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 efficient 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 - Ombudsman for Banking Services and Investments
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 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 f or Banking Services and Investments.
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