How the CCC can help

If you are a customer of a participating Mutual, we can help you with:

Independent and impartial consideration of your concern (if it is within our jurisdiction) at no cost;
- What we can do
- What we cannot do
General information about how to address a concern with your Mutual; and
General information about the Code.

Your concern – what we can do

If you send us a concern, via post or online we will:

Make a preliminary assessment to see whether we have jurisdiction to consider it. In some cases the Case Manager may also refer you to a different jurisdiction (for example, the Department of Fair Trading, the Australian Competition and Consumer Commission, etc) because of the nature of your concern.
If the concern is within our jurisdiction, we will then send you a privacy authority, which you must complete and return to us. This allows us to begin our investigation, and to inform the Mutual of your concern.
The Mutual then has a chance to respond.
They may accept that something has gone wrong, in which case we will require them to take steps to ensure the same thing does not happen to someone else.
If they dispute your allegation, we will investigate your case. Having considered all the evidence provided to us, the Committee will then make a written determination, stating whether or not there has been a breach of the Code.
If necessary, we can also recommend that the Mutual carry out remedial action, to ensure that the same problem does not occur again.

We are NOT able to order financial compensation. If you wish to claim for financial loss you must contact an external dispute resolution (‘EDR’) provider, such as the Financial Ombudsman Service or the Credit Ombudsman Service.
We can NOT look into concerns that are under consideration in any another forum (for example an EDR scheme or the Courts). If these other bodies make rulings or findings in relation to Code matters, we are also unable to re-examine those decisions.
We can only consider concerns relating to events that have taken place after the introduction of the Code on 1 July 2009 or such date from which the Mutual became a subscriber to the Code.
We are only able to look at concerns regarding Mutuals that have subscribed to the Code.