We understand that although we do our best to provide a high level of member service, you may at times feel that there are issues that have not been resolved to your satisfaction.
To ensure that you have the opportunity to make your complaints known, we have developed a Complaints and Dispute Resolution procedure.
How to Notify Us of Your Complaint
In most cases your complaint can be settled to your satisfaction by simply making us aware of it. You can do this by:
- discussing your complaint with our local branch staff
- contacting our Member Contact Centre on 1300 13 23 28
- sending an email to: service@adcu.com.au
- faxing your complaint to (02) 9240 4120
If the staff member who receives your complaint is unable by reasons of authority or experience to handle the matter, they will refer your complaint to a more senior or experienced person who will contact you within twenty-four hours. In most cases your complaint will be handled to your satisfaction at this stage.
- Download Complaint and Dispute Resolution Brochure
Dispute Investigation
If your complaint remains unresolved, you may refer it to the Dispute Resolution Manager at the following address:
Dispute Resolution Manager
Australian Defence Credit Union
PO Box H151
Australia Square NSW 1215
You should be advised of the outcome within twenty-one working days.
External Dispute Resolution
If you are still not satisfied with the outcome of your dispute, you have access (free of charge) to the Credit Union Dispute Resolution Centre. Their contact details are as follows:
Financial Ombudsman Service Limited
(Mutuals Division)
GPO Box 3 Melbourne VIC 3001
Toll-free number: 1300 780 808
Fax: (03) 9613 6399
Email: info@fos.org.au
Website: www.fos.org.au
