Complaint Handling

(Problem Resolution)

Step 1: Your Credit Union

If the member has an unresolved complaint or concern, they should contact the credit union by phone, e-mail, in person, or in writing and ask for the Compliance Officer or employee that handles unresolved complaints. This process will be free of charge, and in accordance with industry complaint handling standards for an internal dispute resolution process. The complaint will be handled with timeliness, courtesy, clarity, accuracy and consistency.

If the member is not satisfied with the credit union’s response to the complaint, the member can escalate with the Ombudsman for Banking Services and Investments.

Step 2: Ombudsman for Banking Services and Investments (OBSI)

Consistent with industry standards, the credit union system hasjoined the OBSI, which is an external impartial organization that helps with matters that have not been resolved to members satisfaction. 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 and reflects a commitment to a consumer-oriented approach to complaint handling including timeliness, courtesy, clarity, accuracy and consistency. OBSI follows the principles of knowledge, fairness and impartiality, confidentiality, objectivity and independence. They are governed by a separate board of directors. This process is available to members by contacting:

Ombudsman for Banking Services and Investments 
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto,ONM5H3R3
Toll Free Telephone: 1-888-451-4519 
Toll-Free Fax: 1-888-422-2865
Website: www.obsi.ca