• Contact Us

    We'd love to hear from you

    Contact Method Details
    Online enquiry Use our online enquiry form
    Email us This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
    Phone us (02) 9897 1622
    Fax us (02) 9897 1432 or (02) 9897 0619
    Head Office - Merrylands 220 Merrylands Road NSW 2160
    Write to us PO Box 31 Merrylands NSW 2160
    Visit us Call into one of our convenient branches below
    Report lost or stolen cards hotline 1800 224 004 (Toll free National)
    + 61 2 9959 7686 (International) or call the VISA International Hotline specific to the country you are in.

    Our Branches

    To find one of our branches simply

    • use our interactive Google Map
    • look through our branch listing beneath

    Interactive Google Map

     

    Branch List

    Branch Address Phone/Opening Hours
    Merrylands
    (Head Office)    		 220 Merrylands Road
    Merrylands NSW 2160    		 Ph: (02) 9897 1622
    Mon - Fri: 9.30am - 5.00pm
    Sat: 9.00am - 12.00pm
    Merck Sharp & Dohme
    (Merck Sharp & Dohme employees only)
    		 54-68 Ferndell Street
    South Granville NSW 2142

     

    		 Ph: (02) 9795 9869
    (Open limited hours)
    Parmalat
    (Parmalat employees only)
    		 Birnie Avenue
    Lidcombe NSW 2141

     

    		 Ph: (02) 9364 1223
    (Open limited hours)
    Agency - Courtlands Village
    (Courtlands Village residents only)
    		 15 Gloucester Avenue
    North Parramatta NSW

    2151

    		 Ph: (02) 9683 8003
    Mon - Fri: 9.00am - 1.00pm
     

    Feedback

    Send us a Compliment

    Happy with the service? Please give us your feedback - as we like to pass on Member Compliments to our staff.

    Use our online general enquiry form to provide us with your feedback on the service received. We welcome your comments.

    Suggestions for Improvement

    We want to get it right... you can help us with your feedback. The ability to have 'your say' is an important part of the Credit Union difference. We welcome your comments and suggestions.

    Use our online general enquiry form to provide us with your suggestions. We appreciate you taking the time to assist us with our focus on continual improvement and quality member service.

    Make a Complaint

    Our aim is to provide a quality service and to meet your needs. Where you feel there is room for improvement or you have a concern or an issue that needs to be addressed - please let us know. We welcome the opportunity to resolve your concerns.

    1. Making a Complaint

    The Credit Union has developed an internal process so that any concerns you may have about your Credit Union are addressed promptly and also come to the attention of management.

    In most instances your concerns or complaints can be settled to your satisfaction by simply making us aware of them. Details of how to contact us are below. If the staff member is unable to handle the matter they will refer your problem to the appropriate person. The majority of cases are resolved to member's satisfaction at this stage.

    2. How To Use Our Dispute Resolution Procedure

    If after following all avenues in step 1, your complaint has not been satisfactorily resolved you may wish to take the matter further. If so, you will need to complete a Member Complaint form; we will provide this when you ask.

    3. Dispute Notification

    We will enter the dispute in our internal register and acknowledge receipt of your complaint to you within two (2) working days.

    4. Dispute Investigation

    Your complaint will then be fully investigated and a decision made on the matter.

    5. How You Will be Informed of the Outcome

    In the majority of cases you will be advised of the outcome in writing within ten (10) working days. Should there be exceptional circumstances causing a delay we will advise you.

    6. Financial Ombudsman Service

    If however, in spite of our best efforts, you are still not satisfied, you have access to the Financial Ombudsman Service. The Financial Ombudsman Service is a free and independent dispute resolution service for certain credit unions and their affiliates operating in Australia. The Financial Ombudsman Service is able to investigate disputes and make decisions that are binding on the Credit Union. They can be contacted at http://www.fos.org.au or 1300 78 08 08.

    Please use our online general enquiry form to provide us with details of your complaint. Alternatively, please contact using one of the other options listed at the top of this page.

    We welcome the opportunity to discuss your concerns with you.