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Tuesday, 21 June 2016 15:24

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Customer Feedback

We like to think we provide exceptional customer experiences but we acknowledge, sometimes, we make mistakes.

 

 

 

Are You a Happy Customer?

Please read Our Commitment to Customer Service. We love receiving stories from our customers about how we helped them change things for the better. Sometimes we even feature your stories in our website, social media and promotions. Don't be shy. Send us a compliment and tell us how we helped you.

Send Compliment

 

Complaints and Dispute Resolution

If you have a complaint:
Talk to us first.

If you have a complaint, please talk to someone at a Hunter United Branch or to the department concerned. If you let a staff member know what the problem is, they may be able to resolve the issue.

If not, they will be able to refer you to an appropriate manager. In this way your complaint will reach the right person. Alternatively, you may wish to put your complaint in writing. A HU staff member will call you to discuss your concerns.

What happens then?

If we are able to resolve the issue for you, we will do so immediately. If, however, you are not satisfied with our response to your complaint, then you can lodge a dispute with Member Relations.

You should put your complaint in writing and send it to:

  • Member Relations
  • Hunter United
  • PO Box 851
  • Newcastle NSW 2300

Member Relations is responsible for resolving your complaint. If we need further information, we will write to you requesting it.

Once all required information is received, we will investigate your complaint and advise you of the outcome, or that we need more time to complete our investigation.

In the case of transactions involving a PIN or Access Code, we will do this within 21 days. In all but exceptional cases we will take less than 45 days to complete our investigation. If it takes longer, we will advise you in writing.

In all cases we will advise you in writing of our decision and the reasons for our decision. If you are still not satisfied with our decision, you can seek an external review of our decision by the Australian Financial Complaints Authority (AFCA).

Australian Financial Complaints Authority (AFCA)

Hunter United is a member of the Australian Financial Complaints Authority (AFCA). This is a self-regulatory service providing an external and impartial dispute resolution process for retail members and customers of participating building societies, credit unions, banks and other financial service providers.

AFCA’s determinations are binding upon Hunter United if you accept the decision. You can contact AFCA:

  • Telephone: 1800 931 678
  • Facsimile: (03) 9613 6399
  • Mail: GPO Box 3 MELBOURNE VIC 3001
  • Email: info@afca.org.au
  • Website: www.afca.com.au

This service is provided free of charge.

BPAY

If you have a complaint which relates to the BPAY Scheme and you are not an individual or your complaint or dispute is not in relation to private or domestic purposes, then we will resolve your dispute in accordance with dispute resolution procedures established under the BPAY Scheme.
 

See a copy of our guide here.

 

Speaking Up & The Whistleblower Policy

Whistleblowing means raising concerns about misconduct which has occurred (or which may occur) within our organisation through reporting channels, so that actions can be taken to address those concerns.

Things that can be reported include where a person has reasonable grounds to suspect misconduct, or an improper state of affairs or circumstances, in relation to Hunter United. For example:

  • any kind of illegal activity, including breaches of laws that regulate financial institutions
  • corrupt conduct, including bribery
  • fraudulent activity

We have a Whistleblower Policy designed to encourage and support individuals to report issues, knowing that it is safe to do so. The Whistleblower Policy provides protections to persons making reports under the policy.

There are a number of ways you can report any concerns about conduct you believe doesn’t feel right. Please download our Whistleblower Policy to learn more.