Complaints handling and dispute resolution RG271

Overview Complaints handling and dispute resolution RG271

Anywhere you go, handling complaints and resolving disputes is an integral part of your job – directly or indirectly.

ASIC RG 271 Internal dispute resolution came into effect on 5 October 2022. On 30 March 2022 ASIC released the mandatory requirements for the internal dispute resolution data reporting framework. All Australian financial services (AFS) and Australian credit licensees are required to report internal dispute resolution (IDR) data to ASIC under the new IDR data reporting framework.

The release of IDR reporting requirements is in response to a recommendation from the Ramsay Review that financial firms should be required to report their IDR activity to ASIC.

About our course

With revised internal dispute resolution requirements having come into force, it’s crucial for your organisation to become familiar with its new obligations. Explore our overview of the changes and discover what refinements you might need to make to your procedures and conduct, particularly if you’re in a client-facing role.

This topic includes coverage of IDR data reporting obligations.

Program Content

  • Who does internal dispute resolution guidance apply to
  • What is ASIC’s role in internal dispute resolution?
  • Overview of RG 271 Internal dispute resolution
  • IDR data reporting framework
  • Focus areas for financial firms

Learning Outcomes

  • Define what constitutes a complaint
  • Summarise the recent regulatory changes associated with complaints handling and dispute resolution
  • Describe processes by which a customer can make a complaint with a financial firm
  • Explain decision-making approaches, effective record-keeping, and other obligations that comprise a compliant internal dispute resolution process
  • Identify the circumstances when matters can be referred to AFCA
  • Evaluate the benefits of an effective IDR framework for both financial firms and consumers
  • Outline the new regulatory requirements for IDR data reporting.

What you will learn

Who is this course for?

  • Compliance managers
  • Representatives
  • Responsible managers
  • Senior managers

Units of Competency

Pre-requisite

Recognition of Prior Learning

Certification

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Our short course topics are also included in our annual subscription Financial Services CPD library.

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Frequently Asked Questions

ASIC has an important stake to ensure that financial firms maintain adequate IDR procedures so it can promote its core objectives under Chapter 7 of the Act:
  • To promote the confidence of consumers and investors in the Australian financial system;
  • To ensure fairness, honesty and professionalism by practitioners;
  • To promote fair and orderly markets; and
  • To mitigate systemic risks.
Consumer and small business access to fair, timely and effective dispute resolution is an essential part of the financial services consumer protection framework. It is consistent with ASIC’s function of promoting consumer protection in the Australian financial system. (RG 271.12)

Our CPD short courses are self-paced with online learning resources & on-going support.
  • You have up to 8 weeks to complete the learning and assessment requirements for your CPD short course.
  • Experienced professionals can complete in less time.

Our CPD short courses are assessed by a short open book multiple-choice exam.

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To get started, either:
  • Purchase course/s online. (You can add multiple courses to the cart.) Please note: Online orders may take up to 1 business day to be processed and for your team to receive their course login details.
OR
Contact us for your Corporate Solution.
What will I learn in this workshop?2026-07-15T18:59:10+10:00

The workshop combines regulatory updates with practical compliance guidance, helping Responsible Managers better understand their obligations and strengthen their governance framework.

Topics include:

Credit regulation and licensing

Understand the current regulatory framework governing Australian Credit Licensees and ASIC’s expectations of Responsible Managers.

The role and responsibilities of a Responsible Manager

Explore what ASIC expects Responsible Managers to do in practice and how to effectively discharge your responsibilities.

Regulatory priorities

Understand the emerging issues and compliance risks currently attracting regulatory attention.

Recent ASIC regulatory outcomes

Review recent enforcement actions and regulatory outcomes with a focus on the role Responsible Managers played – and the lessons every licensee should learn.

Accountability and governance

Strengthen your oversight, governance and compliance framework through practical examples and proven approaches.

Managing your ongoing obligations

Learn practical tips for staying across your obligations, maintaining effective records and meeting your reporting responsibilities.

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