Dispute Resolution

back to home :: dispute resolution

In the interests of maintaining member satisfaction, we have established procedures for resolving any complaint you may have in respect of any product or service we provide.

You are invited to raise any concern or complaint you may have with SGE Credit Union. We will endeavour to understand your concerns and reach a satisfactory resolution with a minimum of fuss.

Where a complaint cannot be resolved to your satisfaction immediately, it may be necessary for you to answer some questions and complete a complaint form in order that the Credit Union’s management may properly investigate the complaint.

Please contact SGE Credit Union’s Internal Dispute Resolution Offficer by calling SGE Direct on
1300 364 400 or emailing sge@sgecu.com.au

Occasionally it may be necessary for the Credit Union to contact you to answer further questions during the course of its investigation.

Where your complaint concerns an entry in a statement of account for a loan or other credit contract, you are urged to send written notification of the complaint as soon as possible to avoid losing any rights to challenge the entry available to you under consumer credit laws.
The Credit Union will write to you as soon as it has reached a determination and will set out the reasons behind its determination.

If you are not satisfied with the Credit Union’s determination and you wish to pursue your complaint further, you may contact the Credit Union Ombudsman’s office.

What is the FCDRS?

The Financial Co-operative Dispute Resolution Scheme (FCDRS) has been established to assist participating credit unions, building societies and their customers resolve complaints in a fair, timely and cost-effective manner.

The FCDRS is funded by participating credit unions and building societies as part of their on-going commitment to customer services. Consumer access to the Scheme is available for the cost of a local phone call. It should be noted that small businesses may also be considered "consumers" under the FCDRS.

Consumer access to the Scheme will be via the Office of the Ombudsman. Staff at the office will respond to consumer complaints and enquiries involving transactions with credit unions and building societies, and will facilitate resolution of disputes.

The Ombudsman is accountable to the independent FCDRS Advisory Council consisting of two consumer representatives, two financial service provider representatives, and an independent Chair.

How the FCRDS can help

If you are a customer of a credit union or building society that is a member of the FCDRS, the Office of the Ombudsman can help you with:
•	independent and impartial consideration of your complaint at no cost and without prejudice*;
•	general information about how to make a complaint in the first instance to your credit union or building society; and
•	general information about the relevant Codes of Practice and the Electronic Funds Transfer (EFT) Code of Conduct.
* Without prejudice means:
1.	You do not lose any of your legal rights;
2.	You can withdraw from the process at any time; and
3.	You are able to pursue your complaint in a different manner if you do not accept our decision.

How to make a complaint (Ombusdman)

1	Talk to your credit union or building society.
You must first try to resolve your complaint with your credit union or building society. This Office cannot accept a complaint if you have not attempted to resolve it directly with your credit union or building society.

The names and direct telephone numbers of these people are available from this office. You should then put your complaint in writing so that your credit union or building society can understand the nature of your complaint and how you would like it resolved. (If you are unsure how to make a complaint to your credit union or building society, contact the Office of the Ombudsman and a case officer will assist you.)

2	Contact the Ombudsman.
If you do not receive a response and/or you are not satisfied with your credit union or building society's response, then you can file a complaint with the Office of the Ombudsman. A dispute form is available through your own financial services provider, from this office, or from the FCDRS website. After you have lodged the form a case officer will contact you within three business days to discuss your complaint and how it may be resolved. The Ombudsman's Office will then investigate your complaint (if it falls within the Terms of Reference) and facilitate a negotiated settlement between you and your credit union or building society. If a negotiated settlement cannot be reached between you, the Ombudsman will make a determination. If this office cannot assist you with your complaint, it will try to identify another organisation or service that may be able to assist you.

Important Points

When you contact the Office of the Ombudsman, you can discuss your complaint with someone independent;
•	If you make a complaint to the Office of the Ombudsman the only cost is that of a local phone call;
•	By bringing your dispute to this office, you lose none of your legal rights;
•	You will not be bound by any decision that the Ombudsman makes if you do not agree with the outcome; and
•	Your participation in the dispute resolution process is completely voluntary and you are free to withdraw at any time.

The Terms of Reference

The Ombudsman will be able to help you if your complaint concerns a product or service of a financial services provider which is a member of the FCDRS.

Some examples of possible complaint areas are:
•	withdrawal or deposit errors
•	unauthorised transactions
•	ATM or EFTPOS malfunctions
•	incorrect application of fees and charges
•	delays and other contractual issues
•	breaches of privacy or confidentiality
•	breaches of relevant Codes of Practices & the
•	EFT Code of Conduct

There are a number of ways in which your complaint may fall outside the capacity of the Ombudsman to assist e.g.
•	The Ombudsman cannot look into your complaint if it relates to actions that took place more than 6 years ago, or if the amount of your claim exceeds $100,000.
•	The Ombudsman cannot look into your complaint if it is about the commercial judgement of your credit union or building society (i.e. you have been refused a loan because the financial services provider does not believe you can meet the repayments).

You can download a copy of our Dispute Resolution brochure here.


How to contact FCDRS

Contact details are: Telephone: 1300 780 808(Local call rate within Australia) Facsimile: 1300 139 221(Local call rate within Australia) Mail: The Ombudsman FCDRS PO Box 372 Clayfield Qld 4011 Website: www.fcdrs.org.au Email: ombudsman@fcdrs.org.au
top

Dispute Resolution :: Privacy Policy :: Disclosure Documents :: Terms & Conditions :: Forms & Applications