Happy with the service? Please give us your feedback - as we like to pass on Member Compliments to our staff.

Use our online general enquiry form to provide us with your feedback on the service received. We welcome your comments.

We want to get it right... you can help us with your feedback. The ability to have 'your say' is an important part of SERVICE ONE Members Banking difference. We welcome your comments and suggestions.

Use our online general enquiry form to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service.

Our aim is to provide quality service and to meet your needs. Where you feel there is room for improvement or you have a concern or an issue that needs to be addressed - please let us know. We welcome the opportunity to resolve your concerns.

1. Making a Complaint

If you have a query or complaint relating to the operations of your account, you should contact us. If you are not satisfied with the information of response given to you by one of our staff, you should ask to speak with the Team Lead or Branch Manager.

If you are still not satisfied that the matter is resolved, you should write to our Manager-Member Relations. If the Manager-Member Relations cannot resolve the matter to your satisfaction, you may refer the matter to SERVICE ONE Members Banking' internal Dispute Review Panel. Our internal Dispute Review Panel is developed so that any concerns you may have about your Credit Union are addressed promptly and also come to the attention of management.

2. How To Use Our Dispute Resolution Procedure

If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further.

3. Dispute Notification

We will enter the dispute in our internal member complain register and acknowledge receipt of your complaint to you within two (2) working days.

4. Dispute Investigation

Your complaint will then be fully investigated and a decision made on the matter.

5. How You Will be Informed of the Outcome

In the majority of cases you will be advised of the outcome in writing within ten (10) working days. Should there be exceptional circumstances causing a delay we will advise you.

6. Credit Union Dispute Resolution Centre

If however, in spite of our best efforts, you are still not satisfied, you have access to the Credit Union Dispute Resolution Centre (CUDRC). The CUDRC is a free and independent dispute resolution service for certain credit unions and their affiliates operating in Australia. The CUDRC is able to investigate disputes and make decisions that are binding on the Credit Union. The CUDRC can be contacted at:

The CUDRC
Level 5, 31 Queen Street
Melbourne VIC 3001
Free Call: 1300 780 808
Facsimile: (03) 9620 4446
Email: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
Website: http://www.cudrc.com.au

Please use one of the form below to provide us with details of your complaint. Alternatively, please contact us using one of the other options listed at the top of this page.

Enquiry/Complaint Forms

We welcome the opportunity to discuss your concerns with you.

For Lost or Stolen Cards Hotline: Redicard or VISA Card