Website Policy and Disclosure

PWCCUL Consumer protection, education and privacy.

(1) As a financial services provider PWCCUL has implemented measures to address consumer protection, education and privacy.

(2) As a financial services provider, we shall, pursuant to paragraph (1) provisions have been made to ensure that:

(a) PWCCUL has adopted general policies on safe operations, privacy of customers’ information, reliable and quality service, transparency of products and services, and prompt response to inquiries, complaints, refund demands and disputes;

(b) Provisions or mechanism exist for rapid dispute resolution mechanisms and retains records of complaints or disputes; this would involve the collected efforts of compliance, operations, information technology and the privacy officer as the case may dictate.

(c) PWCCUL provides adequate warning statements to users on the risk of loss arising from failure or insolvency on lost or stolen payment instruments or access devices, or fraudulent transactions.

(3) As a financial services provider, PWCCUL shall (a) make publicly available clear terms and conditions for use of the payment instruments and devices which it offers, which should, at a minimum include the following;

(I) type of payments that can be made;

(ii) applicable fees and charges;

(iii) availability of user’s statement;

(iv) procedures for reporting lost or stolen instruments/devices and the procedure for lodging a complaint;

(v) rights and responsibilities of users;

(vi) termination rules; and

(vii) redemption procedures, when relevant.

(b) obtain the consent of its users to the terms and conditions for use of payment instruments and devices which it offers and their

acknowledgement that they have read and understood such terms and conditions prior to their participation in the scheme.

COMPLAINTS MANAGEMENT

PWCCUL aims to provide an exemplary, fair and transparent service to all its members. However, it recognizes there will be occasions when some aspect of its service, procedures or processes will be perceived by the member to have failed to have come up to the credit union’s business standards and this may lead to a complaint.

RIGHTS OF THE CREDIT UNION

PWCCUL asserts its right to make appropriate business decisions about any area of its operations; including admission of new members to membership and individual eligibility for credit as referenced in the membership and loan policies of the credit union.

WHO CAN MAKE A COMPLAINT?

Complaints may only be made by eligible complainants. An eligible complainant is:

1. a credit union member or potential or former member.

2. a nominated beneficiary or personal representative.

How do I make a complaint?

A complaint may be made in writing or orally to an officer or volunteer of the Credit Union by letter, by telephone or by email direct to [email protected] or [email protected], depending on the nature of the complaint. The officer or volunteer receiving the complaint will open a record of the complaint.

Responding to a Complaint

PWCCUL aims to resolve the complaint to the complainant’s satisfaction as speedily as possible and within the following time frames:

Within one day

Where possible we will resolve your complaint to your satisfaction at the point that you make us aware of it, or at least by the close of business on the next business day after the day on which the complaint was received.

WITHIN 3 DAYS

If the officer dealing with your complaint needs more time to collect information you will receive a letter (this may be by email) within 3 working days of the date of your complaint detailing the steps being taken and the expected date of completion. This letter will include the following information:

1. the name or job title of the person handling the complaint.

2. the credit union’s internal complaint handling procedure.

Investigating a Complaint

Investigating a complaint is the responsibility of the Privacy or Compliance Officer or in certain circumstances another member of management.

WITHIN 8 WEEKS

If still unresolved 8 weeks after receiving a complaint, the Credit Union will send the complainant:

1. a final response, or

2. a response which explains the delay and advises the complainant when a final response can be expected. The complainant will be asked whether they are willing to extend the time for the investigation to be completed.

FINAL RESPONSE

It is the Credit Union’s intention to provide a complainant with a satisfactory final response within 8 weeks of receipt of the complaint. The final response will include:

1. A summary of the complaint

2. A summary of the investigation into the complaint

3. Whether the credit union acknowledges it has been at fault in any way

4. Details of any redress or offer made to settle the complaint