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 or service 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 has an internal complaints resolution scheme which has been established to resolve any complaints relating to our products and services or the complaints handling process itself, where a response or resolution is expected. Any complaint you may have concerning the Credit Union 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 Credit Union branch, although such notification is not required to be provided in writing.

Queensland Country is committed to resolving all complaints within 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 3 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 Dispute Resolution

If we have made a formal proposal to resolve your complaint and you have told us that the proposal is not acceptable to you; or at least 45 days has elapsed since you made your complaint (whichever occurs sooner), you are entitled to have your complaint resolved free of charge by the Credit and Investments Ombudsman Limited (CIO) ABN 59 104 961 882. This is an external dispute resolution scheme of which Queensland Country is a member. We will provide you with information on how you may access this scheme. If you have any complaints or disputes concerning the services provided by third parties or our business partners (including insurers or service providers) we encourage you to make enquiries direct with these third parties. Please contact us direct if you have any problems with the handling of third party complaints.

Contact Information

If you wish to register a complaint please contact us by:

Telephone: 1800 075 078
Fax: 07 4412 3895
Email: info@qccu.com.au
Writing to:
Complaints Officer
Queensland Country Credit Union Ltd
PO Box 679, Aitkenvale Qld 4814