What you need to know about Resolving Problems
What Is Our Commitment to You?
Developing and fostering long-term relationships is the foundation of our commitment to service. The credit union and our employees have always been committed to delivering a high quality of service to members and non-member customers. Our Market Code builds on this commitment by identifying the standards we embrace as an organization, the way we conduct ourselves and how we will continue to treat you as we work to maintain your trust, while living out our co-operatives values.
Naturally, we hope you are happy with the service we provide. However, we know that things can sometimes go wrong. As part of the Market Code, we have implemented a formal complaint handling process to deal with these situations. If you have a concern or a complaint about the service we provide or the product lines we offer, we want to hear from you. If we get things wrong – it is important that you tell us so we can try to make matters right. This also helps us to improve our service in the future.
Our Process for Resolving your Complaints
We want to handle your complaint in the most effisient and professional manner possible. If you have a concern or problem of any sort, we encourage you to follow the steps below:
Step 1- Your Credit Union, Start at the Source and Gather Your Facts
It is generally easier to check the facts and resolve a problem where it originated. This may mean a quick phone call or visit to the office.
Before you call or come in with a complaint, put together any relevant paperwork. Try to pinpoint the date when the problem arose. Get the names of any staff members involved and finally, get a clear picture in your mind of what the circumstances were – and what you’d like us to do.
If the issue is complicated, it may be best to send a written complaint detailing the issue. Always document the names of people you talk to, including times, dates and outcomes of the discussions. Taking these steps will assure that your concerns are addressed in a fair, effective and prompt manner.
Once you have this information prepared, call or visit the employee you dealt with. If the employee you approach cannot help you resolve your problem, ask to speak to the Manager or Senior Personnel. They will have the authority to resolve most problems right away. The sooner you contact the appropriate person, the sooner they can begin working on a solution.
If you’re still not satisfied, get in touch with the credit union Ombudsman.
Edam Credit Union Compliance Officer (Complaint Handling)
Wanda Mosimann, Office Manager
PO Box 68
Step 2 - SaskCentral Ombudsman
Disputes that remain unresolved after being reviewed by the credit union, can be escalated to the SaskCentral Ombudsman. The SaskCentral Ombudsman seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the complainant or the credit union when investigating disputes. This service is free of charge to the complainant but there is no provision for the award of costs to solicitors or other professionals and recommendations are not binding on credit unions.
P.O. Box 3030
2055 Albert Street
Regina, SK S4P 3G8
Step 3 - Ombudsman for Banking Services and Investments
Certain disputes that remain unresolved after being reviewed by the SaskCentral Ombudsman can be forwarded to the Ombudsman for Banking Services and Investments (OBSI).
The OBSI is available to settle certain complaints that cannot be settled through the internal complaints handing process. The OBSI is an independent federal organization that investigates customer complaints against financial services providers, including banks, credit unions and other deposit-taking organizations, investment dealers, mutual fund dealers and mutual fund companies. This service is also free of charge.
Ombudsman for Banking Services and Investment
401 Bay Street
Suite 1505, P.O. Box 5,
Toronto, Ontario M5H 2Y4
Toll-free Fax: 1-888-422-2865
What our Members can Expect
- There will be commitment at all levels of the organization to the fair and effective resolution of complaints
- The complaint handling process will be easy to access, understand and use
- The complaint handling process will be responsive and provide complainants with final responses within a reasonable period of time
- The complaint handling process will provide fair treatment and ensure complaints are reviewed in a fair and balanced manner