When it comes to money, having the right tools can give you the answers you’re looking for. How much do you need to save to buy a house? Or retire comfortably? What will it cost to send your kids to college? Our simple online tools can help. Go ahead. Check them out. You’ll be one step closer to your goal.
We’re a hard working and dedicated team and we care about each other as much as we do about our members. We also care deeply for our community, volunteering hundreds of hours to events, clubs and organizations in our city. Meet Our Staff
Meet Our Staff
Darren Doepker – General Manager
Cheryl Helmeczi – Office Supervisor
Robert Hoesgen – Manager, Retail Services/Wealth Management Specialist
Joyce Peacock – Wealth Specialist
Kathy Hrabowy – Senior Administration Clerk
Bonita Ireland – Compliance/Accounting Officer
Imran Qureshi ‐ Commercial Account Manager
Matthew Decker ‐ Personal Account Manager
Vita Demiashova – Member Service Representative
Frea Belle Malacas – Member Service Representative
Kailie Mackay – Member Service Representative
Fiya Sebastine – Member Service Representative
Monday, Tuesday & Wednesday
9:30 - 4:30
Thursday & Friday
9:30 - 5:30
321-20th Street West Saskatoon, SK S7M 0X1
Unlike banks that guarantee only a limit of $100,000, the Credit Union Deposit Guarantee Corporation guarantees the full repayment of all deposits held in Saskatchewan credit unions. The guarantee applies to all forms of personal, business and trust deposits regardless of membership, citizenship or residence of the depositor.
Making a Complaint
We hope you are happy with the service we provide. As part of the Market Code, we have implemented a formal complaint handling process. If you have a concern or a complaint, we want to hear from you.
What Is Our Commitment To You?
How Can You Contact Us?
What Is Our Commitment To You?
Developing and fostering long-term relationships is the foundation of our commitment to service. New Community Credit Union and our employees have always been committed to delivering a high quality of service to members and non-member 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-operatives values.
Naturally, we hope you are happy with the service we provide. However, we know that things can sometimes go wrong. As part of the Market Code, we have implemented a formal complaint handling process to deal with these situations. If you have a concern or a complaint about the service we provide or the product lines we offer, we want to hear from you. If we get things wrong – it is important that you tell us so we can try to make matters right. This also helps us to improve our service in the future.
Complaint Handling Process
How Can You Contact Us?
Please let us know if you have any questions, complaints or concerns about your dealings with the credit union. While most questions can be answered by the credit union staff, for complaints and concerns, it is preferable to follow the process outlined in the complaint handling process.
Frequently Asked Questions
Complaint Handling Process
Step 1. Contact Your Branch
Gather Your Facts
- Before you call or come in with a complaint, put together any relevant paperwork. Try to pinpoint the date when the problem arose. Get the names of any staff members involved and finally, get a clear picture in your mind of what the circumstances were – and what you’d like us to do.
- Always document the names of people you talk to, including times, dates and outcomes of the discussions. Taking these steps will assure that your concerns are addressed in a fair, effective and prompt manner.
Start Where the Problem Started
Step 2. Credit Union Complaint Officer
- It’s easiest to check facts and make corrections at the place where the problem started – your credit union, your investment adviser, your insurance agent, your mortgage broker, etc. – wherever the issue started out, make that your first call. The credit union complaint handling process will provide fair treatment to members and ensure complaints are dealt with in a courteous and timely manner.
- The sooner you contact us the sooner we can begin working on a solution.
New Community Credit Union
321-20th Street West
Saskatoon, SK S7M 0X1
- If the employee you approach can’t help you resolve things, ask to speak to the complaint officer or senior manager. They have the authority to solve most problems right away. Please print and complete the Member Complaint Form and return to:
Step 3. Take it to the Ombudsman
2055 Albert Street
Regina, SK S4P 3G8
- When all else fails, you still have options. If you’re still not satisfied, get in touch with the credit union Ombudsman.
- You can take your complaint to the Saskatchewan credit union system’s Ombudsman – the SaskCentral Ombudsman.
