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 |