As part of its commitment to the Principles of Mutuality, Pulse Credit Union seeks to encourage the involvement of members in the affairs of the Credit Union and their effective participation in meetings.

Have your say

We invite you to tell us what you think about any aspect of our approach to banking. Send us an email here.

Resolving Problems

The Customer Owned Banking Code of Practice describes standards of good practices and service, promotes informed relationships with our members and to have procedures in place for resolving disputes with members.

Pulse Credit Union offers our members an internal dispute resolution procedure that is:

  • readily accessible; and
  • free of charge.

The following explains the internal dispute resolution procedure available to members.

What is a Dispute?

A dispute arises if you make a complaint to the Credit Union about a Credit Union product or service, and you are not satisfied with the response that you receive.

Who do you complain to?

The first place you should take any complaint is to a member of our staff. If at all possible, the problem will be resolved immediately. However, if our staff member is unable to assist, please speak to one of our Managers, who will try to resolve the matter by the next business day.

Let's talk about it

The simplest way of solving a problem is to talk to someone about it. If you are unhappy about something to do with a product or service, we'd like to know.

If something is troubling you, please don't hesitate to speak to our staff. We would like to know about anything which affects the relationship you have with us.

How long will it take?

Frequently, complaints are simple cases of confusion or misunderstandings which can be sorted out very quickly to everybody's satisfaction.

However, not all complaints can be dealt with quickly. Our Managers will advise you if we are 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 is the situation you will be advised in writing.

Notification of Outcome

We will ring you and confirm in writing the outcome. If this is not in your favour you will be informed of the following:

  • the reasons for the decision
  • about the evidence we relied on in reaching our decision
  • about the consequences of the decision for you
  • about what further action you can take.
Further Options?

We are a member of the Australian Financial Complaints Authority (AFCA). AFCA provides an external and impartial procedure for resolving disputes between credit unions and their members. AFCA is free of charge to members.

If you are not satisfied with the final outcome of your complaint, you may tell us to pursue the matter further with AFCA. 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.

How to contact AFCA

1800 931 678
Free call anywhere in Australia Mobile phones incur standard mobile rates.

9am - 5pm AEST weekdays

GPO Box 3, Melbourne VIC 3001

You can register or lodge a dispute on line

Other things you should be aware of

You should be aware of the following things about our internal dispute resolution procedure:

  • You are not obliged to pursue a dispute with us using our internal dispute resolution procedure. If you do use our internal dispute resolution, you may commence legal proceedings against us before, after or at the same time as using our internal dispute resolution procedure.
  • Our participation in the internal dispute resolution procedure is not a waiver of any rights we may have under the law, or under any contract between the Credit Union and yourself. An example of such a contract may be a loan contract, a mortgage, a guarantee, the terms and conditions of a Visa card or Redicard.

This information itself is not a contract between the Credit Union and yourself, and it is not enforceable against us.