- The SaskCentral Ombudsman seeks satisfactory resolution of complaints with a view to fairness and does not advocate for either the complainant or the credit union when investigating disputes. This service is free of charge to the complainant but there is no provision for the award of costs to solicitors or other professionals and recommendations are not binding on credit unions.
Step 4. Ombudsman for Banking Services and Investments
Ombudsman for Banking Services and Investment
401 Bay St
Suite 1505, P.O. Box 5
Toronto, Ontario M5H 2Y4
Toll-free Fax: 1-888-422-2865
- Certain disputes that remain unresolved after being reviewed by the SaskCentral Ombudsman can be forwarded to the Ombudsman for Banking Services and Investments (OBSI).
- The OBSI is available to settle certain complaints that cannot be settled through the internal complaints handing process. The OBSI is an independent federal organization that investigates customer complaints against financial services providers, including banks, credit unions and other deposit-taking organizations, investment dealers, mutual fund dealers and mutual fund companies. This service is also free of charge.
Frequently Asked Questions
What is a Market Code?
The Market Code is a guideline and commitment that credit unions agree to follow. Also known as a “code of practice” it typically outlines standards that members can expect when dealing with the credit union. The Market Code is about consumer protection and it includes a provision for handling of complaints.
What are my rights and responsibilities?
A member’s rights include: fair and courteous treatment, timely and accurate response, and reasons for decisions and privacy.
A member’s responsibilities include: providing timely and accurate information, including a resolution request, treating the credit union’s staff with courtesy and adopting a reasonable and co-operative attitude.
How does the complaint process begin?
Members should first contact their credit union. You can contact them in person or by telephone, and they may ask you to set out your complaint in writing. Once received, your complaint will be reviewed as soon as possible.
If the matter cannot be resolved, you can contact the SaskCentral Ombudsman. If that process does not resolve your complaint, the final escalation step is to contact the Ombudsman for Banking Services and Investments (OBSI).
What is the SaskCentral Ombudsman?
The SaskCentral Ombudsman is set up to settle individual disputes between members and credit unions that cannot be resolved through the credit union’s complaint handling process. The Ombudsman can consider a wide range of complaints and the service is free of charge.
Can consumers come to the SaskCentral Ombudsman directly?
The Ombudsman welcomes calls from consumers seeking advice on how to make a complaint. However, if the complaint has not yet been investigated by the credit union, you will be referred back to the credit union.
What is the Ombudsman for Banking Services and Investments (OBSI)?
The OBSI is an independent federal organization that investigates customer complaints against financial services providers, including banks, credit unions and other deposit-taking organizations, investment dealers, mutual fund dealers and mutual fund companies.
How long does the process take?
In general, the credit union will respond within five business days. Complex cases may however, take longer to resolve.
How far back will you go in investigating complaints?
The credit union is guided by statutes of limitation where appropriate. They will also consider the availability of records and people with knowledge of the case. Generally, older cases are more difficult to resolve.
For administrative reasons, you must escalate your complaint to the Ombudsman within six months of completing the complaint handling process at your credit union.
What details should I include in my letter to the credit union?
Your letter should describe the circumstances of your complaint and indicate what you would like to see done to resolve it. You should also include copies of all previous correspondence concerning the complaint between you and your credit union as well as copies of related documents and notes of conversations.
Can I ask a friend or relative to help me in handling my complaint?
Yes. You will need to give permission for the credit union to discuss confidential matters with a third party. You may also ask a lawyer, accountant or other professional advisor to assist you (at your expense); however, this is seldom necessary.
Can I go to court or seek another form of redress after dealing with the credit union?
Yes. You can go to court if you are not satisfied with the outcome of the credit union and the Ombudsman process.
The Ombudsman will not deal with matters that are or have been before the courts, arbitration or other dispute resolution processes. It is important to understand that arbitration decisions and the courts are binding and you cannot come to the Ombudsman after these processes. If you decide to pursue one of these options during the course of the investigation, the Ombudsman will cease their investigation.
There are legal limitation periods that restrict a person’s right to commence a legal action. You should familiarize yourself with these rules and get legal advice if you are uncertain, to avoid missing your opportunity to take legal remedies.
Can I use the information and documents from the Ombudsman process in court or any other subsequent proceedings?
The Ombudsman believes the success of their investigation process depends on each party’s ability to be open without prejudicing their legal rights.
Parties do not surrender their legal rights by using the Ombudsman process. However, to encourage co-operation and openness, the Ombudsman ask all parties to agree that the files and the work product and anything created as part of the dispute resolution process may not be used in any subsequent legal or regulatory proceedings. This does not apply to your original documents or those of the financial services provider.
The parties must also agree that the Ombudsman’s staff and advisors will not be called to testify in any subsequent legal or regulatory proceedings.
Wherever our members have come from or where they happen to be going on their financial journeys, we’re behind them every step of the way. It’s not about how much they have. It’s about what they want to achieve. At NCCU, everything we do is about our members and our community:
Creating new beginnings … it’s what we’ve been about right from the start. Our very first members were fresh from the Ukraine, looking for a financial institution that they could trust as they took their first steps into a brave new world. We embraced that ‘new beginnings’ relationship from the start. And we’re still doing it, more than 75 years later.
Today, we extend our new beginnings philosophy to all of our members, regardless of their cultural background. Whether they’re new to Saskatoon or have lived here all of their lives, we pride ourselves on helping them create new financial beginnings. From our youngest members to our most experienced, we do all that we can to make a real difference in their financial lives.
We aren’t a big Credit Union, but what we lack in size, we make up for in commitment to our members and our community. We’re stable, accountable and 100% committed to the people we serve. We’re proud to say that at NCCU we’ll always do what’s right for our members - not what’s right for our numbers.
To be the premier provider of personalized financial services to a growing and diverse membership.
By providing financial solutions and advice we develop meaningful lifelong relationships. Our professional and knowledgeable people provide a positive customer experience because they care. By building on our roots we are able to create prosperity for our members, employees, and community.
New Community Credit Union was incorporated on January 26, 1939 to serve individuals of Ukrainian descent. With 31 founding members contributing a total of $77.68, we are proud to have been the first Ukrainian credit union outside the borders of Ukraine. In 1984 we opened our Bond of Association to become a true community credit union. Today, we’ve grown to $95 million in assets and serve more than 2000 members.
We are a full service financial institution. Our technology allows us to offer services in a variety of ways and our smaller size enables us to provide personal service to our members. We are committed to financial and social responsibility through contributions to educational programs, cultural events, and community projects.
Meet the NCCU Board
Morris Bodnar – Chair
Angela Wojcichowsky – Vice-Chair
Rosanne Alain – Treasurer
We do all we can to protect your security by using up-to-date technology to protect your online interactions with us and we have strict policies and guidelines in place to protect your privacy and security. Read more about them below:
Our Philosophy on Privacy
The 10 Principles
Our Philosophy on Privacy
Credit unions in Canada have a long history of respecting the privacy of their customers. As a co-operative financial institution, we are committed to developing policies, procedures, and service offerings that address privacy concerns.
We continue to protect your privacy and your right to control the collection, use and disclosure of your personal information. We have procedures in place that guide our employees and directors in maintaining confidentiality. What has been our ongoing business practice has become our documented commitment to you.
Your credit union Board of Directors has adopted the Credit Union Code for the Protection of Personal Information, established related Policies and Procedures, and appointed a Privacy Officer. Our employees understand the importance of the policies and procedures and follow them carefully.
To find out more, read our Privacy Code or contact our Privacy Officer/General Manager, Darren Doepker (firstname.lastname@example.org)
The 10 Principles
The following is a summary of the 10 Principles of the Credit Union Code for the Protection of Personal Information:
We have designated a Privacy Officer who is accountable for our compliance with the principles of the Code.
2. Identifying Purposes
When we ask you for personal information, we will identify the purposes for which it will be used or disclosed.
We require your knowledge and express or implied consent for the collection, use or disclosure of personal information.
4. Limiting Collection
The collection of personal information is limited to the purposes we have identified for you.
5. Limiting Use, Disclosure, and Retention
We will use or disclose your personal information only with your express or implied consent, or as required by law. We will retain your information for only as long as is necessary to fulfill identified purposes.
We will keep your information accurate, complete and up-to-date as is necessary for the purposes for which it is to be used.
We will protect your personal information with appropriate security safeguards.
We will make specific, understandable information readily available to you about our personal information policies and practices.
9. Individual Access
When you request it, we will give you access to your personal information, how we use it and who we disclose it to. You are entitled to question its accuracy, its completeness and its uses.
10. Challenging Compliance
You are entitled to question the Privacy Officer about our compliance with any of these principles.
This latest innovation in payment card technology signals a new era in fraud prevention. An embedded microchip puts the power of a computer onto your payment card, giving it the ability to store and process data and providing you with an additional layer of security against card skimming and the production of counterfeit cards
How it works
Making a debit purchase with your chip payment card is simple and secure. You just insert your chip card into the end of the terminal and follow the prompts on the terminal’s screen. At the end of the transaction, you’ll be prompted to remove your card.
What about my MasterCard®?
With chip technology you don't have to sign a receipt when you make a purchase with your NCCU MasterCard®. Instead, you follow the steps outlined above. Your PIN is your verification, so at the end of the transaction, you won’t have to provide a signature on your receipt.
Why is it more secure?
The chip on the card is encrypted, making it virtually impossible for unauthorized users to copy or access the information on the card. In addition, chip cards and chip-reading terminals work together to ensure a highly secure transaction, creating a multi-layered defense against fraud and identity theft.
Will my card still have a magnetic stripe?
Yes, it will. Magnetic stripe will co-exist with chip card technology until 2015. In non-chip-enabled terminals you just swipe your card and enter your PIN rather than leaving your card in the terminal.
What if I don’t want a chip card?
The changeover to chip technology is part of a nationwide initiative that all Canadian financial institutions, payment systems and merchants are adopting to help better protect Canadian consumers against fraud.
How long can I keep using my magnetic strip card?
While the migration to chip cards will take place over several years, the magnetic stripe will be obsolete in Canada by 2015. After that date, you will have to use a chip card if you want to continue using your debit and credit cards in Canada.
Does chip technology work outside of Canada?
Chip technology is already widely throughout the world. However, since some countries haven’t yet converted to chip technology, all New Community Credit Union payment cards will continue to have a magnetic stripe on them to ensure that cards are accepted worldwide. The magnetic stripe remains a secure method of payment for use at terminals that are not chip-enabled.
After December 31, 2012, non-chip cards will no longer be accessible in Canadian ATMs. If you haven’t activated your new Chip Card Membercard, please call us or come into our branch.
What is debit card skimming?
Debit card skimming occurs when the information contained on your debit card is stolen and used to obtain funds from your account without your authorization.
How does it happen?
An illegal card reader is placed on an ATM and then a person, a camera or a false pin pad reader is used to capture your PIN (personal identification number). It can also happen when you are making a purchase (Point of Sale), a merchant will swipe your card in the legitimate POS terminal and then swipe it a second time in an illegal card reading device.
Where does it happen?
Wherever there is an ATM/ABM (Bank Machine) to take out cash or a point of sale purchase, skimming can happen. It occurs in towns and cities of all sizes.
How to prevent debit card skimming from happening
Protect your PIN
NEVER tell your PIN number to anyone, NEVER write it down and DO NOT use an obvious number (birthdays, etc.) as your PIN.
Hide your PIN from view
Whenever you are entering your PIN, always shield the pin pad with your hand to ensure that others cannot see the numbers you are entering.
Look for physical alterations on ATM's and POS terminals. If it looks suspicious, don’t use it. Please report anything of this nature to us.
Swipe your own card
Whenever possible, request that you be the one to swipe your card. If it seems like it has been swiped twice, contact us immediately. If someone else is swiping your card, watch as they do it to ensure that it is only swiped once.