Step 1: Your Credit Union
If you have a complaint or concern, the first place to make it known is at the credit union. This process will be:
- free of charge;
- in accordance with industry complaint handling standards for an internal dispute resolution process. The standards reflect a commitment to a consumer-oriented approach to complaint handling and redress including accessibility, timeliness, courtesy, clarity, accuracy and consistency.
- available to you by contacting the credit union and asking for the Compliance Officer or employee that handles complaints and
- accessible via telephone #, e-mail, in person, or in writing.
Consistent with industry standards, the credit union system has joined the OBSI, which is an external impartial organization that helps with matters that have not been resolved to your satisfaction. If you are dissatisfied after dealing with your credit union, you may contact the OBSI.
The OBSI will engage with the credit union’s designated complaint handling contact, request documents from the credit union, and interview as required.
This external complaint handling process will be:
- free of charge;
- reflect a commitment to a consumer-oriented approach to complaint handling including accessibility, timeliness, courtesy, clarity, accuracy and consistency;
- in accordance ith the principles of knowledge, fairness and impartiality, confidentiality, objectivity and independence;
- governed by a seperate board of directors whose members include a majority of independent directors; and
- available to you by contacting the Ombudsman for Banking Services and Investments.
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON M5H2Y4
Toll Free Telephone: 1-888-451-4519
Toll-Free Fax: 1-888-422-2865
Free of charge – a fee will not be charged to cover the costs incurred in dealing with a complaint. Expenses incurred by the consumer are not funded by the credit union and there is no provision for the award of costs to solicitors or other professionals.