Do you have a Complaint ? Our Dispute Resolution Process...

GCU staff strive to ensure that our members receive the best possible service.

Goldfields Credit Union has a formal complaint procedure in place to assist members.

All of our staff have been trained to assist members with the complaints procedures and are available to assist members making a complaint, if required.

If necessary, the complaint will be referred to a manager to assess. Complaints can be made in person, over the phone, via letter or email.

You can attend your local branch and attempt to resolve the issue directly with a GCU staff member. If you cannot resolve the problem with the GCU staff member, then you should ask to speak with the manager.

Should a resolution not be reached, you will be asked to complete and submit a formal Complaint Referral Form.

Our Branch staff can assist you with completing this form. Or, if you prefer, you can write a letter directly to the Complaints Officer at the address below.

Please also include any supporting documentation with your letter to help clarify your point of view.

You can also call the Complaints Officer (Office Supervisor) on 08 9021 6444 to lodge a formal complaint.

If the issue cannot be resolved over the phone, the staff member will complete a Complaint Referral Form and forward it to the Complaints Officer for processing.

Should you wish to discuss the complaint with the relevant manager, then please note this on the Complaint Referral Form.

Once the Complaints Officer has received the complaint, the issue will be forwarded to the relevant manager who will contact the member within 2 working days to advise of the outcome or progress.

If the complaint has been resolved, then the Office Supervisor will contact you in writing. If the issue requires further investigation, then the Office Supervisor will telephone and advise you of this.

Every effort will be made to resolve your query immediately; however, the manager will inform you of the estimated time it will take to investigate.

Once Goldfields Credit Union has reached a decision, you will be notified of in writing. If you are not happy with GCU’s formal response, you can take your complaint to an external arbitrator (see www.cudrc.com.au)

Details of this scheme will be sent to you with our formal decision. There is no cost to you for using this external arbitrator scheme.

Complaint remedies may be financial or non-financial. Where a member has suffered financial loss, and the complaint has been found in their favour, appropriate compensation will be made.

Where there has been no financial loss, then appropriate remedies are to be offered to the member.

Goldfields Credit Union is committed to providing the best possible service to its members.

Where a complaint refers to a process or appears to be a recurring complaint, management will seek ways to quickly address this problem.

The address to post a complaint is:

The Complaints Officer

Goldfields Credit Union

120 Egan Street

Kalgoorlie W.A 6430.