Victoria Teachers Credit Union - Complaint and Dispute Resolution

					   complaint and dispute
   resolution guide

Concerned? We can help                                                         Complaint and Dispute Resolution Steps
The Directors, Managers and Staff of Victoria Teachers Credit Union
understand that, although we do our best to provide a high level of service,   Step 1 - How to make a complaint
you may at times feel that there are issues that have not been resolved to     In most circumstances your complaint can be settled to your satisfaction by
your satisfaction.                                                             simply making us aware of it.
At this point you may feel dissatisfied but are unsure how to have your        You can raise your complaint with our Staff personally over the counter, by
complaint resolved.                                                            telephone or in writing by letter, facsimile or email.
So that Members have the opportunity to make these complaints known,           If a Staff member is unable to handle the matter it will be referred to a more
your Credit Union has developed a Complaint and Dispute Resolution             senior or experienced person.
Procedure as an additional service which Members can access free of
                                                                               In the majority of cases your complaint will be dealt with promptly and to
charge. This means:
                                                                               your satisfaction and you will not need additional assistance.
n You have a way of having your complaint addressed;
                                                                               Outlined below are the procedures to follow in relation to complaints
n	 Directors and Management will be aware of the issue that is of
 Our                                                                           regarding:
  concern to you; and
                                                                               n	
                                                                                Insurance.
n	
 Procedures and products can be adjusted, where appropriate, to improve
                                                                               n	
                                                                                Financial Planning.
  our service.
                                                                               n	
                                                                                Travel.
What is a complaint?                                                           n	
                                                                                Other Credit Union Products and Services.

A complaint is a verbal or written expression of dissatisfaction by a Member
                                                                                     Insurance
about a Credit Union product or service or with the complaints handling
process itself.                                                                      If you have a complaint regarding an insurance product or service
                                                                                     please contact the Insurance Senior Supervisor or Manager - Member
What is a dispute?                                                                   Contact Centre and Insurance on 1300 654 166.

A dispute arises if you make a complaint to your Credit Union about a                If your complaint cannot be resolved immediately, you may request
product or service, and are not satisfied with the response that you receive         to have your complaint referred to the Complaints Officer who
and wish to pursue the matter further.                                               will register your complaint and advise you of our process to deal with
                                                                                     your complaint.
Things you should know about the Complaint and Dispute
Resolution Procedure                                                                 Financial Planning
n	 are not obliged to pursue a dispute with the Credit Union using our
 You                                                                                 If you have a complaint regarding a Financial Planning product or
  Complaint and Dispute Resolution Procedure.                                        service please contact the Financial Planning Manager on
                                                                                     1300 654 193.
n	you use our Complaint and Dispute Resolution Procedure, you may still
 If
  commence legal proceedings before, after or at the same time.                      If your complaint cannot be resolved immediately, you may request
                                                                                     to have your complaint referred to the Complaints Officer who will
n	 Credit Union’s Complaint and Dispute Resolution Procedure does not
 The
                                                                                     register your complaint and advise you of our process to deal with
  represent a waiver of any rights it may have under the law, or under any
                                                                                     your complaint.
  contract between you and the Credit Union. An example of a contract
  between you and your Credit Union may be the Terms and Conditions of a
                                                                                     Travel
  product.
n	 Guide is not a contract between you and the Credit Union, and it is
 This                                                                                If you have a complaint regarding a Travel product or service please
  not enforceable against the Credit Union.                                          contact the Executive Manager Sales and Service on 03 9285 4157.
                                                                                     If your complaint cannot be resolved immediately, you may request
                                                                                     to have your complaint referred to the Complaints Officer who will
                                                                                     register your complaint and advise you of our process to deal with
                                                                                     your complaint.

                                                                                     Credit Union Products and Services
                                                                                     If your complaint relates to any other product or service provided
                                                                                     by the Credit Union please contact one of our Member Service
                                                                                     Consultants on 1300 654 822.
                                                                                     If your complaint cannot be resolved immediately, you may request
                                                                                     to have your complaint referred to the Complaints Officer who will
                                                                                     register your complaint and advise you of our process to deal with
                                                                                     your complaint.
Step 2 - Recording your complaint or dispute                                        Details of the relevant schemes are as follows:

Where a complaint cannot be resolved to your satisfaction immediately, we                 Insurance
may need to collect some information in order that the Credit Union may
properly investigate the complaint.                                                       If your complaint relates to the operation of the product or an
                                                                                          insurance claim, we will refer you to the appropriate insurance
A Credit Union Officer, when required by you, will assist you with registering
                                                                                          company. Each insurance company has their own dispute resolution
your complaint or dispute.
                                                                                          process to deal with these types of complaints.
All complaints and disputes received in writing, by letter, facsimile or email
                                                                                          In the event that you are not satisfied with the resolution of your
from Members, will be collated into our Complaint and Dispute Register.
                                                                                          complaint by the insurance company’s internal dispute resolution
                                                                                          process, you are entitled to have your dispute considered, free of
Step 3 - Complaint and dispute notification
                                                                                          charge, by the relevant external dispute resolution scheme, as
If a Credit Union Officer cannot immediately resolve the complaint or                     follows:
dispute to your satisfaction we will acknowledge receipt of the complaint
or dispute to you in writing within 3 working days. We will also advise you                    General Insurance
in writing of the process we will follow in investigating and handling your                    Financial Ombudsman Service
complaint or dispute.                                                                          Phone 1300 780 808

Step 4 - Complaint and dispute investigation                                                   Life Insurance
Complaints will be fully investigated by an appropriately trained Credit                       Financial Ombudsman Service
Union Officer and a decision made on the matter. Complaints which are not                      Phone 1300 780 808
resolved to the satisfaction of the Member become disputes.
Disputes will be fully investigated by the Complaints Officer and a decision              Financial Planning
made on the matter.
                                                                                          If your complaint relates to Financial Planning products and services,
You can contact the Complaints Officer as follows:                                        we will refer you to the Financial Ombudsman Service on
In writing:                                                                               1300 780 808.
The Complaints Officer
Victoria Teachers Credit Union                                                            Travel
PO Box 338
                                                                                          If your complaint relates to a travel service, an airline or any other
Camberwell VIC 3124
                                                                                          third party and we are not able to resolve the complaint, you have the
By telephone: 03 9285 4157                                                                right to refer your complaint to the Australian Federation of Travel
By fax: 03 9813 1836                                                                      Agents (AFTA). AFTA offers a mediation scheme and can be contacted
                                                                                          on 02 9264 3299.
By email: rboissezon@victeach.com.au
                                                                                          If your complaint relates to the operation of a travel insurance product
Step 5 - How you will be informed of the outcome                                          or travel insurance claim, we will refer you to the appropriate
                                                                                          insurance company. Each insurance company has their own dispute
In the majority of cases you will be advised of the outcome in writing within             resolution process to deal with these types of complaints.
21 days.
                                                                                          In the event that you are not satisfied with the resolution of your
Should there be exceptional circumstances causing a delay, we will advise                 complaint by the insurance company’s internal dispute resolution
you of the circumstances causing the delay and when we expect the matter                  process, you are entitled to have your dispute considered, free of
to be resolved.                                                                           charge, by the Financial Ombudsman Service on 1300 780 808.
It is our expectation that even in the most complex matters, a complaint or
dispute should be resolved in a maximum of 45 days.                                       Other Credit Union products and services
                                                                                          If your complaint relates to other Credit Union products and services,
Step 6 - External Dispute Resolution Schemes                                              we will refer you to the Financial Ombudsman Service on
In the event that you are not satisfied with our resolution of your complaint             1300 780 808.
or dispute, you are entitled to have your dispute considered, free of charge,             If your dispute involves privacy issues and has not been resolved to
by the relevant External Dispute Resolution Scheme.                                       your satisfaction you will be referred to the Privacy Commissioner.
Details of how you may access these schemes will also be provided when
you are advised of the outcome of our investigations, or if we are unable to              Step 7 - Credit Union’s response
resolve your complaint or dispute within our specified time limits.                       The Credit Union’s Complaint and Dispute Register will be updated
                                                                                          showing the result of our investigations, decisions and/or
                                                                                          determination from the external dispute resolution process. Wherever
                                                                                          appropriate, our policies, systems and procedures will be adjusted
                                                                                          and staff counselled or provided with additional training.




                                                                 Victoria Teachers Credit Union Limited
                                                                   ABN 44 087 651 769 AFSL 240 960
                                                        277 Camberwell Road, Camberwell, Victoria 3124
                                                                              Telephone 1300 654 822
                                                                                  www.victeach.com.au
                                                                                         MSID086 08/05/09

				
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