general assistance

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Savings Accounts Guide
Business and Community Accounts Guide
Junior Accounts Guide
Gold Class Account Guide
Summary of Accounts and Access Facilities

Rates & Fees

Saving & Investing Rates & Fees

Savings Interest Rates

FTD Interest Rates

Fees, Charges and Transaction Limits

Loans Rates & Fees

Loans Interest Rates

Loans Fees and Charges

Your Privacy

Summerland Credit Union cares about your privacy. It is important to us that you know how we collect, use, and disclose your personal information.

Our Privacy Notification describes what information we collect and why, how it’s used and to whom it’s disclosed. We also have a Privacy Policy that includes more details about what we do with your personal information. It also tells you what you can do if you have a problem with how we look after your information.

If you have any concerns, please see either the Privacy Notification or Privacy Policy for details on how to contact our Privacy Officer. 

Privacy Policy  
Banking Privacy Notification
Lending Privacy Notification
Privacy Notification for Prospective Guarantors

Customer Complaint Statement

Summerland Credit Union offers our customers an internal dispute resolution procedure that is:

• readily accessible; and
• free of charge

This explains the internal dispute resolution procedure at Summerland.

Let’s talk about it

The simplest way of solving a problem is to talk to someone about it.  If you are unhappy about something to do with a product or service, we’d like to hear about it.

Our staff are trained to efficiently and courteously deal with all types of problems.  So don’t hesitate to speak to our staff if something is troubling you.  We’d like to know about anything which affects the relationship you have with us.

Who do you complain to?

The first place you should take any complaint is to a member of our staff.  If at all possible, the problem will be resolved immediately.  However, if our staff member is unable to assist, please speak to a team leader or manager.  Our team leader or manager will try to resolve the matter by the next business day.

You may also make a complaint:

• using our Complaint service below
• by calling us on 1300 802 222
• by email at info@summerland.com.au

We will usually need your full name, contact details, a short description of your complaint and your desired resolution for us to help you. 

If you need some help, contact us using any of the above channels and we will try to assist you e.g. by connecting you with a translation service.

What happens when you make a complaint?

We aim to acknowledge your complaint within 1 business day.  When we do so, we will also let you know how you can obtain general feedback and progress/status reports of the complaint.

We will investigate your complaint and contact you if we need more information. 

When we complete our investigation, we will let you know the outcome. 

How your complaint may be resolved will depend on your complaint.

How will you notify me of the outcome?

We will ring or write to you notifying you of the outcome.  If this is not in your favour, we will write to you telling you:

• the reasons for the decision
• about the evidence we relied on in reaching our decision
• about the consequences of the decision for you
• about what further action you can take

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 team leader 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 14 days, although in more complex cases (e.g. a complaint about an overseas card transaction) we may need up to 30 days.  If this happens, we will write to you advising of this.

What further options do you have?

If you are not satisfied with the final outcome of your complaint, or if we fail to resolve your complaint within 30 days, you may pursue the matter further with the Australian Financial Complaints Authority.  You can submit a complaint to the Australian Financial Complaints Authority:

• on their website at afca.org.au
• by emailing them at info@afca.org.au
• in writing to:
  Australian Financial Complaints Authority Limited
  GPO Box 3
  Melbourne VIC  3001
• by calling them on 1800 931 678

Customer Complaint Form

Deceased Estates

The information below is designed to explain how Summerland can help you finalise the accounts and services of a deceased customer.

Process

The length of the process varies with the individual circumstances of the estate. We aim to finalise the deceased customer’s accounts and services as quickly as possible to provide you with the certainty you need.

1. You contact us, either in-branch, over the phone or by email and let us know of the customer’s passing. If you are the executor or next of kin acting for the estate, we will ask you to provide us with a postal address. If you have any documentation at this stage, such as a death certificate, we would appreciate if you brought that into a branch with you.
2. Summerland will send you a letter explaining what our requirements are for the release of funds.
3. You provide the required documentation and complete the necessary forms. You can drop them into a branch or post them to us.
4. Summerland will send you a letter and a cheque to finalise the deceased customer’s accounts.

