The NCUA has expanded credit union access to its Consumer Assistance Complaint portal, the agency announced Tuesday.
The agency is allowing credit unions to designate an additional employee who may have access to complaints filed with the portal.
Until now, only credit union CEOs could gain access to complaints lodged against an institution. The agency said that the expanded access will help credit unions provide more timely responses to consumer complaints filed using the portal.
The portal allows credit unions to correspond with the agency’s Consumer Assistance Center about complaints concerning their institutions. Information contained within the portal is not accessible to the general public.
Use of the portal is voluntary, but users must register to use it.
According to a statement from NCUA, 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.
NCUA opened the portal in November 2015; it is located on the agency’s MyCreditUnion.gov website.
