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Coastline's Dispute Resolution Policy

Coastline Credit Union offers our members an internal dispute resolution procedure that is:
• readily accessible; and
• free of charge

The information below explains the internal dispute resolution procedure at Coastline Credit Union, follow these easy steps.

1. LETS TALK ABOUT IT

The simplest way to solve a problem is to talk to us. If you are unhappy about a product or service, we'd like to hear about it!

Our Staff are trained to deal with all types of problems efficiently and courteously. So don't hesitate to speak to our staff if something is troubling you. Our relationship with you is important to us!

2. WHO DO YOU COMPLAIN TO?

Our friendly staff should be your first point of contact. Where possible, the problem will be resolved immediately. However, the complaint may be escalated and the supervisor will try to resolve the matter by the next business day.

Alternative points of contact include:

  • www.coastline.com.au
  • 1300 361 066
  • feedback@coastline.com.au

We require your full name, contact details, a short description of your complaint and your desired resolution. 

3. WHAT HAPPENS WHEN YOU MAKE A COMPLAINT?

We aim to acknowledge your complaint within l business day. Throughout the investigation process we will advise you on the general feedback, progress/status of the complaint. You may be contacted if further information is required. Once the investigation progress is completed you will be notified of the outcome.

4. HOW WILL YOU NOTIFY ME OF THE OUTCOME?

You will be notified of the outcome via phone or written communication regarding the following:

• the reason for the decision
• evidence used to reach the decision
• the consequences of the decision
• What further action you may take

5. HOW LONG WILL IT TAKE?

Frequently, complaints are simple cases of confusion or misunderstanding which can be sorted out to everybody’s satisfaction very quickly. However, not all complaints can be dealt with quickly. Our supervisor or manager will advise you if he or she is unable to resolve your complaint by the next business day. Our aim is to have your complaint resolved within 21 days, although in more complex cases (e.g. a complaint about a card transaction overseas) we may need up to 30 days. If this happens, we will write to you advising of this. 

6. WHAT FURTHER OPTIONS DO YOU HAVE?

If you are not satisfied with the outcome of your complaint, or if we fail to resolve your complaint within 30 days, you may submit a complaint to the Australian Financial Complaints Authority via:

  • www.afca.org.au
  • info@afca.org.au
  • Australian Financial Complaints Authority Limited, GPO Box 3 Melbourne VIC 3001
  • 1800 931 678