Complaints against credit unions

Credit Union Dispute Resolution Centre

The Credit Union Dispute Resolution Centre (CUDRC) was established to assist in the resolution of complaints about credit unions. It is funded by participating credit unions and only those credit unions are covered by the CUDRC.

The CUDRC can:

provide general information about how to make a complaint to your credit union
provide general information about the Credit Union Code of Practice and the Electronic Funds Transfer Code of Conduct
in some circumstances, investigate a complaint, help you to reach an agreement with your credit union or make a decision about the dispute

There is no cost to access the CUDRC and you can withdraw from the process at any time.

The CUDRC generally can assist with disputes which:

concern an act or omission by your credit union in relation to a credit union product or service
concern an act or omission relating to confidentiality and/or personal privacy

The CUDRC generally cannot assist with disputes which:

concern actions which took place more than 6 years ago
concern an amount over $100,000
concern the exercise of commercial judgment on decisions about lending or security

Before the CUDRC can investigate a complaint, you must have tried to resolve the problem directly with your credit union. If you are not sure how to do this, the CUDRC can give you some advice. If you have not received a response within 45 days of receipt of your complain, or if you are not satisfied with the response, you can then file a complaint with the CUDRC.

CUDRC staff will talk to you about your complaint and try to resolve it by discussing it further with you and your credit union.

Credit Union Dispute Resolution Centre

Telephone:
1300 78 08 08
(toll free around Australia)

Facsimile: (03) 9620 4446

Email: info@cudrc.com.au

By post to:
The Credit Union Dispute Manager

CUDRC

GPO Box 3

MELBOURNE VIC 3001

Website:

www.cudrc.com.au