Increase font size Decrease font size

Attention: open in a new window. Print

Dispute Resolution

At Maitland Mutual Building Society Limited (The Mutual) it is our intention to ensure we offer the best service and products to our members. If you feel at any time that we have failed to meet our obligation to you in some way, or if you are dissatisfied with a product or service, then you should tell us promptly.

To assist you in making your complaint and resolving disputes, The Mutual has developed a Complaints and Dispute Resolution Process.

What to do if you have a complaint?

What is a complaint?

A complaint arises if a member provides a verbal or written expression of dissatisfaction about a  product or service provided or to be provided by The Mutual.

Our Complaints Handling process:

If you have a complaint with us contact us immediately through your choice of the following:

  • Through your nearest branch of The Mutual, or
  • Phone 1300 688 825, or
  • Email complaints@themutual.com.au, or
  • Write to us through our website www.themutual.com.au or post your complaint to:

Member Relations Manager
Maitland Mutual Building Society Limited
PO Box 50
MAITLAND NSW 2320

 

In most cases your complaint can be settled to your satisfaction by simply making us aware of the issue. If our staff member is unable to assist you in resolving your complaint they will refer your complaint to a senior staff member or manager.

 

What to do if you have a dispute with us.

What is a dispute?

A dispute arises if you are not satisfied with our response to your complaint about a product or service provided or to be provided by The Mutual.

Our dispute resolution process.
To assist members in the resolution of disputes, The Mutual offers two types of Dispute Resolution Processes:

  • an internal dispute resolution process
  • an external dispute resolution process

Both processes are free of charge and are designed to assist you.

Internal dispute resolution

If  staff member is unable to resolve the complaint to your satisfaction it will be referred to our Member Relations Manager (the Mutual staff member with the authority to resolve disputes) who will acknowledge receipt of your complaint and ensure it is fully investigated.

As soon as possible, but within 21 days of receiving your dispute, we will write to you advising the result of our investigation or advise if more time is required to complete the investigation.

In all but exceptional cases, we will resolve your dispute within 45 days and advise you of our decision and any action to be taken. Our letter advising you of the outcome of the investigation will also advise that if you are not satisfied with the outcome, you will be entitled to access our External Dispute Resolution process.

External dispute resolution

Should The Mutual be unable to resolve your complaint to your complete satisfaction, you may choose to pursue the matter further with the Australian Financial Complaints Authority - AFCA. This scheme provides an external and impartial procedure, which is available to you free of charge.

To contact the Australian Financial Compliants Authority - AFCA:
Postal Address: GPO Box 3 Melbourne Vic 3001
Phone: 1800 931 678 (local call anywhere in Australia)

Email: Info@afca.org.au
Website: www.afca.org.au

 

Questions?

If you have any questions, please contact us