We Value Your Feedback
ABS Building Society appreciates feedback from its members whether it be in the form of a compliment, a complaint or just a suggestion to do things better. Our friendly staff are available during business hours to speak to you should you have any issue you wish to raise with us. Alternatively, you can contact us in writing, addressed to the Operations Manager, by email to the Society's email address shown below, or call us on1300 227 275. To Send us an email just follow this link:
Send us an email

Complaints
Should you have a complaint with any product, service or facility provided by ABS, we have a policy in place to have your complaint resolved as quickly as possible. Your complaint will be referred to our Member Relations Manager who will undertake to hear you in full and allow you to provide any supporting evidence you may have. The Member Relations Manager will undertake to investigate the matter as fully as possible and when adecision has been made regarding the complaint, get back to you in writing with the resolution proposed and the reasons behind the decision. The Society will undertake to resolve your complaint, if it is not able to be resolved immediately, within a period of 21 days from receipt of all relevant information. After 21 days, if a decision has still not been made, the Society further undertakes to advise you of its decision, or if the matter still remains unresolved, advise you of what other avenues of recourse are available to you, within a further 21 days from when all relevant information is received.

Where a Complaint Remains Unsolved
When you believe the resolution offered by the Society has not fully satisfied your complaint, or where the Society has not been able to offer a resolution, you are able to take the matter to an external ombudsman for further consideration. ABS Building Society is a member of Credit Ombudsman Service Limited (COSL), an external dispute resolution scheme approved by the Australian Securities & Investment Commission (ASIC). The ombudsman is able to be contacted via the following means:

Mail: The Credit Ombudsman Service COSL PO Box A252 SYDNEY SOUTH NSW 1235
Phone: 1800 138 422 or (02) 9273 8400
Fax: (02) 9273 8440
Email: complaints@cosl.com.au OR info@cosl.com.au
Web: www.cosl.com.au Download COSL position statement.

Links
ABACUS Australian Mutuals
Industry Association for Australia's 150 Credit Unions and Mutual Building Societies. abacus.org.au
Cannex
Research, analyse and rate more than 20,000 consumer finance products available in Australia. cannex.com.au
Australian Prudential Regulation Authority
The prudential regulator of the Australian financial services industry. It oversees banks, credit unions, building societies, general insurance and reinsurance companies, life insurance, friendly societies, and most members of the superannuation industry.www.apra.gov.au
Australian Securities & Investment Commission
ASIC is Australia’s corporate, markets and financial services regulator.www.asic.gov.au
Reserve Bank of Australia
The Reserve Bank of Australia's (RBA) main responsibility is monetary policy. Other major roles are maintaining financial system stability and promoting the safety and efficiency of the payments system. www.rba.gov.au

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