Our Requirements

Our requirements vary depending on the circumstances. It is also our responsibility to make sure you are entitled to the deceased customer’s funds. Generally, we will require

1. a certified copy of the deceased customer’s death certificate;
2. a certified copy of the deceased customer’s will, if they had one;
3. a completed Statutory Declaration;
4. a completed Share Withdrawal Form;
5. a completed Withdrawal Slip;
6. your certified identification, using our Certification Form; and
7. in some circumstances we will require a certified copy of the Grant of Probate or Letters of Administration.

Forms

Claim for a Deceased Customer's Accounts

Website Disclaimer

Your use of this site constitutes your agreement to the following Terms of Use. We have taken all reasonable care in producing this website but we can't guarantee it has all the information you need to answer all your questions. For information and assistance, call us on 1300 802 222. All product information, rates, terms, conditions and other information is subject to change at any time without notice.

Data

The data on the site is provided solely for the use of the customers of Summerland Credit Union (Summerland). The content on this website is provided "as is". Summerland disclaims any and all warranties, express and implied to the extent permitted by law. Use of the content on this site is at the user's sole risk. Summerland will in no event be liable to any person or entity for any direct, indirect, consequential, incidental or other damages for any errors in the content on this site, or for the use of any content, including without limitation, damages for lost profits, business, data, or damage to any computer systems, even if you have advised Summerland of the possibility of such damages.

Information

The information on this site does not constitute financial, legal or any other advice except where general advice may be provided on financial products in which case we have not taken your financial circumstances, needs and objectives into account and you should consider these things before making any decisions.

Links to other sites

This site contains links to sites maintained by other organisations. We do not make any representation as to the accuracy of information contained on those sites and will not accept any responsibility for the accuracy, ownership or any other aspect of the information contained on those sites.

Copyright

Unless otherwise indicated, copyright of the information on this site is owned by Summerland. If you wish to reproduce any of the information on this site, please contact us and obtain our permission before doing so.

Network identity

We collect information which identifies, for each page accessed on our site and the network identity of the machine which has accessed it. We retain this usage information for the purposes of usage analysis to help us improve our services, to help diagnose problems with our server, and to administer our website. Access to and use of this information is restricted to authorised staff and our site administrators. No attempt will be made to identify users or their browsing activities. Nor will we disclose information which might identify individual machines.

Emails and newsletter subscription

If you provide us with your email address, we will record your email address, but will only use it for the purpose for which it was provided. It shall not be disclosed without your consent.

Cookies

Cookies are pieces of information a website can transfer to an individual's computer hard drive for record keeping. Cookies can make websites easier to use by storing information about your preferences on a particular site. When you revisit a site, it accesses the cookies it sent you earlier. A cookie can only store information that you provide. Summerland uses cookies for storing customer's preferences in Summerland's internet banking facility.

Use of information collected

Because we respect your right to privacy and your customers' privacy, we do not sell or rent the information gathered.

Security of information

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. Any access to and use of information is restricted to authorised staff and the site administrators. We attempt to provide a secure and reliable on-line environment, however you should be aware that there are inherent risks associated with the transmission of information via the internet. Alternative ways of obtaining or providing information are available if you wish to avoid any risk.

Website Analytics

To help us understand our webpage usage, the Summerland website uses reports provided by Google Analytics, a service which sends website traffic data to Google servers in the United States. Google Analytics does not collect any data which can be used to identify individual users, nor does it associate your IP address with any other data held by Google.

To opt-out of Google’s tracking services, you can use the Opt-out Browser addon provided by Google.

Google’s Privacy Policy.

AdRoll

To help us more effectively advertise to existing and potential customers, Summerland makes use of AdRoll’s remarketing service. Via the use of cookies and a tracking pixel, AdRoll tracks when visitors to our site visit certain pages.  This information may be used to build a profile of your interests and show you relevant advertisements on other sites. 

Please check AdRoll’s Privacy Notice to find out more.

Find out how to opt out of personalised marketing here.

Remove/Change/Modify information

This site allows users to remove, change or modify information previously provided. Users can do this by sending an email to Summerland.

Links

This site contains links to other sites. Summerland is not responsible for the privacy practices or the content of other websites. When you access such other sites you must comply with their Privacy Policy.

Contacting Summerland

If you wish to access your personal information or have any questions about this privacy statement, the practices of this site, or your dealings with this website, you can contact us.