Comply with internal dispute resolution standards (RG 271)
Financial firms must acknowledge complaints within 24 hours and resolve within prescribed timeframes.
Who must comply
AFSL holders, ACL holders, RSE licensees, traditional trustee companies.
What triggers it
Receiving a complaint.
When due
Acknowledge within 24 hours; resolve within 30 calendar days (most complaints).
Evidence required
Complaints register, IDR response letters, IDR data report to ASIC (annual cycle).
Max penalty
Breach reportable to ASIC under RG 78; regulator enforcement action
Summary
ASIC's Regulatory Guide 271 sets binding internal dispute resolution standards for AFSL/ACL holders and superannuation trustees. Mandatory acknowledgement within 24 hours, complaint definition includes social media expressions of dissatisfaction, prescribed timeframes by complaint type, and prescribed IDR data reporting to ASIC.
Enforced by
Source legislation
Entity types
Topics
Source: https://asic.gov.au/regulatory-resources/find-a-document/regulatory-guides/rg-271-internal-dispute-resolution/. Rules Mate is not a law firm. Always verify against the live regulator source before acting.