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Complaints and Disputes Resolution Process
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Defcredit is 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, about any of our products or services, please inform us so we can work to resolve it. We will endeavour to deal with your complaint promptly, thoroughly and fairly.
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How to Make a Complaint and the Complaint’s Process
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If you have a complaint we request you follow these steps:
1. Lodge your complaint by visiting your local Defcredit branch, calling or emailing us and we will try to resolve the matter immediately. Our contact details are detailed in this brochure.
2. If the complaint is unable to be resolved through the above process it will be referred to Defcredit’s Complaints Officer who will arrange for a senior officer with independent decision-making authority to review the matter for you.
We may ask for additional information and request that you put your complaint in writing to ensure your complaint is properly investigated.
Following this 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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Third Party Products
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If your complaint relates to a third party product or service acquired through us, such as an insurance product, Travelex product or financial planning service, and relates to the terms and conditions of that product or service, for example a specific insurance claim, we may ask you to contact the relevant third party. They will deal with your complaint under their complaints resolution process.
If you are not satisfied with the resolution of your complaint by the third party under their complaints
resolution processes, you are entitled to have your dispute considered by their External Dispute Resolution Scheme. Please contact the relevant third party for further details.
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Mutual Banking Code of Practice
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If you believe Defcredit has not met its obligations under the Mutual Banking Code of Practice (MBCOP), you can make a complaint to us. If we are not able to resolve the complaint to your satisfaction and the complaint involves a claim that you have suffered loss or detriment, you may refer the matter to our External Dispute Resolution Scheme. If the complaint does not involve loss or detriment to yourself, you can refer the matter to the MBCOP Compliance Manager by calling 1300 780 808. For a copy of the MBCOP click here.
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Keeping you informed
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If a staff member cannot immediately resolve the complaint/dispute to your satisfaction we will acknowledge receipt of the complaint to you in writing within five business days. We will also advise the procedures we will follow in investigating and handling your complaint. Within 21 business days we will write to you advising the outcome of the investigation and the reason/s for our decision or inform you that more time is required to complete the investigation. However, we will endeavour to respond to your complaint within a maximum of 45 business days from the date you lodged the complaint with us.
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Still not satisfied?
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If you do not think we have resolved your complaint to your satisfaction you may take the matter free of charge to the relevant External Dispute Resolution Scheme (provided it is within the scheme’s terms of reference) as detailed below.
For disputes in relation to Defcredit products and services contact:
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Credit Ombudsman Service Limited
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|  | Credit Ombudsman Service Limited
PO Box A252
Sydney South NSW 1235
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For disputes in relation to Defcredit’s Retirement Savings Account contact:
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Superannuation Complaints Tribunal
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Locked Bag 3060
GPO Melbourne VIC 3001
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Our Contact Details
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You may lodge your complaint:
1. In the first instance by visiting your local branch, calling our Contact Centre on 1800 033 139 or emailing info@defcredit.com.au and
2. If you are still not satisfied you may contact
Defcredit’s Complaints Officer by calling 03 8624 5888, faxing 03 8624 5892 or writing to:
The Complaints Officer
Defcredit
PO Box 14537
Melbourne VIC 8001
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