Complaints - AFSL

This bundle is designed to enable AFS licensees to develop a dispute resolution policy in compliance with ASIC’s RG 271 (Internal dispute resolution), RG 267 (Oversight of the Australian Financial Complaints Authority), RG 277 (Consumer Remediation), Report 515: Financial advice: Review of how large institutions oversee their advisers, Report 603: The consumer journey through the Internal Dispute Resolution process of financial service providers, as well as ASIC’s IDR Data Reporting Handbook.

It includes a register for internal use by the AFS licensee to record complaints, and also record potential actions to mitigate similar complaints in the future, together with a public complaints policy template, and new guide to IDR reporting.