Complaints

Dispute Resolution (Complaints) - ACL

Version 4.2 - Last updated: 6 June 2025

This bundle is designed to enable credit 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), as well as ASIC’s IDR Data Reporting Handbook.  It includes a register for internal use by for the credit 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.

Included documents

Document Version Type Date
Dispute Resolution Policy - ACL 4.2 Policy 6 June 2025
Complaints Register - ACL 3.0 Register 13 Dec. 2022
Public Complaints Policy - ACL 2.0 Tool 22 Oct. 2021
IDR Delay Notification Template - ACL 1.0 Tool 6 June 2025
IDR Response Template - ACL 1.0 Policy 14 Nov. 2023
Guide to IDR Reporting - ACL 2.0 Guide 14 Nov. 2023