RG 271
Internal Dispute Resolution
Binding IDR standards: 24h acknowledgement, 30d response, complaint definitions.
In plain English
This guide explains how to handle customer complaints effectively through your own internal processes.
RG 271 applies to Australian Financial Services (AFS) licensees and Australian Credit licensees. It sets standards for internal dispute resolution (IDR). You must acknowledge complaints within 24 hours. You must respond fully within 30 days. The guide clarifies what constitutes a complaint. It commenced in July 2021 and was last updated in December 2023.
Why it matters
Having a clear IDR process helps resolve issues quickly. This can improve customer satisfaction and reduce the need for external complaints. It also demonstrates good governance and consumer protection.
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-271-internal-dispute-resolution/. Rules Mate indexes + summarises; always verify against the regulator's live publication.