Dispute Resolution (Complaints) - ACL

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.

This resource may assist Australian Credit Licence (ACL) holders, mortgage brokers and credit businesses looking for practical complaints handling and internal dispute resolution (IDR) compliance documentation for managing consumer complaints.