Complaints Policy and Procedure

Essential for Australian Financial Services Licence (AFSL) holders, including retail AFSL holders.

This Complaints Policy and Procedure ensures AFSL holders comply with ASIC regulations and industry standards. It applies to retail AFSL holders (ASIC RG 271, AFCA membership) and wholesale AFSL holders (robust complaints process for risk management). The policy covers complaint identification, resolution, Internal Dispute Resolution (IDR), record-keeping, reporting, and systemic issue management, outlining the Complaints Officer’s responsibilities and escalation procedures for fair and transparent handling.