RG 271 – Complaint Handling and Dispute Resolution

About this course

Financial services organisations are required to maintain effective systems for handling complaints and resolving disputes in accordance with regulatory obligations.

ASIC Regulatory Guide 271 (RG 271) establishes the standards and requirements for internal dispute resolution (IDR) processes, ensuring complaints are handled fairly, efficiently and within prescribed timeframes.

This course explains the dispute resolution framework, complaint handling obligations, response requirements, timeframes and the processes organisations must implement to achieve compliance.

What the course covers

• Financial organisations and dispute resolution obligations
• The dispute resolution framework
• Complaints and how to identify them
• Complainants and their rights
• Internal dispute resolution processes
• Responding to complaints
• Complaint handling timeframes
• Outsourcing arrangements
• Managing systemic issues

What people can do afterwards

By the end of the course, participants will be able to:

• understand the dispute resolution standards and requirements outlined in ASIC Regulatory Guide 271
• identify what constitutes a complaint and how complaints should be managed
• understand the requirements for an effective internal dispute resolution system
• recognise complaint handling obligations, response requirements and escalation processes
• understand the maximum timeframes for resolving complaints and disputes

How it is delivered

• Structured learning Designed for learners who are new to the topic or want a comprehensive overview. The course explores the subject in detail and typically takes 35–40 minutes to complete.

Two ways to run it

• Your policies, your scenarios

  We rebuild “RG 271 – Complaint Handling and Dispute Resolution” around how your organisation actually works, so the training changes behaviour instead of recording completions.

  Build a custom version

• Ready to run as it is

  Deploy the course off the shelf, with light branding if you want it. Delivered with our partner Safetrac, who will contact you directly.

  Deploy off the shelf

Either way, you can run it through our compliance platform or take it as a SCORM package for the LMS you already have.

What it costs

Off-the-shelf pricing starts at $4,000 a year for up to ten courses with your logo and colours applied, rising with how much you want changed. The tiers are the same across the catalogue, so they are set out once on the pricing page rather than repeated on all 101 courses.

If what you actually need is your own scenarios and your own policies rather than a reskin, that is a custom build, and it is the work Hungry Minds does.

Choosing an LMS

If you don’t currently have an LMS, we can help you select a platform that suits your organisation.

For smaller teams or organisations getting started, we typically recommend LearnWorlds for its ease of use and quick setup.For organisations requiring more advanced functionality and reporting, TalentLMS is a strong option.

Learn more:LearnWorlds TalentLMS

We may receive a commission if you sign up to an LMS we recommend. It does not change what we recommend.