Developing long-term relationships is the foundation of our commitment to delivering high-quality service to our members, and to the  general public. It is important that you are happy with  the service we provide; however, we recognize that things can sometimes go wrong.   As a result, we have implemented a formal complaint resolution process to deal with these situations.

If you have a concern or a complaint about the service we provide or the products that we offer, we want to hear from you. If you are not satisfied with how the credit union is handling your complaint, you can take your complaint to the third party Ombudsperson.

The Ombudsperson 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 however, there is no provision for the award of costs for solicitors or other professionals and recommendations are not binding on credit unions.

Credit Union Obudservice Information

Below is an outline of the complaint resolution process:

COMPLAINT PROCESS

1st Level – Branch Management

2nd Level – CEO of Credit Union

3rd Level –  Board of Directors

4th Level –  Ombudsperson


Privacy Complaints

If the complaint refers to a breach of your privacy or use of your personal information, the complaint process is as follows:

1st Level – Branch Management

2nd Level – CEO of Credit Union

3rd Level – Board of Directors

4th Level Privacy Commissioner of Canada

  • Privacy Commissioner
    112 Kent Street
    Place de Ville, Tower B, 3rd Floor
    Ottawa, ON  K1A 1H3
    Toll Free:  1-800-282-1375
    Phone: 1-613-995-8210
    Fax: 1-613-947-6850

 


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