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Complaints Resolution

At Wide Bay Australia Ltd ‘Wide Bay’ we are committed to providing you with outstanding customer service, products and facilities.

If you believe that we have not delivered in any one particular area we would like to hear your comments.

Complaints are an important part of maintaining and improving our standards.

What should you do if you have a complaint?

If you have any complaints regarding service or products, please contact the person/s who provided your initial service.

If your complaint is not resolved to your satisfaction or you do not wish to contact the person/s who provided this service to you, you can contact the branch senior customer service consultant or the regional manager or our Head Office in Bundaberg.

If your complaint continues to be unresolved contact us by email.

Alternatively you may talk directly to the relevant manager at our Head office:

What do you do if your complaint cannot be resolved?

It is expected that most complaints and problems can be solved on the spot by simply talking to the people that provided you with your initial service or by contacting the relevant manager at our Head Office.

If there is still a problem, we can refer your complaint through Wide Bay’s Internal Dispute Resolution Process.

Wide Bay’s Internal Dispute Resolution Process is in compliance with the Financial Services Reform Act 2001 (Policy Statement 165) and AS 4269-1995.

Our Internal Dispute Resolution (IDR) Process

If you have requested to refer your complaint through our Internal Dispute Resolution Process, you may be asked to put your problem in writing for referral to either a senior person (who handles that area of complaints) or Wide Bay‘s Dispute Resolution Representative (DRR) at Head Office.

If we are unable to resolve your complaint within 24 hours, we will acknowledge your complaint within 3 days and endeavour to resolve it within 21 working days. We will let you know if we need more time.

If you are dissatisfied with the outcome of your complaint or the way in which it was handled please let us know.

External Dispute Resolution Scheme

Should the complaint remain unresolved and/or you are not satisfied with our response, we will inform you of your right to contact the external dispute resolution scheme of which Wide Bay is a member, or another relevant organisation.

A dispute form is available from Wide Bay, or from the Financial Co-operative Dispute Resolution Scheme (FCDRS). After you have lodged the dispute form, a case officer from FCDRS will contact you within three business days to confirm whether the dispute falls within their Terms of Reference. If they are able to assist, they will discuss your complaint and how it may be resolved.

The FCDRS’s Ombudsman will then investigate your complaint and facilitate a negotiated settlement between you and Wide Bay. If a negotiated settlement cannot be reached between you, the Ombudsman will make a determination.

If the FCDRS cannot assist you with your complaint, it will try to identify another organisation or service that may be able to assist you.

Contact details for the Financial Co-operative Dispute Resolution Scheme are as follows:

Telephone:	1300 139 220
Facsimile:	1300 139 221
Mail:	The Ombudsman FCDRS PO Box 372 Clayfield QLD 4011
Email:
Website:	www.fcdrs.org.au

These procedures effective from the 1 March, 2004 and are subject to change without notice.