Got a Complaint?

Members are the most important people in the credit union, building society and mutual bank sector and their needs and rights are our highest priority.

Credit union, building society and mutual bank members can carry out their financial transactions safe in the knowledge credit unions are subject to the same rules, regulations and legal standards as the big banks.

Credit unions, building societies and mutual banks are Authorised Deposit-Taking Institutions (ADIs) regulated under the Banking Act 1959 by the Australian Prudential Regulation Authority (APRA), and the Corporations Act 2001, by the Australian Securities and Investment Commission (ASIC).

As well as offering financial services, credit unions, building societies and mutual banks provide information and advice to help their members. You can get more information about a range of services, from budgeting to buying a property from our Take Control booklets.

Customer satisfaction surveys consistently show that credit union, building society and mutual bank members are happy with the products and services they receive, and most would recommend their credit union, building society or mutual bank to friends and colleagues.

All credit unions, building societies and mutual banks are members of an external dispute resolution (EDR) scheme approved by ASIC. If something does go wrong, and you have a complaint about your credit union or building society, you should first raise that complaint with your credit union or building society. If you are unhappy with their response to your complaint, you can then raise your complaint with the appropriate EDR scheme.

To find out which EDR scheme to contact, ask your credit union, building society or mutual bank. Alternatively, you can contact the EDR schemes direct as follows: