SERVICE COMMITMENT

Our commitment to our members

Developing and fostering long-term relationships is the foundation of our commitment to service.  The credit union and our employees have always been committed to delivering a high quality of service to members and customers.  Our Market Code builds on this commitment by identifying the standards we embrace as an organization, the way we conduct ourselves and how we will continue to treat you as we work to maintain your trust, while living out our co-operative values.

Click on the tabs below to read more about the practices and policies we have in place to ensure we continue to offer members the highest quality of service.

Market Code

Our Commitment to You

At Unity Credit Union, member service is at the heart of everything we do.  To support our service commitment, Unity Credit Union has voluntarily committed to the Credit Union's Provincial Market Code designed to maintain your confidence and trust in us.  The Market Code consists of business conduct practices that reflect industry standard consumer protection provisions, and these practices apply to all products and services we offer.  Adherence to our Market Code is mandatory for all our employees.  Similarly, we expect our third party service providers to also maintain high standards of business conduct.

Click here to read our Market Code.

For more information on the credit union Market Code, please contact Unity Credit Union.

Ombudsman for Banking Services and Investments
1505-401 Bay St., P.O. Box 5
Toronto, ON M5H 2Y4
Toll-Free Telephone: 1-888-451-4519
Toll-Free Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca

Resolving Problems

Unity Credit Union and its employees have always been committed to delivering high quality service to members and customers.  Our Market Code identifies the standards we adhere to as an organization, the way we conduct ourselves and how we treat you.  We work to maintain your trust while continuing to embrace our co-operative values.

It is important for us to know when you have a problem so that we can try to resolve it and retain your confidence.  If you have a concern or complaint about the service we provide, or the products we offer, we want to hear from you.  By solving your issue or concern we will ultimately improve our service levels to all members.

Click here to access our Complaint Form.

Our Process for Resolving Your Complaints

We want to handle your complaint in the most efficient and professional manner possible.  If you have a concern or problem of any sort, we encourage you to follow the steps outlined below.

      • Step 1. Contact Unity Credit Union
      • Step 2. Contact Ombudsman for Banking Services and Investments

Step 1: Contact Unity Credit Union

Start at the source and gather your facts.  It is generally easier to check the facts and resolve a problem where it originated.  This may mean a quick phone call or visit to your local credit union branch.

Before you contact Unity Credit Union, you can save time by collecting all the relevant information in advance:

      • Your account number
      • The date(s) of occurrence
      • Any supporting account statements or documents
      • The names of employees involved
      • Your thoughts about the circumstances
      • What you would like the credit union to do to resolve the problem

Once you have this information on hand, call or visit the employee you dealt with or the branch in question.

If the employee you approach cannot help you resolve your issues, ask to speak with the manager, senior officer or the credit union’s internal ombudsman.  They will have the authority to solve most problems right away.  The sooner you contact the appropriate person, the sooner they can begin working on a solution.


Step 2: Ombudsman for Banking Services and Investments (OBSI)

Disputes that remain unresolved after being reviewed by the management at Unity Credit Union can be forwarded to the Ombudsman for Banking Services and Investments (OBSI).

The OBSI is available to settle certain complaints that cannot be resolved through the credit union.  The OBSI is an independent federal organization that investigates customer complaints against financial service providers, including banks, credit unions, federal trust and loan companies and other deposit taking organizations, investment dealers, mutual fund dealers and mutual fund companies and RESP dealers.  The service is free of charge.

Ombudsman for Banking Services and Investments
1505-401 Bay St., P.O. Box 5
Toronto, ON M5H 2Y4
Toll-Free Telephone: 1-888-451-4519
Toll-Free Fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca

Note: The OBSI does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation, or transactions for which records no longer exist (usually after six or seven years).


Office of the Privacy Commissioner of Canada

If you have concerns about your privacy or the way the credit union has handled your personal information, you should try and settle the matter directly with Unity Credit Union by contacting its Privacy Officer.

If you are not satisfied with the credit union’s response, you may contact the Office of the Privacy Commissioner.  Filing a complaint with the office is free of charge and you will be assisted throughout the process.

To contact the Office of the Privacy Commissioner of Canada:

https://www.priv.gc.ca/complaint-plainte/ps_pa_e.asp
Complete the Online Complaint Form: or
Phone: Toll-free line at 1-800-282-1376

We wish to thank you in advance for bringing your issue to our attention.  We take our member complaints very seriously and are committed to making every effort to resolve your concern.

 

What Can Our Members Expect?

Commitment

There will be commitment at all levels of the organization to the fair and effective resolution of complaints.

Accessibility

The complaint handling process will be easy to access, understand and use.

Responsiveness

The complaint handling process will be responsive and provide final responses within a reasonable period of time.

Fairness

The complaint handling process will provide fair treatment and ensure complaints are reviewed in a fair and balanced manner.


For more information on our complaint process or the Market Code, please contact Unity Credit Union.

Disclosure and Transparency

We will provide clear information about products and services to help you make informed financial decisions.

If you have any questions or concerns about any of the products and services offered, you can always Contact Us!

Professional Standards

We are a co-operative organization that does business consistent with our corporate values.  We will train employees so they are qualified and capable of providing an exceptional service experience.

Click here to read more about Who We Are and our Corporate Values.

Statement of Commitment:  Codes of Conduct for the Credit and Debit Card Industry in Canada

Unity Credit Union is committed to the Canadian Code of Practice for Consumer Debit Card Services and the Code of Conduct for the Credit and Debit Card Industry in Canada.  These codes are designed to protect credit union members' interests related to the issuance and acceptance of payment cards, and to the operation of payment card networks.

For more information, please see: 

Canadian Code of Practice for Consumer Debit Card Services

Code of Conduct for the Credit and Debit Card Industry in Canada

Privacy of Personal Information

We will treat all personal information as private and confidential, and operate secure and reliable banking and payments systems.

Click here for more information on Privacy.

Fair Sales

We will act fairly and reasonably in all our dealings with you.  We will not knowingly take advantage of anyone through manipulation, concealment, abuse of privileged information, misrepresentation of facts, unethical activity, or use of any other unfair sales practice.  We recognize the importance of access to basic banking services and will take reasonable measures to ensure access to a low fee banking account.

Click here to read more about our Fair Sales practices.

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