Resolving Problems

1. Making a Complaint

We have developed an internal process so that any concerns you may have about your Catalyst Mutual are addressed promptly and also come to the attention of management.

In most instances your concerns or complaints can be settled to your satisfaction by simply making us aware of them. Details of how to contact us are below. If the staff member is unable to handle the matter thay will refer your problem to the appropriate person. The majority of cases are resolved to member's satisfaction at this stage.

2. How To Use Our Dispute Resolution Procedure

If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further. If so, you will need to submit a written complaint within two working days.

3. Dispute Investigation

Your complaint will then be fully investigated and a decision made on the matter.

4. How You Will be Informed of the Outcome

In the majority of cases you will be advised of the outcome in writing within ten (10) working days. Should there be exceptional circumstances causing a delay we will advise you.

5. How long will it take?

Frequently, complaints are simple cases of confusion or misunderstanding which can be sorted out to everybody’s satisfaction very quickly. However, not all complaints can be dealt with quickly. Our supervisor or manager will advise you if he or she is unable to resolve your complaint by the next business day. Our aim is to have your complaint resolved within 14 days, although in more complex cases (eg a complaint about a card transaction overseas) we may need up to 45 days. If this happens we will write to you advising of this.

If however, in spite of our best efforts, you are still not satisfied, you have access to the Financial Ombudsman Service (FOS). The FOS is a free and independent dispute resolution service for certain credit unions and their affiliates operating in Australia. The FOS is able to investigate disputes and make decisions that are binding on Catalyst Mutual. The FOS can be contacted at http://www.fos.org.au.

Please use our online general enquiry form to provide us with details of your complaint. Alternatively, please contact us.

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