NCUA has launched an improved online Consumer Assistance Center (CAC) technology designed to make it easier and more efficient for consumers to make requests or file complaints.
Beginning Thursday, NCUA said, consumers will be able to submit inquiries, complaints and additional documentation online through a secure portal located on the agency's consumer website, MyCreditUnion.gov.
In addition, consumers will be able to check on the status of their complaints online.
NCUA added that it also unveiled new complaint resolution procedures that "improve and streamline" how the agency handles consumer complaints involving federal consumer financial protection laws and regulations.
Under these new procedures, a complaint filed with the CAC involving a federal consumer financial protection matter will be sent to the credit union, which will have 60 days to resolve the problem and inform the agency of the outcome.
If the complaint remains unresolved, the CAC could begin its own investigation to determine compliance with federal consumer financial protection laws and regulations.
After a few weeks of the roll-out of the new online CAC, credit unions also will be able to use the portal to submit complaint response information securely and check the status and number of complaints concerning their institutions. Credit unions' use of the portal will be voluntary.
NCUA will also host a webinar for credit unions about the portal and other federal consumer financial protection matters next month.
