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Support

CUA’s Public complaint management policy

 
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Feedback

We’re committed to making sure our members have the best experience possible. If you have any feedback for us, we would like to hear from you.

Feedback can be given:

  • In person: By visiting your local branch
  • By telephone: Call us on 133 282
  • By letter to:
CUA Customer Feedback
GPO Box 100
Brisbane QLD 4001
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Complaints

If you have a complaint, please contact us and we will try and resolve your complaint simply and quickly. Please take note of the information below which outlines how we manage complaints at CUA.

How do I lodge a complaint?

You can lodge a complaint in any of the following ways:

  • Online: Lodge your complaint
  • In person: By visiting your local branch
  • By telephone: Call us on 133 282
  • By letter to:
CUA Complaints
GPO Box 100
Brisbane QLD 4001

Please advise us if you require an interpreter or have any special requirements.

Initial Resolution

We will acknowledge your complaint within 1 business day and provide you with a reference number and contact person.

We will endeavour to resolve your complaint within 5 business days. We may need time to gather information or investigate what has occurred to resolve your complaint. Your contact person will advise you of the steps being taken and will keep you updated on progress.

How can I escalate my complaint?

If your complaint is not resolved within 5 business days, you can refer your complaint to our Internal Dispute Resolution (IDR) team.

You can also escalate your compliant to the IDR team if you are unsure about who to contact or are not satisfied with the progress of your complaint.

You can contact the IDR team:

  • Online: Lodge your complaint with IDR
  • By telephone: Call the IDR team on 07 3552 4743
  • By letter to:
Member Advocacy
GPO Box 100
Brisbane QLD 4001

The CUA IDR team aims to settle all complaints fairly and promptly. The IDR team will provide you with regular updates and explain CUA’s proposed resolution to your complaint. The team will also advise you of your rights if you are not satisfied.

What if I am not satisfied with CUA’s proposed resolution?

We’ll do everything we can to resolve things internally for you in a fair and timely manner. If you are not satisfied with our response, you can refer your complaint to External Dispute Resolution (EDR).

CUA is a member of the Australian Financial Complaints Authority (AFCA) which is an independent EDR Scheme approved by the Australian Securities and Investments Commission.

AFCA can be contacted by Australian customers:

  • Online: By submitting your complaint at www.afca.org.au
  • By telephone: Call on 1800 931 678 (9.00am-5.00pm, Monday to Friday, Sydney time)
  • By email:  to info@afca.org.au; or
  • By letter to:
Australia Financial Complaints Authority

GPO Box 3
Melbourne VIC 3001

Conduct

CUA’s focus will be to:

  • Genuinely hear complaints;
  • Treat complainants with respect;
  • Resolve complaints in a fair manner; and
  • Properly inform complainants of the process and timing of the steps CUA is taking to resolve the complaint.

CUA members are encouraged to contact us about issues that affect them. During any complaint, CUA staff have the right to dignity, physical and emotional safety, and respect.

Privacy

Our CUA Group APP Privacy & Credit Information Policy contains information on how you can access and correct your information and how to complain if you believe we’ve breached our privacy obligations. It also provides details on how we manage and protect your information.