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Complaints and Resolution Process
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We are committed to providing our members with the best possible service. If at any time you feel we have not met our obligations, or you have a complaint we want to know so we can work to resolve it. If you have a complaint we request you follow these steps:
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- Lodge your complaint by contacting your local Defcredit branch or call us on 1800 033 139 and we will try to resolve it immediately
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- If the complaint is unable to be resolved through the above process it will be escalated to Defcredit's Complaints Officer for review
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- Following the review, if your complaint is not found in your favour it will be referred to Defcredit's Disputes Resolution Panel, comprising of at least two senior managers.
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Still not satisfied?
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If you are still not satisfied with the response following the above process you are entitled to pursue the matter further at no cost by contacting the external Dispute Resolution Ombudsman below.
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Financial Co-operative Dispute Resolution Scheme
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|  | The Ombudsman
FCDRS
PO Box 372
CLAYFIELD QLD 4011
Tel 1300 780 808 (ask for FCDRS) Fax 1300 139 221
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