Compliments, Suggestions and Complaints

“By putting our members first we are the most trusted and highly recommended provider of financial services”

At Nurses First we put our members at the centre of everything we do and are constantly looking at ways to improve our service. We’d love to hear your feedback if you’ve had a positive experience with us. Your compliments encourage us to keep striving to serve you better.

We also know that sometimes we get things wrong and when this happens we’re determined to make sure it doesn’t happen again. So if this does happen we would appreciate any suggestions you have on how we can improve.

So if you have a compliment, suggestion or a complaint, we’d like to hear from you.

Contact details

Phone:	13 25 77
In writing:	Member Advocate PO Box 8609 Perth BC WA 6849 or email
Via email:	info@nurses1st.com.au

Compliments

If you would like to compliment a specific staff member or team, we can make sure your feedback is passed on, so they can be recognised for their superior service. If you would like to compliment a product or service we can pass your feedback on to the appropriate department to help them focus on what works well for our customers.

Compliments can be given through the options listed above.

Suggestions

Your feedback helps us to maintain a high standard of service and provide products and services that meet your needs. If you have a suggestion about how we can improve our products and services please let us know.

Suggestions can be given through the options listed above.

Complaints

When you make a complaint to us, we will:

acknowledge your complaint and make sure we understand the issues,
do everything we can to fix the problem,
keep you informed of our progress,
keep a record of your complaint,
give you our name, and contact details so that you can follow up if you want to, and
provide a final response within 5 business days.

If we are unable to provide a final response to your complaint within 5 days, we will:

inform you of the reasons for the delay,
advise of your right to complain to the relevant external dispute resolution scheme, and
provide you with details of the relevant external dispute resolution scheme.

We recommend that you:

gather any documents and other supporting information,
keep detailed records of letters, names, times and dates relating to your complaint, and
let us know how you would like the complaint to be resolved.

To make a complaint, please follow the steps below:

Step 1	Contact us	Where possible, we encourage you to visit our branch or contact one of our Member Services Consultants on 13 25 77. We will aim to resolve your issue at your first point of contact with us.
Step 2	Member Advocate	Sometimes, a complaint is complex or requires a more detailed investigation than our local branch or a Member Services Consultant is able to provide. If this is the case, your complaint may be referred to our Member Advocate for specialist assistance. If you have tried to resolve your complaint at our branch or through the general enquiries team and are not satisfied with the outcome, you may also contact our Member Advocate directly by: • Phone: 13 25 77 • Mail: Member Advocate Reply Paid 8609, Perth BC WA 6849 • Fax: (08) 9219 7474 • Online: email
Step 3	External review	If you are not happy with the response we provide, you may refer your complaint to external dispute resolution. The Financial Ombudsman Service (FOS) offers a free, independent dispute resolution service for the Australian banking, insurance and investment industry. You can contact FOS on 1300 780 808, or by writing to Financial Ombudsman Service, GPO Box 3, Melbourne, VIC 3001, or online.

Alternatively, if you feel that your issue has arisen due to a breach in the Mutual Banking Code of Practice and does not regard compensation, please contact the Code Compliance Committee.

Personal Information

When you contact us we may record your telephone conversation and make notes about your contact. Any information we record is subject to our Privacy Policy.