerns and enclose copies of any supporting documents or evidence.

The Board will consider the dispute at the next Board meeting and a written response will be provided to you within seven (7) working days of that meeting.

Please address your letter to:

Chairman of the Board of Directors
Sutherland Credit Union Ltd
PO Box 535 Sutherland NSW 1499
Ph: 1300 784 388  Fax: (02) 9521 4754

If you ask us in writing to resolve the dispute we will write to you with our outcome. We will also tell you of:

• the reason for the outcome and
• further action you can take e.g. through an independent arbitrator.

Independent, External Dispute Resolution

If you remain unsatisfied with the responses you have received from our Internal Dispute Resolution or Board Dispute Resolution processes you may refer the matter to the Credit Union Dispute Reference Centre (CUDRC). CUDRC is an independent, non-profit organisation funded by participating credit unions as part of their service to you. It is managed by the Australian Commercial Disputes Centre and governed by a council comprising two consumer representatives, two credit union representatives and an independent chair.

CUDRC has no vested interest in the outcome of your dispute. The aim of CUDRC's dispute resolution scheme is to ensure that complaints about credit unions are dealt with fairly, promptly and effectively and, ultimately to optimise the quality of service you receive from your credit union.

To contact CUDRC:

Credit Union Dispute Centre Pty Ltd
GPO Box 3A
Melbourne VIC 3001
Phone: 1300 78 0808 Fax: (03) 9620 4446

ATM or EFTPOS transaction

If your problem involves an ATM or EFTPOS transaction, resolution will be governed by the Electronic Funds Transfer Code of Conduct. A summary of the procedures of this code are set out below. The full procedures are available upon request.

For ATM and EFTPOS transactions you should promptly notify the Credit Union by phone and confirm in writing to the branch or location shown on the account statement. We will try and resolve the matter immediately to your satisfaction. However, if we are unable to do this we will acknowledge receipt of your claim and investigate the matter further, after obtaining from you any additional information that is necessary.

Within 21 days the Credit Union will advise you in writing of:

• the outcome of our investigation - including the reason for our decision and the specific part of the contact that was applied or
• the need for more time to complete our investigation

The Credit Union will endeavour to complete its investigation within 45 days of receiving your complaint, unless there are exceptional circumstances of which we will advise you. On completing our investigation, we will promptly advise you in writing of the outcome and the reasons for this outcome.

EFT Arbitration

If, despite our resolution procedures, we still cannot solve your problem and you want the matter investigated by someone other than the Credit union, Sutherland Credit Union is a participant in the EFT Code of Practice.

This scheme is funded by participation Credit Unions but operates independently of them and offers help free of charge to individual members who have exhausted the complaints procedures of the Credit Union in cases that involve claims up to $100,000 and otherwise come within their jurisdiction.

The Credit Union is bound by whatever the EFT Arbitrator decides. You however, are not bound and can ultimately take the matter to court if you wish.

To contact The CUDC write to:

Credit Union Dispute Centre Pty Ltd
GPO Box 3A
Melbourne VIC 3001
Phone: 1300 78 0808 Fax: (03) 9620 4446