AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Illawarra Credit Union offers our members an internal dispute resolution procedure that is:
- readily accessible; and
- free of charge.
Our resolving problems brochure explains the internal dispute resolution procedure at Illawarra Credit Union.
If you are not satisfied with the final outcome of a complaint, you may tell us to pursue the matter further with AFCA. AFCA provides an external and impartial procedure for resolving disputes between credit unions and their members. AFCA is free of charge to members. With your written consent, we will then refer the matter, and copies of all documents and correspondence concerning the complaint, to AFCA. If we fail to do this, or if we fail to resolve your complaint within 45 days, you may refer the matter to AFCA yourself.
You can contact AFCA on the below details:
Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Please note, AFCA now replaces Financial Ombudsman Service (FOS).