Feedback
Send us a Compliment
Happy with the service? Please give us your feedback - as we like to pass on Member Compliments to our staff.
Use our online general enquiry form to provide us with your feedback on the service received. We welcome your comments.
Suggestions for Improvement
We want to get it right... you can help us with your feedback. The ability to have 'your say' is an important part of the Credit Union difference. We welcome your comments and suggestions.
Use our online general enquiry form to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service
Internal Dispute Resolution
Alliance One Credit Union Ltd in accordance with the Credit Union Code of Practice, offers Members an internal dispute resolution procedure that is:
- readily accessible to Members; and
- free of charge to Members.
This document matter explains what steps you may take if you have a dispute with Alliance One and want to use our internal dispute resolution procedure.
If you have a complaint please contact us by writing to:
Alliance One Credit Union Ltd
Dispute Resolution Officer
Reply Paid 378
WHYALLA SA 5600
Or email
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A complaint form is also available from any Alliance One Credit Union branch. If you need assistance in completing the form, you may ask a staff member to assist.
If our staff member cannot resolve your complaint immediately, it will be referred to our Dispute Resolution Officer.
What is a dispute?
A dispute arises if you make a complaint to us about a product or service provided by us and you are not satisfied with the response that you receive.
How to request resolution of a dispute
You may also request to deal directly with the Disputes Resolution Officer who may require you to complete a Dispute Summary and Complaint Form.
The Credit Union Dispute Resolution Officer has the capacity to resolve disputes on behalf of the Credit Union.
Officer will notify you of the outcome
If the Officer is able to resolve the dispute, they will promptly notify you in writing of, and give reasons for, the outcome of the investigations. The Officer will normally deal with a dispute within 10 days and not more than 30 days of receiving a complaint.
If you are still not satisfied with the outcome, you have the right to pursue the dispute with an external dispute resolution scheme.
Contact details are:
Mutuals Division of the Financial Ombudsman Service (FOS)
GPO Box 3
MELBOURNE VIC 3001
Phone: 1300 78 08 08
Facsimile: (03) 9613 6399
E-mail:
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Website: www.fos.org.au
Things you should be aware of about the internal dispute resolution procedure
- You are not obliged to pursue a dispute with the Credit Union using its internal dispute resolution procedure. If you do use the internal dispute procedure, you may commence legal proceedings before, after or at the same time as using the internal dispute resolution procedure;
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The Credit Union’s participation in the internal dispute resolution procedures is not a waiver of any rights it may have under the law, or under any contract between you and the Credit Union. An example of a contract between you and the Credit Union may be a loan contract, a mortgage, a guarantee, the terms and conditions of an
account or the terms and conditions of a VISA debit card.
This form itself is not a contract between you and the Credit Union, and it is not enforceable against the Credit Union.
Click here to download the Dispute Summary and Complaint Form. The form can be delivered to your local branch, faxed (08 86451014), emailed to This e-mail address is being protected from spambots. You need JavaScript enabled to view it or posted free of charge to:
Alliance One Credit Union Ltd
Dispute Resolution Officer
Reply Paid 378
Whyalla SA 5600
