GRCGuideline

RG 271

RG 271 Internal Dispute Resolution

This regulatory guide outlines enforceable standards and requirements for internal dispute resolution (IDR) systems for financial firms in Australia. It specifies the obligations these firms must meet to comply with ASIC's IDR standards.

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Overview

RG 271 establishes mandatory guidelines for Australian financial services (AFS) licensees, trustees of regulated superannuation funds, credit licensees, and other financial institutions to operate effective internal dispute resolution systems. It aims to ensure complaints are handled fairly and transparently, aligning with ASIC's oversight. The guide references both AS/NZS 10002:2014 and AS 10002:2022 standards for complaint management and is intended to work alongside RG 267, which covers the Australian Financial Complaints Authority (AFCA). Many firms subject to RG 271 are also required to report IDR data to ASIC for compliance monitoring.

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