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RESOLVING PROBLEMS What is our
commitment to you? Developing and fostering
long-term relationships is the foundation of our commitment to service. The
credit union and our employees have always been committed to delivering a high
quality of service to members and clients. Our Market Code builds on this
commitment by identifying the standards we embrace as an organization, the way
we conduct ourselves and how we will continue to treat you as we work to
maintain your trust, while living out our co-operative values. Naturally, we hope you are
happy with the service we provide; however, we know that things can sometimes
go wrong. As part of the Market Code, we have implemented a formal complaint
handling process to deal with these situations. If you have a concern or a
complaint about the service we provide or the product lines we offer, we
want to hear from you. If we get things wrong, it is important that you
tell us so we can try to make matters right. This also helps us to improve our
service in the future. If you have any
questions, complaints or concerns about your dealings with the credit union, please
let us know by following the process outlined below: Step 1 - Talk to the staff at your credit union. It’s
easiest to check facts and make corrections at the place where the problem
started - your credit union, your investment advisor, your insurance agent,
etc. - make that your first step. You can do this in person, by telephone, or
in writing. Usually the problem can be sorted out at this stage. Before
you call or come in, put together any relevant paperwork, try to pinpoint the
date when the problem arose, get the names of any staff members involved and
the outcomes of your discussions, and get a clear picture in your mind of what
the circumstances were - and what you’d like us to do. If the issue is complicated,
it may be best to bring a written complaint detailing the issue. If
you find that you require further assistance, ask to speak to the Business
Relationship Manager (BRM) of your branch. The BRM will consider the
information you provide and will try to satisfactorily resolve the matter. If
the employee you approach cannot help you resolve things, obtain and fill out a
complaint form available from your credit union branch and address the envelope
to our Chief Executive Officer, Jim Thiessen. You can have your branch send it
by courier, deliver it to the CEO at the Administration Office in Melfort, or
mail it to the following address: Advantage
Credit Union Administration
Office Attention:
Jim Thiessen, CEO Step 2 - SaskCentral Ombudsman After
the CEO considers your information and responds to your issue, if you are still
not happy, you can contact your credit union system ombudsman. The SaskCentral
ombudsman 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, but there is no
provision for the award of costs to solicitors or other professionals and
recommendations are not binding on credit unions. Contact information is found
below: Office
of the Ombudsman SaskCentral Telephone:
(306) 566-7670 Fax:
(306) 566-1372 E-mail: ombudsman@saskcentral.com Step 3 - Ombudsman for Banking Services and
Investments (OBSI) For
disputes that are still unresolved through the internal complaint handling
process, the final escalation step is to the Ombudsman for Banking Services and
Investments (OBSI). The OBSI is an independent federal dispute resolution body
of which the Ombudsman
for Banking Services and Investments Toll-Free
Telephone: 1-888-451-4519 Toll-Free
Fax: 1-888-422-2865 E-mail: ombudsman@obsi.ca Web
site: www.obsi.ca Note: The Ombudsman does not investigate complaints
about credit decisions, service fees, interest rates and other matters of
general policy, but will consider fairness to consumers in the context of the
policies of the credit union and its legal obligations. The Ombudsman also does
not investigate issues that are in litigation or matters outstanding more than
six months from the date of the last correspondence with the credit union (or
credit union ombudsman). Our commitment to you is that
your concern or complaint will be handled in a manner that is fair, courteous
and timely. For more information on the credit union complaint handling process
or the Market Code, please contact any branch of Advantage Credit Union or
e-mail us at reachus@advantage.cu.sk.ca.
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