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As part of its commitment to the Principles of Mutuality,
the La Trobe University Credit Union seeks to encourage the
involvement of members in the affairs of the Credit Union
and their effective participation in meetings. Our Communication
and Participation Policy aims to give effect to the rights
of members to be fully informed of and participate in the
decision making processes of the Credit Union.
It should be noted that as part of its communication and
participation strategy the La Trobe University Credit Union
also attaches great importance to fostering in-person communication
and one to one relationship building with its members.
Communication and Participation Policy
We invite you to tell us what you think about any aspect
of our approach to banking. Send us an email here
La Trobe University Credit Union offers our members an internal
dispute resolution procedure that is:
- readily accessible; and
- free of charge.
The following explains the internal dispute
resolution procedure available to members.
A dispute arises if you make a complaint to the Credit Union
about a Credit Union product or service, and you are not satisfied
with the response that you receive.
The first place you should take any complaint is to a member
of our staff. If at all possible, the problem will be resolved
immediately. However, if our staff member is unable to assist,
please speak to one of our Managers, who will try to resolve
the matter by the next business day.
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 know.
If something is troubling you, please don't hesitate to speak
to our staff. We would like to know about anything which affects
the relationship you have with us.
Frequently, complaints are simple cases of confusion or misunderstandings
which can be sorted out very quickly to everybody's satisfaction.
However, not all complaints can be dealt with quickly. Our
Managers will advise you if we are unable to resolve your
complaint by the next business day. Our aim is to have your
complaint resolved within 14 days, although in more complex
cases (eg a complaint about a card transaction overseas) we
may need up to 45 days. If this is the situation you will
be advised in writing.
We will ring you and confirm in writing the outcome. If this
is not in your favour you will be informed of the following:
- the reasons for the decision
- about the evidence we relied on in reaching our decision
- about the consequences of the decision for you
- about what further action you can take.
We are a member of the Credit Union Dispute Resolution Scheme
(CUDRC). CUDRC provides an external and impartial procedure
for resolving disputes between credit unions and their members.
CUDRC is free of charge to members.
If you are not satisfied with the final outcome of your complaint,
you may tell us to pursue the matter further with CUDRC. With
your written consent, we will then refer the matter, and copies
of all documents and correspondence concerning the complaint,
to CUDRC. If we fail to do this, or if we fail to resolve
your complaint within 45 days, you may refer the matter to
CUDRC yourself. You can contact CUDRC on 1300 780 808.
You should be aware of the following things about our internal
dispute resolution procedure:
- You are not obliged to pursue a dispute with us using
our internal dispute resolution procedure. If you do use
our internal dispute resolution, you may commence legal
proceedings against us before, after or at the same time
as using our internal dispute resolution procedure.
- Our participation in the internal dispute resolution procedure
is not a waiver of any rights we may have under the law,
or under any contract between the Credit Union and yourself.
An example of such a contract may be a loan contract, a
mortgage, a guarantee, the terms and conditions of a Visa
card or Redicard.
This information itself is not a contract between the credit
union and yourself, and it is not enforceable against us.
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