Compliments and Feedback
Have you had a positive experience?
We love to pass on your compliments and positive feedback to our team. So, let us know if someone has made your experience with Police Credit Union positive, easier, faster or special for you.
Tell us about your compliment using one of the options below:
- Call us 1300 131 844
- Email us [email protected]
- Visit us at your local branch
- Send us a secure message using the Inbox in Online Banking or our Banking App (you’ll need to be registered and logged in)
- Request a call back
Complaints
We’re here to listen.
Our goal is to deliver a customer experience that is second to none, so it’s important for us to know if we have not met your expectations.
If you need to raise concerns with us, or are unhappy with how we’ve handled something, you can:
- Call us 1300 131 844
- Visit us at your local branch
- Send us a secure message using the Inbox in Online Banking or our Banking App (you’ll need to be registered and logged in)
- Request a call back
You can also download our Guide to Feedback and Complaints Resolution – Improving your Experience with Police Credit Union for more information.
When contacting us, please ensure to include the below:
- Your name and preferred contact details
- What has happened and what you believe can be done to fix it
Our aim is to resolve issues quickly and effectively. By giving us as much information as possible, you’ll be helping us resolve things faster.
Who will help?
While we will try to resolve your complaint on the spot, if you believe the issue still hasn’t been resolved, you can contact our dedicated Dispute Resolution Officer.
Email: [email protected]
Post: Dispute Resolution Officer, Police Credit Union, PO Box 6074, Halifax Street Post Office, Adelaide SA 5000.
How long will it take?
Our Dispute Resolution Officer will investigate your complaint or feedback, complete a full review and respond to you, usually within 21 days. If we need longer than this, we will provide you with regular progress updates and if further information is needed, we will always let you know.
What if I am unhappy with the resolution?
If you’re not satisfied with our response or handling of the complaint, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides free and independent complaint resolution service to individuals and small business customers who are unable to resolve their complaint with Police Credit Union directly.
Online: www.afca.org.au
Email: [email protected]
Phone: 1800 931 678 (free call)
Post: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
Time limits may apply when lodging a complaint to AFCA, so you should act promptly. Visit the AFCA website to find out more.
How to contact us
Call:
- Phone: 1300 131 844
- Overseas: +61 8 8208 5761
- Fax: 08 8208 5789
Email:
For general enquiries: [email protected]
For disputes and complaints: [email protected]
Post:
PO Box 6074, Halifax Street PO, Adelaide SA 5000