RG 271
Internal dispute resolution
Issued 2 September 2021. This guide is for Australian financial services (AFS) licensees, unlicensed product issuers, unlicensed secondary sellers, trustees of regulated superannuation funds (other than self-managed superannuation funds (SMSFs)), trustees of approved deposit funds, retirement savings account providers,
In plain English
RG 271 explains how financial firms must handle customer complaints fairly and effectively.
RG 271 applies to AFS licensees, unlicensed product issuers, secondary sellers, superannuation fund trustees, approved deposit fund trustees, and retirement savings account providers. It outlines requirements for internal dispute resolution systems. These include clear procedures, staff training, and record keeping. The guide was issued on 2 September 2021.
Why it matters
Having a good complaints process builds trust with customers. It can reduce the need for external dispute resolution, saving time and money. This guide helps financial firms meet their obligations.
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Issuing regulator
ASIC →Topics
Source: https://www.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.