RG 165
Licensing: Internal and external dispute resolution
Historic dispute resolution guidance — superseded by RG 271 (IDR) + RG 267 (AFCA).
In plain English
RG 165 explains how AFS and ACL licensees should handle internal and external dispute resolution.
RG 165 provides guidance on internal and external dispute resolution. It applies to Australian Financial Services (AFS) licensees and Australian Credit licensees (ACL). This guide is superseded by Regulatory Guide 271 and Regulatory Guide 267. It was last updated in 2013.
Why it matters
If you’re an AFS or ACL licensee, understand this guide is outdated. Refer to RG 271 and RG 267 for current requirements around handling customer complaints and dispute resolution.
AI-assisted summary, grounded in the source link below. Generated 2026-05-23 via gemma3:12b.
Issuing regulator
ASIC →Topics
Source: https://asic.gov.au/regulatory-resources/find-a-document/regulatory-guides/rg-165-licensing-internal-and-external-dispute-resolution/. Rules Mate indexes + summarises; always verify against the regulator's live publication.