Quick and effective ways to resolve any concern or complaint you may have.
We offer customers and the general public access to an established complaints and dispute resolution system which focuses on dealing with issues efficiently, sympathetically and in a timely manner.
Complaints can be lodged either verbally or in writing to any WAW staff member or alternatively contact our Complaints Officer at: PO Box 568, Wodonga 3689 Phone: 1300 368 555 Email: info@wawcu.com.au. We provide specific information on our Internal Dispute Resolution procedures on in our Products and Services Terms and Conditions booklet which is also available at any of our Service Centres. Download our Internal Dispute Resolutions Procedures Document.
If you are not satisfied with the way in which we have resolved your complaint, or if we do not respond speedily, you may refer the complaint to an external and independent dispute resolution (EDR) scheme. Financial services EDR schemes are independent bodies with the power to investigate disputes against scheme members, and to make decisions that are binding on their members. The EDR scheme must act in a way that is fair to all the parties. The scheme is free to our customers. WAW’s EDR Scheme: WAW Credit Union subscribes to the Australian Financial Complaints Authority (AFCA) to provide our EDR scheme. AFCA can be contacted at: GPO Box 3, Melbourne, 3001 Phone 1800 931 678 Fax 03 9613 6399 Email info@afca.org.au Website www.afca.org.au.
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