Feedback
Tell us about it
Your thoughts and opinions are important to us. So whether you’re keen to give someone a pat on the back or let us know where you think we have dropped the ball – we want hear about it.
To share your experience, comments, or helpful suggestions you can also phone, email or write to us. You can also join us on Facebook to join in or start a discussion.
See below for more details.
Want to give someone a pat on the back?
We know that we’ve got some pretty special people working for Queenslanders. But it’s always nice when someone else recognises the efforts of our staff.
So, if you’ve had a great experience let us know, we’ll be sure to pass it on. Even better, why not tell your family, friends or colleagues of your experience with Queenslanders! We’re always keen to welcome new members and a referral is the best type of compliment we can receive.
| Phone: | 1800 177 278 |
| Email: | [email protected] |
| Write to: | Member Feedback
Queenslanders Credit Union Ltd
GPO Box 2219
Brisbane Q 4001 |
Making a complaint
Let’s talk about it
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 hear from you.
Our people are trained to deal with all types of problems courteously and efficiently – so don’t hesitate to speak to our people if something is troubling you. We’d like to know about anything that affects the relationship you have with us.
Who do you complain to?
Frequently, complaints are cases of misunderstanding or confusion that can be promptly sorted out to everybody’s satisfaction after discussion and clarification. The first place you should take any complaint is to a member of staff. If possible the problem will be resolved immediately. However, if the staff member is unable to assist you, the complaint will immediately be referred to our Complaints Resolution Officer.
Disputes relating to Queenslanders Credit Union’s electronic payment systems
The term “Electronic Payment Systems” refers to ATM, EFTPOS, Internet banking, Telephone banking and BPAY transactions.
The EFT Code of Conduct outlines a specific complaints handling procedure that we must follow when dealing with any complaints regarding ATM, EFTPOS, Telephone Banking, Internet Banking, BPAY and merchant transactions completed via the Internet or telephone.
If you are concerned about a transaction made using one of the above methods, please contact your local Queenslanders branch or QConnect on 1800 177 278 for details on how you can obtain an EFT Enquiry/Complaint form.
Visa purchases
Should you be concerned about a purchase made with your Credit Union Visa card or a Visa transaction listed on your member account statement, a request to investigate will only be accepted if it is submitted in writing to Queenslanders.
Please contact your local Queenslanders branch or QConnect on 1800 177 278 to obtain a Visa Transaction Enquiry form.
Visa regulations stipulate that all such requests must be received in writing, without exception.
In the event that we are unable to resolve your complaint immediately, we will provide you with information regarding our complaint process and advise you the course of action that will be taken to promptly address your concerns.
To ring and tell us about your complaint
Simply call our Complaint Resolution Officer on (07) 3218 7200 or 1800 177 278 (outside Brisbane).
To write to us about your complaint
Complete the form titled ‘Member Complaint’ – available under the ‘Related Links’ section of this webpage (or your local Queenslanders branch) and post it to:
Complaints Resolution Officer
Queenslanders Credit Union Ltd
Reply Paid 2219
Brisbane Qld 4001
Further options
If you are not satisfied with the final outcome of the dispute, you may pursue the matter further by contacting the Financial Ombudsman Service (Mutuals) on 1300 780 808 or by visiting their website http://www.fos.org.au/.
A brochure explaining the arbitration scheme is available at any branch or may be requested by telephone. The arbitration scheme is an external and impartial procedure for resolving disputes between mutuals and their members. The arbitration scheme is free of charge to members.
Otherwise, you may wish to pursue the dispute by other means.
Please note that if your complaint is about Account Switching you may contact the Australian Securities and Investments Commission.
- You are not obliged to pursue a dispute with us using our internal dispute resolution program.
- If you choose not to use our dispute resolution program, you may commence legal proceedings against us at any time.
- Our offer to participate in an internal dispute resolution program does not waive any rights we may have under the law or under any contract between you and us. An example of such a contract may be a loan contract, a mortgage, a guarantee, the terms and conditions of an account or Visa Debit card or Redicard.
- This notification is not a contract between you and us and is not enforceable against us.
Please note that this notification does not form part of the Mutual Banking Code of Practice.