RG 271
Internal Dispute Resolution.
ASIC Regulatory Guide 271 sets minimum standards for internal dispute resolution by financial firms. Replaces RG 165 with a broader definition of 'complaint,' shorter response timeframes, and mandatory IDR data reporting to ASIC.
ASIC publishes IDR data publicly. Your firm's complaint volumes, resolution times, and outcomes become a discoverable signal for regulators, investors, and competitors. A pattern of late or unresolved complaints is one of ASIC's strongest leading indicators of broader compliance issues — and it triggers targeted reviews.
What RG 271 requires.
How BackPro handles each obligation.
Definition of complaint
Recognise any expression of dissatisfaction made to or about the firm related to its products, services, staff, or complaint handling — including via social media or other public channels. The bar is intentionally low; this is the change from the old regime.
Acknowledgement of complaint
Acknowledge receipt of a complaint promptly. ASIC expects this generally within one business day.
Response timeframe — 30 calendar days
Provide an IDR response to the complainant within 30 calendar days of receiving the complaint. Shorter timeframes apply for credit-related matters (typically 21 days).
Final response standard
The IDR response must contain prescribed content: outcome, reasons, AFCA information, and a statement of complainant rights. Format and language must meet the RG 271 standard.
Systemic issues identification
Identify systemic issues from complaint patterns. Report systemic issues internally and, in some cases, externally to ASIC. Maintain documented procedures for identification and management.
IDR data reporting to ASIC
Report IDR data to ASIC on a six-month cycle: volumes, resolution times, outcomes, and complaint types. Reporting is in a prescribed format with prescribed fields.
What BackPro produces for RG 271.
The artifacts your auditor expects. Hashed, signed, timestamped, exportable. Generated continuously while you work, not assembled in the week before the audit.
All complaints across every channel with timestamp, customer, substance, and disposition.
Per-complaint acknowledgement record with channel, timing, and miss-rate trend.
Live view of open complaints with remaining-window clocks and escalation status.
RG 271-formatted responses with mandatory-content checks and dispatch evidence.
Cluster analysis across the register with proposed root cause and remediation.
Six-monthly submission file in ASIC schema, generated from the underlying register.
See RG 271 mapped to your own controls.
Forty‑five minutes with our team. We take your existing control register, map it against RG 271 obligations, and show you which gaps BackPro closes automatically. The mapping is yours to keep whether you proceed with us or not.