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RESOLVING YOUR CONCERNS

As a member-owned financial institution we value and appreciate your feedback as it helps us to understand your financial needs and to do things better.

If you have a concern, complaint or something you would like to pass on to us, please contact us in the first instance to enable us to investigate the matter.

There are several ways you can contact us:
  • Talk with one of our consultants at a Personal Financial Centre, or call 13 25 85. A Consultant will try to assist you in the first instance. If they are unable to resolve your issue to your satisfaction, they will forward the complaint on to a Manager
  • You can write to us at: Community CPS Australia C/- The Dispute Resolutions Officer, GPO Box 1430 Adelaide SA 5001
  • Send us an email via our Email Us page and select 'Where I can provide feedback' or 'Where I can send a complaint'.
We always aim to resolve issues as quickly as possible. You can expect to hear from us within 5 working days, however sometimes it may take longer to fully investigate the issue. Should this happen, we will phone or write to let you know our progress.
 
If you are unhappy with the outcome received from us, you need to advise us in writing so that we can escalate the complaint to a dispute level.
 
If the matter remains unresolved after 45 days, or you are unhappy with the final outcome, you may refer the matter to the Financial Ombudsman Service (FOS) which is a free and independent mediation service. However, please be aware that FOS can only provide mediation after we have responded to you in the first instance.
 
For further information, please call us on 13 25 85.
     
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