What to do if you want to make a complaint

Be prepared

Before you contact us, gather any documentation that can help clarify your concern. Be clear about your complaint and what you would like us to do.

Contact us

Call 138 001 to talk to a staff member from the MyState Financial Service Centre. If the staff member can't resolve the problem to your satisfaction, ask to discuss it with the Service Centre Manager.

You can also call into your nearest MyState Financial Branch. In most situations the Service Consultant or Personal Adviser will be able to resolve the matter at that time. If they can't resolve the problem to your satisfaction, ask to discuss it with the Branch Manager.

You can also email your complaint or concern to: mycomplaint@mystate.com.au.

Put it in writing

If the complaint cannot be verbally and immediately resolved by phone or in person at an Service Centre, we will ask you to complete a Member Complaint Form or provide us with a letter. Relevant documentation should be included so that your complaint can be dealt with as quickly as possible. A Member Complaint Form is available at any MyState Financial Service Centre or by calling 138 001. You can send your complaint in an envelope marked:

Complaints Officer
MyState Financial
GPO Box 1274
HOBART TAS 7001

What you can expect from us

Our aim is to respond to your complaint promptly and resolve it quickly. This can often be done when you first contact us, either by phone or in person at a MyState Financial Service Centre.

If this can't be achieved, you should make your complaint in writing. After receiving your complaint, we will either resolve the problem with a written response within 21 working days or write to you advising that it will take longer. In no cases will we allow a complaint to remain unresolved without a written response longer than 45 working days.

In very rare cases, everyone's best efforts may still not be able to resolve a complaint. If this happens, you can ask for the issue to be reviewed by an Executive Manager of MyState Financial.

Dispute Moderator

If you remain dissatisfied with our response, you may also seek the free and independent moderation services of the external Credit Union Dispute Resolution Centre. The service is available by writing to the:

Dispute Resolution Officer
Credit Union Dispute Resolution Centre
Level 6, 50 Park Street, SYDNEY NSW 2000
or by telephone on 1800 624 241

The Dispute Resolution Officer will gather all the necessary evidence and appoint an independent solicitor to act as Dispute Moderator. The Dispute Moderator has the jurisdiction to hear and resolve the dispute and in the process will act according to the law, the Credit Union Code of Practice and what is fair in the circumstances. MyState Financial will be bound by whatever the Dispute Moderator decides. Up to this stage the service is free to MyState Financial members.

You however are not bound by the Dispute Moderator's determination and can ultimately take the matter to court if you wish. Alternatively, you may wish to contact the Small Claims Tribunal of Consumer Affairs.

Card transactions only

Should your complaint involve the use of a card through an ATM or EFTPOS outlet, this complaint will be governed by the industry EFT Code of Conduct. Should this be the situation, and the complaint cannot be resolved internally by MyState Financial, your complaint can be referred to the external Dispute Moderator.

NOTE: Product and services refer to the deposit, loan or other facility provided by the Credit Union to a member, wholly or exclusively for his or her personal, domestic or household purposes, but does not include:

• a service in relation to a bill of exchange
• an insurance or financial planning service - a travel service, or
• the provision of credit to a member (that arises from the withdrawal of more than the available funds in a member's account) without the prior approval of MyState Financial.

To find out more, call MyState Financial on 138 001, or visit your nearest branch.