Do sole traders need to comply with internal dispute resolution standards (RG 271)?

No. Across every industry and every size band, the engine's answer for a sole trader is: no.

Do businesses with 1–5 employees need to comply with internal dispute resolution standards (RG 271)?

No (1–5 employees, turnover $100K–$1M).

Who must comply with internal dispute resolution standards (RG 271)?

The applicability test for Comply with internal dispute resolution standards (RG 271) (ASIC and AFCA), computed across 35 industries, 9 business structures and 6 size bands.

Short answer: Only if

Applies when the business has an AFSL or ACL.

What the obligation is

Financial firms must acknowledge complaints within 24 hours and resolve within prescribed timeframes.

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.

The applicability test

Applies when the business has an AFSL or ACL.

How the regulator frames it: AFSL holders, ACL holders, RSE licensees, traditional trustee companies.

What triggers it: Receiving a complaint.

Jurisdiction: Commonwealth law, so the test is the same in every state and territory.

Which industries are in or out

Outcome across the 35 industries Rules Mate maps (35 of 35: no).

The answer is the same in every industry: no. Industry does not change who must comply.

Business structure and size

Structure does not change the answer across all industries: for every structure the answer is "no".

Size does not change the answer across all industries: at every size band the answer is "no".

Worked examples

Each line is one run of the Rules Mate applicability engine for a single business profile, with the reason the engine gives:

Pty Ltd company in real estate agents with 6–19 employees, turnover $1M–$3M: does not apply. Requires an AFSL or ACL.

Answers that bring it into scope

Starting from a small or large professional services company that does not otherwise meet the test, each of these single facts changes the engine's answer:

The business holds an Australian financial services licence (AFSL): it then applies (AFSL holder).
The business holds an Australian credit licence (ACL): it then applies (ACL holder).

What you must do, and when

When due: Acknowledge within 24 hours; resolve within 30 calendar days (most complaints).
Frequency: Ongoing
Evidence to keep: Complaints register, IDR response letters, IDR data report to ASIC (annual cycle).
Status: Current
Priority: High

Penalty for not complying

Maximum penalty: Breach reportable to ASIC under RG 78; regulator enforcement action.

Audit or assurance level

Rules Mate has not yet classified the audit or assurance level for this obligation. Any audit, review or certification requirement is set by the regulator source listed below.

Obligations with the same applicability test

If this obligation applies to you, so do these 2: the engine uses the same rule for each.

Where it sits in the corpus

Rules Mate tracks 1 published obligation tagged "complaints", 0 of them rated critical. For a professional services Pty Ltd company with 6–19 employees operating in every state, 0 of those apply outright. This obligation is rated high priority, and is an ongoing duty.

Regulator, legislation and tools

Regulated by Australian Securities and Investments Commission and Australian Financial Complaints Authority.

ASIC: Corporate regulator administering the Corporations Act, financial services and credit licensing (AFSL/ACL), markets supervision, insolvency, and registries (ASIC and ABRS).

AFCA: External dispute resolution body for financial services, credit, insurance, and superannuation complaints. Mandatory member scheme.

Corporations Act: The foundational federal Act for Australian corporate law.

Corporations Act 2001

Free tools that help with this obligation:

Run the compliance journeyAnswer a short questionnaire about your business and get the obligations that apply to you, with the reason each one applies.

Questions

Who must comply with internal dispute resolution standards (RG 271)?: Applies when the business has an AFSL or ACL.
Do sole traders need to comply with internal dispute resolution standards (RG 271)?: No. Across every industry and every size band, the engine's answer for a sole trader is: no.
Do businesses with 1–5 employees need to comply with internal dispute resolution standards (RG 271)?: No (1–5 employees, turnover $100K–$1M).
When is "Comply with internal dispute resolution standards (RG 271)" due?: Acknowledge within 24 hours; resolve within 30 calendar days (most complaints).

Sources

Computed by the Rules Mate applicability engine from the published obligation corpus; facts last checked 3 October 2026. Rules Mate is not a law firm and this is general information, not legal advice. Confirm your position with the regulator source or a qualified adviser before acting.