Ensure that a member properly receives the level of service to be provided by the credit union.
Allow the credit union to learn from feedback, and
Preserve the credit union’s reputation in the market-place and maintain member and non-member customer loyalty.
Process:
The Saskatchewan credit union complaint handling regime is a 3-step, sequential process:
- Step 1 - The credit union is the first level,
- Step 2 - SaskCentral is the second level for complaints unresolved by the credit union, and
- Step 3 – The Ombudsman for Banking Services and Investments is the last level for complaints unresolved by SaskCentral.
Definition of a Complaint
An eligible complaint is defined as any expression of dissatisfaction conveyed to the credit union, whether justified or not, that includes a requested remedy.
A reportable complaint is a complaint that requires the involvement of the person with the assigned responsibility for complaint handling (i.e. compliance officer or senior staff member) or a documented response from another staff member. Some complaints will be made during the transaction of business that may be quickly resolved by the staff member involved. These complaints would not need to be reported; however, if the situation requires more authoritative involvement or a more involved investigation then it would become a reportable complaint.
Referred Complaints
Making Referrals
When a credit union has reasonable grounds to be satisfied that another company may be solely responsible for the alleged complaint, it may refer the complaint to the other company.
When a credit union has reasonable grounds to be satisfied that another company may be jointly responsible for the alleged complaint, it may refer the complaint to that other company but if it does so it must comply with the obligations as to the investigation of that part of the complaint that is the credit union’s responsibility.
The credit union is responsible to ensure referred complaints are dealt with. It is advisable to follow-up in writing to document the credit union’s due diligence in ensuring the referred complaint is dealt with.
Receiving Referrals
When a credit union receives a complaint referred to them from another company (including subsidiary firms), the complaint is treated as if made directly to the credit union, and as if received by it when the referral was received.
Responsiveness Standards
Complaints will be acknowledged within 5 working days of receipt, Investigation results are to be communicated along with any appropriate offer of redress within 8 weeks of receipt of a complaint, and
An overall time limit of 8 weeks from receipt of the complaint to the issue of a final response is required by these terms of reference. If the credit union has failed to resolve the complaint within eight weeks the complainant may escalate the complaint to the SaskCentral Ombudsman.
Regulatory Compliance
Trends and patterns in complaints are to be identified and reported to the board of directors.
Any recurring incidents of non-compliance or employee misconduct are to be reported to the board of directors, including the actions proposed or taken to resolve the issue.
Procedures under this policy will be formulated by management under six main headings
1. Commitment
There will be commitment at all levels of the organization to the fair and effective resolution of complaints.
2. Accessibility
The complaint handling process will be easy to access, understand and use.
3. Responsiveness
The complaint handling process will be responsive and provide complainants with final responses within a reasonable period of time.
4. Fairness
The complaint handling process will provide fair treatment and ensure complaints are reviewed in a fair and balanced manner.
5. Record Keeping and Reporting
Complaints and their outcomes will be systematically recorded.
6. Regulatory Compliance
Complaints will be monitored and evaluated for the quality and adequacy of service to members.
1. These procedures will provide for:
a) Informing members of the availability of the complaint handling process and how to bring forward a complaint,
b) Receiving complaints,
c) Responding to complaints
d) Referring complaints to other firms,
e) The appropriate investigation of complaints, and
f) Notifying complainants of their right to go to the SaskCentral Ombudsman.
2. Credit unions will ensure that complaints are handled fairly, effectively and promptly, and are resolved at the earliest possible opportunity, thereby minimizing the number of complaints that may be referred to the SaskCentral Ombudsman.
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