Ombudservice
Developing long-term relationships is the foundation of our commitment to delivering high-quality service to our members, and to the general public. It is important that you are happy with the service we provide; however, we recognize that things can sometimes go wrong. As a result, we have implemented a formal complaint resolution process to deal with these situations.
If you have a concern or a complaint about the service we provide or the products that we offer, we want to hear from you. If you are not satisfied with how the credit union is handling your complaint, you can take your complaint to the third party Ombudsperson.
The Ombudsperson seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the complainant or the credit union when investigating disputes. This service is free of charge to the complainant however, there is no provision for the award of costs for solicitors or other professionals and recommendations are not binding on credit unions.
Complaint Process
1st Level - Supervisor |
2nd Level - Branch Manager |
3rd Level - CU Manager |
4th Level- Ombudsperson |
Privacy Complaints - If the complaint refers to a breach of your privacy or use of your personal information, then level 1 is replaced with Privacy Officer and the Privacy Commissioners Office is added as the last level.
Credit Union Action
Action |
|
Step 1: |
Determine if complaint is fully or partially justified: |
Step 2: |
If complaint is justified:
|
Step 3: |
If complaint is not justified:
|
Step 4: |
Complainant accepts resolution proposal or explanation as to why the complaint is denied:
|
Step 5: |
Complainant does not accept resolution proposal or explanation as to why the complaint is denied:
|
Each level of the complaint as noted above, within the credit union, must be resolved within 30 days or moved to the next level.
Credit Union Contacts
Title |
Contact |
Credit Union |
Please contact any branch of your credit union. |
Ombudsperson |
Mail to: |
Privacy Commissioner of Canada |
Mail to: |
Forms
Complaint forms can be accessed online or at any credit union branch.