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Connexus : Issue 42
stresses the need for organisations to constantly learn from events and plan for contingencies. “It’s important to plan for any scenar io rather than a specific event. Business continuity is vital and we constantly plan for the electronic threats or physical outages that could affect us. “This summer we had no systemic or ser v ice issues, but the shopping centre where we were based in Bundaberg was completely flooded and branches in Mar yborough, Ipswich and Gympie were out of action for a day largely because of a lack of street access while emergency vehicles were operating.” Regular updates CUA used its website and social media to provide regular updates for Bundaberg customers and set up a kiosk at Sugarland Shoppingtown within days of the flood. “It’s incredibly important at times like these to get services up and running as soon as possible so you can support members,” says Northey. “ People had access to internet banking and rediATMs, but a lot of customers enjoy a local presence where they can come and talk to staff.” Like Francis, Northey says mutuals have an important educational role. “A vital part of providing a full financial ser v ice is helping people understand how they can achieve their goals and protect their assets.” Carolyn Rance is a freelance writer. Deferrals and donations Deferral of loan repayments, waivers of term deposit early access fees and free replacement of lost credit cards are widely available to mutual members affected by flooding and fire. Across Australia, mutuals donated to appeals for victims, processed contributions from members and set aside cash to assist communities in getting back on their feet. In Tasmania, B&E Personal Banking pledged an immediate $20,000 to the Red Cross Bushfire Appeal after the fire that ravaged southern Tasmania and the smaller outbreaks that occurred elsewhere. CEO Paul Ranson says that, while the fires didn’t affect B&E infrastructure, staff helped a number of members whose properties were damaged. “We also telephoned members who live in affected areas to see if they needed any assistance.” MyState and Tasmanian Perpetual Trustees combined to donate $50,000 to the Red Cross appeal and staff immediately launched a fundraising appeal of their own. Across the sector, credit unions and building societies also turned their minds to the assistance that may be needed in the recovery from disaster. CUA set aside $20,000 to help community groups in Queensland, says Darrin Northey. “ We found this was really useful in 2011 when groups lost grounds and equipment.” Our people are very passionate about helping our customers. Darrin Northey, group general manager – distribution, CUA NEWS 16 Connexus Please call us on (02) 9299 7851 or email firstname.lastname@example.org www.nobleoak.com.au Did you know life insurance premiums in Australia grew by 16.5% in 2012?* The Big 4 in particular are actively promoting life insurance to their customers. Now is the time to better protect your members and improve your profitability by being part of this growing market. NobleOak introduces a new innovative life and TPD product especially to support credit unions. Family Life Protection can be branded to match the brand of your credit union, and is very simple to integrate into your business. You can also take advantage of our unique campaign management approach to maximise your member satisfaction and product revenue. *DEXX&R Life Analysis Report 2012. You’ll find building a relationship with NobleOak Life Limited can be rewarding for your members and your business, knowing that we: are proud to be an Abacus member have been protecting Australians for 135 years are the only independent Australian-owned life insurer that does not have its own distribution channels are regulated by APRA and ASIC with you for life Connexus45_Aut2013.indd 16 10/04/13 12:07 PM