We care about your privacy. It is important to us that you know how we collect, use, and disclose your personal information.
We are committed to the integrity, availability and confidentiality of your financial resources. As part of this commitment we have outlined a number of general safety tips that we recommend you practice to keep your transactions safe.
To guard against unauthorised use, it is important that you protect your password in the following ways:
- Keep your password secure and protected;
- Keep only one record of your password;
- Keep any records of your password, Membership number, and confidential identification details separate and apart from each other;
- Do not tell any person your password;
- Do not allow any person to watch you enter, or hear your password;
- Be aware that Summerland would never ask you to tell us your password;
- Never respond to unsolicited email requests to change your password;
- Change your password on a regular basis;
- Do not use your date of birth, part of your telephone number or other series of numbers which others may easily guess;
- Never write your password in any manner that will result in the numbers of your password appearing in the same sequence as you would key them in when using Internet Banking or Telephone Banking;
- Refrain from simply reversing the number sequence of your password or recording it as a series of numbers with the actual numbers of your password circled, marked or highlighted in any manner;
- Keep antivirus software and firewalls up to date;
- When finished, use the Log Off button to exit Internet Banking or hang up your phone after using Telephone Banking.
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 263 263 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 Financial Ombudsman Service (FOS). 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
GPO Box 3, Melbourne VIC 3001
Phone 1300 780 808
Fax 03 9613 6399
GPO Box 5218 Sydney NSW 2001
Phone 1300 363 992
Fax 02 9284 9666
The complaints and dispute resolution process steps
- Your complaint
- Branch Banking Advisor
- Dispute Resolution Officer
- Financial Ombudsman Service
Prior to lodging a dispute with the Financial Ombudsman Service, 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.
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 .
Customer Complaint Form
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.
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.
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.
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.
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.
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.
This site allows users to remove, change or modify information previously provided. Users can do this by sending an email to 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.
Download the Customer Owned Banking Code of Practice