general assistance
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
At Summerland, it is our philosophy to ensure that we offer you the best service and products. 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.
As a customer-focused organisation, we are keen to address your complaint in a prompt, efficient and timely manner. To assist you in making your complaint Summerland has developed a Complaints and Dispute Resolution Process.
What is a complaint?
A complaint arises if a customer provides a verbal or written expression of dissatisfaction about a credit union product or service.
Our complaints process
In most cases your complaint can be settled to your satisfaction by simply making us aware of the issue. To make your complaint known, you can advise us by telling our branch staff, or by notifying us by telephone, in writing or by sending a facsimile or e-mail. If our branch staff are unable to assist you to resolve your complaint they will refer your complaint to a senior staff member or manager.
We will attend to your request immediately once it is received and a letter acknowledging our receipt of your complaint will be sent out to you, usually within two days. We will also advise you in writing of the procedures for investigating and handling your complaint.
As soon as possible, but within 21 days of receiving your complaint, 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 complaint within 45 days and advise you of our decision and any action to be taken.
What is a dispute?
A dispute arises if you are not satisfied with our response to your initial complaint about one of our credit union products or services.
Our dispute resolution process
To assist customers in the resolution of disputes, Summerland offers two types of Dispute Resolution Processes;
- an internal dispute resolution process and
- an external dispute resolution process.
Both processes are free of charge and are designed to assist you.
Internal dispute resolution
If our staff are unable to resolve your complaint to your satisfaction, you may then wish to contact our Dispute Resolution Officer on 1300 802 222 or, alternatively, you may complete our Customer Complaint form, available from any of our branches upon request or you may contact us online via our website.
Your complaint will be recorded in our Complaints Register and will be passed on to our Dispute Resolution Officer, a staff member of Summerland Credit Union, who has the authority to resolve your dispute on behalf of the credit union. The Dispute Resolution Officer will ensure that your request is fully investigated.
Our letter advising you of the outcome of the investigation will also advise that if you are not happy with the outcome, you will be entitled to access the External Dispute Resolution process.
External dispute resolution
Should Summerland be unable to resolve your complaint to your complete satisfaction, you may choose to pursue the matter further with the Australian Financial Complaints Authority, or AFCA. This scheme is an external and impartial procedure, which is available to you free of charge. If your dispute involves privacy issues and has not been resolved to your satisfaction you will be referred to the Privacy Commissioner.
How to Contact
AFCAGPO Box 3, Melbourne VIC 3001 Phone 1800 931 678 email info@afca.org.au Web www.afca.org.au |
Privacy CommissionerGPO Box 5218 Sydney NSW 2001 Phone 1300 363 992 Fax 02 9284 9666 Web www.oaic.gov.au |
The complaints and dispute resolution process steps
- Your complaint
- Branch Member Relationship Officer
- Manager
- Dispute Resolution Officer
- Financial Ombudsman Service
Further information
Prior to lodging a dispute with the Australian Financial Complaints Authority, Summerland should be given the opportunity to resolve the issue with you using our internal dispute resolution process.
Should you elect to use the internal dispute resolution procedure, you may commence legal proceedings before, during or after utilising our internal processes.
Summerland Credit Union’s participation in the internal dispute resolution procedure is not a waiver of any rights we may have under the law, or under any contract between you and Summerland Credit Union. An example of a contract between you and Summerland Credit Union may be a loan contract, a mortgage, a guarantee, the terms and conditions of an account or the terms and conditions of a Visa card or eftpos card.
This information itself does not constitute a contract between you and Summerland Credit Union, and it is not enforceable against Summerland Credit Union.
Privacy
In receiving, investigating and deciding on a complaint and in the recording of information for reporting purposes, Summerland Credit Union will respect your privacy by complying with our obligations under the Privacy Act 1988. A copy of the Privacy Statement is available here.
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.
- 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.
- Summerland will send you a letter explaining what our requirements are for the release of funds.
- You provide the required documentation and complete the necessary forms. You can drop them into a branch or post them to us.
- 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
- a certified copy of the deceased customer’s death certificate;
- a certified copy of the deceased customer’s will, if they had one;
- a completed Statutory Declaration;
- a completed Share Withdrawal Form;
- a completed Withdrawal Slip;
- your certified identification, using our Certification Form; and
- in some circumstances we will require a certified copy of the Grant of Probate or Letters of Administration.
Forms
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.
Privacy Statement
This statement sets out Summerland's policies relating to the privacy and security of your personal information and the personal information provided by you about your customers. It discloses our information collecting and use and disclosure practices for this website.
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.
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.
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