Erickson Credit Union Logo
Prairie Pride Credit Union
 
 
Announcements


QUICK LINKS

 

Complaint Handling (Problem Resolution)



The credit union has a published complaint handling policy endorsed by the credit union’s board of directors formalizing its commitment to the complaint handling process.
We will prominently post the availability and accessibility of the process for resolving complaints on our website. We will also provide you with information about the process for resolving complaints at the time they arise.
We are participants in the Ombudsman for Banking Services and Investments (OBSI) and the Centre for the Financial Services OmbudsNetwork (CFSON). The OBSI is an external organization that is available to settle financial services complaints if they cannot be settled through the financial service provider’s internal complaint handling process.
The CFSON provides Canadian financial services to consumers with a single-window access to high quality, independent, impartial and effective complaint resolution services in banking, life and health insurance, general insurance, securities and mutual fund industries.
The details of the credit union’s three step complaint handling process are as follows:

 
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 Complaint Officer; and
• accessible via toll free telephone #, e-mail, in person, or in writing.
 

Step 2: Provincial Credit Union Ombudsman
Consistent with industry standards, the credit union system has established the Office of the Ombudsman to help with matters that remain unresolved. If you feel your problem is unresolved after dealing with the credit union, you may contact the Office of the Ombudsman. The Ombudsman process will be:
• free of charge;
• in keeping with industry ombudservice standards for an industry level complaint handling process; the standards reflect the principles of knowledge, fairness, impartiality, confidentiality, objectivity and independence;
• administered to ensure complaints are treated fairly and consistently in a timely and courteous manner;
• available to you by contacting SaskCentral and asking for the SaskCentral Ombudsman; and
• accessible via phone, e-mail, in person or in writing.
 
SaskCentral Ombudsman
2055 Albert Street
P.O. Box 3030
Regina, SK S4P 3G8
Telephone: (306) 566-7670
Fax: (306) 566-1659
E-mail: ombudsman@saskcentral.com

 
Step 3: Ombudsman for Banking Services and Investments
Consistent with industry standards, the credit union system has joined the Ombudsman for Banking Services and Investments (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 and the Office of the Ombudsman, you may contact the OBSI.
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 with the principles of knowledge, fairness and impartiality, confidentiality, objectivity and independence;
• governed by a separate board of directors whose members include a majority of independent directors; and
• available to you by contacting the Ombudsman for Banking Services and Investments or the Centre for the Financial Services OmbudsNetwork.
 
Ombudsman for Banking Services and Investments
401 Bay Street, Suite 1505
P.O. Box 5
Station Adelaide
Toronto, ON M5H 2Y4
Toll Free Telephone: 1-888-451-4519
Toll-Free Fax: 1-888-422-2865
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca
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 or ombudsman and there is no provision for the award of costs to solicitors or other professionals.
 
Copyright © Prairie Pride Credit Union, 2012. All rights reserved    |   Terms of Use   |   Intranet Site    |    Site Directory