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Policy Change Allows Access to One Additional Authorized Official

ALEXANDRIA, Va. (Dec. 6, 2016) – Credit unions will have more flexibility to use the National Credit Union Administration’s Consumer Assistance Complaint portal, the agency announced today. 

NCUA has improved its consumer complaint process to allow for expanded portal access by additional authorized credit union staff.

Credit union chief executive officers may now designate an additional credit union employee or official to use the portal to view consumer complaints submitted to the Consumer Assistance Center concerning their credit unions. Previously, only CEOs had access to the portal on behalf of their credit unions. This expanded access will help credit unions provide timely responses to consumer complaints received through the portal.

The portal, which opened in November 2015, is located on NCUA’s MyCreditUnion.gov (opens new window) site. It allows credit unions to correspond with NCUA’s Consumer Assistance Center about complaints concerning their institutions. Information contained within the portal is not accessible by the public.

Using the portal is voluntary; however, users must first register to gain access. Credit unions that want to use the portal should review the newly updated frequently asked questions (opens new window)available on the agency’s website for information on how to register or request an additional user be added to their user profiles. 

NCUA’s Consumer Assistance Center also implemented complaint resolution procedures last year to improve the way the agency handles consumer complaints involving federal consumer financial protection laws and regulations. NCUA informed federally insured credit unions about these improvements in a June 2015 Letter to Credit Unions. 

Under the new complaint handling procedures, a complaint filed with the Consumer Assistance Center involving a federal consumer financial protection matter is sent to the credit union for attempted resolution, as appropriate. If the complaint remains unresolved after 60 days, the Consumer Assistance Center may begin its own investigation to determine compliance with federal consumer financial protection laws and regulations.