Resolving a complaint

What should you do if you have a complaint?

We understand that, at times, while we do our best to provide a high level of service, you may feel that some issues have not been resolved to your satisfaction.

Heritage Isle has a formal process for handling complaints and we will work as quickly as possible to rectify the issue to ensure that we continue to provide excellent service to all our members.

We’ve made it easy to make a complaint so that we can continue to improve services standards. We have a straightforward complaints and dispute resolution process which is available to all members, free of charge.

This process provides:

• you with a clear way of having your complaint addressed;
• our Board and Management with information on the issue that is of concern to you; and
• the opportunity to improve our procedures, products and services.

Your First Step – An “Internal” Complaint

Initially you should lodge your complaint directly with us. You can do this by:

• Phone: (03) 6334 9411
• Fax: (03) 6334 9511
• Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
• Mail: Heritage Isle Credit Union, 1st Floor, 69 St John Street, Launceston, TAS 7250
• In person: At one of our branches.

Handling Complaints relating to the Mutual Banking Code of Practice

If you believe we have breached the Mutual Banking Code of Practice, you can make a complaint to us.

If we are not able to resolve the complaint to your satisfaction and the complaint involves a claim that you have suffered loss or detriment, you may then refer the matter to our External Dispute Resolution Scheme. (Financial Ombudsman Service).

If the complaint does not involve a claim that you have suffered loss or detriment, you can report it to the Code of Compliance Committee Manager, local call: 1300 780 808 or go to www.cccmutuals.org.au for further information.

Code of Compliance Committee (CCC)

The CCC is an independent function offering free and accessible compliance monitoring, investigation and reporting of alleged breaches relating to financial services for individual or small business customers by the Mutual Banking Code of Practice.

Questions?

If you have any questions, please contact us