Gateway Credit Union strives for best practice in providing quality service to Members however there may be times when we don’t satisfy you. When this happens we would like the opportunity to put things right.
We believe that by listening to your complaint we may be able to identify a way
to improve our service. Our dispute resolution procedure is free. It does not affect your legal rights.
So if you have a complaint here’s what to do…..
- Contact Gateway’s Member Services on 1300 302 474, or
- Email us at memberservices@gatewaycu.com.au or
- Complete the Member Comment Form and mail it together with any supporting documents to:
The Complaints Officer
Gateway Credit Union
GPO Box 3176
SYDNEY NSW 2001
What are the stages when you lodge a complaint?
- 1. If you lodge the complaint by telephone, the person you are speaking with will try to resolve it, or transfer you to the relevant section in Gateway
- 2. If the relevant section cannot resolve your matter, it will be referred to the Complaints Officer
- 3. If you lodge the complaint by any other means it will be directed to the relevant section in Gateway
- 4. If the complaint cannot be resolved by the relevant section, it will be referred to the Complaints Officer
- 5. The Complaints Officer will try to resolve the problem immediately however, sometimes it will be necessary to make investigations and you may need to provide us with supporting documentation.
- 6. If we are not able to settle a complaint immediately we will write to you within two working days of receipt of your complaint, advising you of our procedures for handling complaints/disputes and enclosing our brochure titled Dispute Resolution Scheme.
- 7. You will receive a written response advising you of a decision within a timeframe of 14 days of receipt of your written complaint.
- 8. If additional time is required to make a decision, you will be notified and advised that a further period not exceeding 21 days is required.
- 9. It is our belief that with open communication, the vast majority of cases will never reach this stage. However, if the matter has not been resolved to your satisfaction and you wish to pursue your complaint further, you may contact the Credit Ombudsman Service Limited.
- 10. The Credit Omudsman Service Limited (COSL) may be contacted by telephone: 1300 780 808; fax 02 9873 8440; email: info@cosl.com.au; website: www.cosl.com.au or mail to:
The Ombudsman
COSL
PO Box A252
SYDNEY SOUTH NSW 1235
If you believe we have breached the Mutual Banking Code of Practice and if the complaint does not involve a claim that you have suffered loss or detriment, if we are not able to resolve your complaint to our satisfaction, you can report it to the Code Compliance Manager on
1300 780 808.
Click here to download a copy of the Member Comment Form.