- concerned? How we can help
- free of charge
- what is a complaint?
- what is a dispute?
- things you should know
- steps in the process of Complaints and Dispute Resolution
Concerned? How we can help
The Directors, Managers and staff of bankmecu understand that, although we do our best to provide a high level of service, you may at times feel that there are issues that have not been resolved to your satisfaction.
At some point you may feel dissatisfied but are unsure how to have your complaints considered and resolved.
bankmecu is committed to providing memorable, superior service. Complaints provide bankmecu with an opportunity to identify where it may be failing this commitment. To ensure customers have the opportunity to make these complaints known, bankmecu has a Complaints and Dispute Resolution Procedure which customers can access free of charge. This procedure means:
(a) you have a way of having your complaints addressed;
(b) our Directors and Senior Management will be aware of the issue that is of concern to you; and
(c) where possible, bankmecu has an opportunity to improve its procedures, products and services.
Free of charge
There is no charge for this Guide or for the service. Standard charges may however apply in accordance with the bankmecu ’s Schedule of Fees and Charges for providing copies of previous transactions or to retrieve documents from archives when requested by you. If these provide evidence of a bankmecu error the fee may be refunded.
What is a complaint?
A complaint is a verbal or written expression of dissatisfaction by a customer about a bankmecu product or service.
What is a dispute?
A dispute arises if you make a complaint to bankmecu about a bankmecu product or service, and are not satisfied with the response that you receive.
Things you should know
(a) You are not obliged to pursue a dispute with bankmecu using our Internal Complaints and Dispute Resolution Procedure. However you are encouraged to, for the following reasons:
- it gives us an opportunity to resolve your dissatisfaction quickly, conveniently and at no cost to you;
- a quick, mutually agreed outcome to your complaint is the best result for all concerned;
- you provide bankmecu with an early opportunity to correct any systematic problems we may have;
- complaints will be treated fairly, confidentially and in a timely manner; and
- if you are dissatisfied with the outcome you can still pursue External Dispute Resolution.
(b) If you use our Internal Complaints and Dispute Resolution Procedure, you may still commence legal proceedings before, after or at the same time.
(c) bankmecu’s participation in the Internal Complaint and Dispute Resolution Procedure is not a waiver of any rights it may have under the law, or under any contract between you and bankmecu . An example of a contract between you and bankmecu are the terms and conditions of an account or the conditions of use of a VISA Card or Redicard PLUS.
(d) This Guide is not a contract between you and bankmecu, and it is not enforceable against bankmecu.
(e) Our contract is outlined in the Terms and Conditions for Complaint and Dispute Resolution which form part of the General Terms and Conditions agreed when joining and are available on request from bankmecu.com.au.
Steps in the process of Complaints and Dispute Resolution
step 1 – how to make a complaint
In most circumstances your complaint can be settled to your satisfaction by simply making us aware of it. You can raise your complaint with our staff personally over the counter or by telephone or in writing by letter, facsimile or email.
If a staff member is unable by reason of authority or experience to handle the matter it will be referred to a more senior or experienced person.
In the great majority of cases your complaint will be dealt with promptly and to your satisfaction and you will not need additional assistance.
step 2 - recording your complaint
All complaints and disputes will be recorded in our Complaints and Dispute Register.
Where a complaint cannot be resolved to your satisfaction immediately, it may be necessary for you to answer some additional questions in order to provide all the relevant information so that bankmecu’s management may properly investigate the complaint.
A staff member, when required, will assist you with registering your complaint/dispute. When receiving a verbal complaint the staff member may enter details into our Electronic Complaint System on your behalf. The staff member may then read the details to you and obtain your consent to its accuracy before taking any further action.
step 3 - complaint Resolution
If a manager cannot resolve the complaint/dispute to your satisfaction you will be invited to write to the Managing Director to have the matter reviewed.
Should you be dissatisfied with the Managing Director's review, you can contact an External Dispute Resolution Scheme.
step 4 – dispute investigation
bankmecu is committed to maintaining an independent process and has appointed a senior staff member as its registered Disputes Officer. The Disputes Officer can be contacted if:
(a) you feel uncomfortable dealing with the manager responsible for a complaint; or
(b) you are dissatisfied with a manager’s response to your complaint or with their conduct; or
(c) you feel that the complaint should be investigated in confidence without specified staff having the responsibility to respond.
Your dispute will be fully investigated by the Disputes Officer and a decision made on the matter. You can contact the Disputes Officer using the following details:
Coordinator - Compliance Risk
telephone: 03 9854 4681
fax: 03 9854 4866
mail: Private Bag 12, Kew Vic 3101
step 5 – how you will be informed of the outcome
In the majority of cases you will be advised of the outcome in writing within 21 days.
Should there be exceptional circumstances causing a delay we will advise you of the circumstances causing the delay and when we expect the matter to be resolved.
It is our expectation that you should receive a decision regarding a complaint on most matters within 45 days.
step 6 – external dispute resolution
If however, in spite of our best efforts you are not satisfied, you have access (free of charge) to External Dispute Resolution by an independent, registered scheme.
Financial Ombudsman Service
For complaints relating to products or services used or purchased from bankmecu. This could include such matters as:
- withdrawal or deposit errors;
- unauthorised transactions;
- ATM or EFTPOS malfunctions;
- incorrect application of fees and charges;
- delays and other contractual issues;
- any other breach of the Mutual Banking Code of Practice or the ePayments Code (this includes complaints with respect to disclosure, breaches of privacy, the closure of accounts, the dispute resolution process, etc); and
- complaints or concerns regarding an act or omission by bankmecu relating to confidentiality and/or personal privacy.
For complaints relating to the following insurance; home building, home contents, motor vehicle, travel, residential strata title, sickness and accident, pleasure craft, consumer credit, valuables and personal property (in other words, most domestic insurance), contact the Financial Ombudsman Service (FOS).
telephone: 1300 363 683
fax: 03 9613 6399
mail: GPO Box 3, Melbourne Vic 3001
Private Health Insurance Ombudsman (PHIO)
For complaints relating to private health insurance contact the Private Health Insurance Ombudsman:
telephone: 1800 640 695
fax: 02 8235 8778
mail: Level 7, 362 Kent Street, Sydney NSW 2000
Details of how you may access these services will also be provided when you are advised of the outcome of our investigations or if we are unable to resolve you complaint within our specified time limits.
step 7 – Customer owned bank response
bankmecu's Internal Complaint and Dispute Register will be updated showing the result and wherever appropriate, our policies, systems and procedures will be adjusted and staff counselled or provided with additional training.