Compliments

We're committed to providing superior, genuine, personalised service. If you've had a good experience at Queensland Country, whether it was in our branches, over the phone, online or somewhere completely different, we'd love to hear about it! Send us an email through to info@qccu.com.au, call us on 1800 075 078 or contact your nearest branch and we'll pass on your compliments to those involved.

Feedback

If you have any feedback that can help us improve our service, we'd also love to hear it. You can email it through to info@qccu.com.au, call us on 1800 075 078 or get in touch with your nearest branch.

Complaints

We are committed to providing our Members with superior service. If you are dissatisfied for some reason about service you receive or any products you may have with us, we will do our absolute best to ensure we achieve a resolution that you are happy with.

Complaint procedures

Internal complaints resolution

Queensland Country Credit Union Limited has an internal complaints resolution scheme which has been established to resolve any complaints about our products and services or the complaints handling process itself, where a response or resolution is expected. Any complaint you may have concerning Queensland Country or its authorised representatives should be directed to us. If the person you are dealing with cannot resolve the issue, please ask to speak with their manager. If the issue is still not resolved, we encourage you to complete a Notification of Complaint form, available at any Queensland Country branch, although such notification is not required to be provided in writing. Queensland Country is committed to resolving complaints in a timely manner and will endeavour to provide a satisfactory resolution immediately upon receipt of the complaint. Where we are unable to resolve your complaint within 24 hours of receipt, we will contact you to advise the procedures that will be followed in responding to your complaint.

Depending on the nature of your complaint this communication will be either in writing or by telephone and will occur within three days of receiving the initial complaint. We will communicate with you throughout the complaint handling process. This will include a written response provided to you within 21 days of receiving your complaint. The purpose of this correspondence is to advise you of the final outcome, or if a final response cannot be made at this time, the reasons for the delay.

External disputes resolutions

If you are not satisfied with our final response; or at least 45 days has elapsed since you made your complaint (whichever occurs sooner), you may lodge your complaint with the relevant external disputes resolution scheme.

Please note there are important changes which will take effect on 1 November 2018. Consequently, the details of the scheme, including contact information, depend on when you lodge your complaint with the relevant body. You may lodge your complaint:

  • With the Credit and Investments Ombudsman (CIO) if lodged before 1 November 2018:
    • Online: cio.org.au
    • Email: info@cio.org.au
    • Phone: 1800 138 422
    • Mail: Credit and Investments Ombudsman, Reply Paid 252, South Sydney NSW 1234
  • With Superannuation Complaints Tribunal (SCT) if lodged before 1 November 2018 and the complaint is in respect to the decisions or conduct of Queensland Country in its capacity as provider of our Retirement Savings Account product:
    • Online: sct.gov.au
    • Email: info@sct.gov.au
    • Phone: 1300 884 114
    • Mail: Superannuation Complaints Tribunal, Locked Bag 3060, Melbourne VIC 3001
  • With the Australian Financial Complaints Authority (AFCA) if lodged on or after 1 November 2018:
    • Online: afca.org.au
    • Email: info@afca.org.au
    • Phone: 1800 931 678
    • Mail: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complain to CIO, SCT or AFCA and so you should act promptly or otherwise consult the CIO, SCT and AFCA websites to find out if or when the time limit relevant to your circumstances expires.