In the interest of maintaining member satisfaction, Karpaty Credit Union have established procedures for resolving any complaint(s) that may arise in respect of any product or service we provide.

Internal Dispute Resolution

Under the Credit Union Code of Practice, we are required to offer you an internal dispute resolution procedure that is readily accessible to Members and free of charge.

If you are still not satisfied after raising your complaint with staff, ask to speak to the Dispute Resolution Officer.(Karpaty has nominated the General Manager as the Dispute Resolution officer).

The Dispute Resolution Officer has a wide range of powers to fully investigate and resolve disputes and is available to help you. They will also provide details of the free, independent, external dispute resolution process available to you if you are still.

Dispute Resolution

Karpaty Ukrainian Credit Union Limited proudly supports the Credit Union Code of Practice and the Credit Union Dispute Resolution Centre (CUDRC) resolution scheme.

If you are not satisfied with the outcome of any complaint that has been put to the Credit Union you can file a complaint to the CUDRC. The type of information that they require is:
- your name, address, and telephone number
- your Credit Union name and your account number(s);
- a brief description of your complaint; and
- a brief statement as to how you want your complaint resolved.

The CUDRC will investigate your complaint, if it falls within their jurisdiction and facilitate a negotiated settlement, if possible. There is no cost to you for the services provided by the CUDRC and you can withdraw form the dispute resolution process at any time. Broadly, the CUDRC should be able to help you if your complaint concerns:

- withdrawal or deposit errors;
- unauthorised transactions;
- ATM or EFTPOS malfunctions;
- incorrect application of fees and charges;
= delays of other contractual issues; or
- any other breach of the Credit Union Code of Practice or the Electronic Funds Transfer Code.

The CUDRC cannot look into your complaint if it concerns a credit union product or service prior to 1 November 1996 or if the amount of your claim exceeds $100,000. Further, the CUDRC cannot look into your complaint if it concerns a commercial decision by your credit union about lending, general interest rates or branch closures. A separate brochure is available upon request at our branches concerning the dispute resolution process.

Karpaty Credit Union reminds all members that you should in the first instance contact the Credit Union to have your problem resolved.