effective 1st October, 2010
What is a dispute?
A dispute arises if you make a complaint to Unicredit about a Unicredit product or service, and you are not satisfied with the response that you receive.
Internal dispute resolution procedure
You should be aware of the following regarding Unicredit’s internal dispute resolution procedure:
- You are not obliged to pursue a dispute with Unicredit using its internal dispute resolution procedure. If you do use the internal dispute resolution procedure, you may commence legal proceedings before, after or at the same time as using the internal dispute resolution procedure;
- Unicredit’s participation in the internal dispute resolution procedure is not a waiver of any rights it may have under the law, or under any contract between you and Unicredit. An example of a contract between you and Unicredit may be a loan contract, a mortgage, a guarantee, the terms and conditions of an account or the terms and conditions of use for a Visa Card or Redicard;
- This procedure itself is not a contract between you and Unicredit, and it is not enforceable against Unicredit.
How to request resolution of a dispute
Transaction Accounts, Savings Accounts and Term Deposits
You should speak to a Member Service Officer at Unicredit about the dispute. The Member Service Officer will endeavour to resolve your dispute on behalf of Unicredit. In the event that the Member Services Officer cannot resolve your dispute, the dispute will be referred to the Operations Manager.
The Operations Manager will endeavour to resolve your dispute on behalf of Unicredit. In the event that the Operations Manager cannot resolve your dispute, he or she will promptly notify you in writing of, and give the reasons for, the outcome and provide the contact details for our external dispute resolution centre - The Financial Ombudsman Service. The Operations Manager will normally deal with a dispute within one month of receiving the complaint.
The Financial Ombudsman Service is an independent body who will review the circumstances of the dispute and make a determination. There is no cost to you for using this scheme.
Lending / Collections
including hardship variation, postponement of enforcement proceedings, and default notices
You should speak to a Lending Consultant at Unicredit about the dispute. The Lending Consultant will endeavour to resolve your dispute on behalf of Unicredit. In the event that they cannot resolve your dispute, the dispute will be referred to the Lending and Collections Executive Manager.
The Lending and Collections Executive Manager will endeavour to resolve your dispute on behalf of Unicredit. In the event that the Lending and Collections Executive Manager cannot resolve your dispute, he or she will promptly notify you in writing of, and give the reasons for, the outcome and provide the contact details for our external dispute resolution centre - The Financial Ombudsman Service. The Lending and Collections Executive Manager will deal with the dispute within the prescribed statutory time-frame.
The Financial Ombudsman Service is an independent body who will review the circumstances of the dispute and make a determination. There is no cost to you for using this scheme.
Financial Ombudsman Service
GPO Box 3, Melbourne, Victoria 3001
tel 1300 780 808 (Free call)
fax (03) 9613 6399
email info@fos.org.au
web www.fos.org.au
If you have any queries regarding the information in this guide, or the Society in general, please visit any of our branches or contact us at:
The University Credit Society Ltd
PO Box 3200 Nedlands WA 6009
T (08) 9389 1011 F (08) 9389 8407
enquiries@unicredit.com.au
www.unicredit.com.au
Head Branch & Lending Centre
80 Broadway Nedlands
T 9389 1011 F 9389 8407
University of Western Australia
1st Floor Guild Building
T 6488 1218 F 6488 1191
Murdoch University
Social Sciences Building
T 9332 8453 F 9360 6757
Curtin University
Guild Building
T 9266 7881 F 9458 9941
The University Credit Society Limited.
ABN 90 087 651 901.
AFSL / ACL Number 244168.
Translation & Interpreting Services are available from the Department of Immigration & Citizenship by calling 131450
