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Complaints & Consumer Protection

It's code red as an office professional struggles to manage and classify five complaints and deal with the complainants as ASIC expect

Code Red: Five IDR Complaints and How to Classify Them

August 14, 2026

How should you code an IDR complaint for ASIC reporting? Five practical examples show how to classify products, complaint issues and outcomes under ASIC’s updated IDR data reporting handbook.
A financial services professional calmly and skillfully managing complaints from clients

ASIC RG 271: Internal Dispute Resolution and Complaints Handling

August 11, 2026

ASIC RG 271 starts with recognising a complaint. Learn what counts as a complaint, key IDR timeframes, reporting obligations and the controls AFS licensees need to identify, record and manage complaints effectively.
A parody of 1960s advertising uses a tobacco ad repurposed to promote financial products with the same marketing copy that used to be applied to cigarettes before advertising was regulated

Moving Beyond Disclosure: ASIC’s New RG 234

June 16, 2026

ASIC’s revised RG 234 signals a significant regulatory shift away from disclosure as a standalone consumer protection strategy and towards consumer understanding, prominence, balance and overall impression. From past performance warnings to AI-enabled advice tools and digital advertising, ASIC is increasingly focused on whether consumers are likely to understand the message being communicated rather than whether information was merely disclosed.

AFCA on Systemic Issues (FY2025–26)

June 3, 2026

AFCA’s latest Systemic Issues Insights Report shows that many failures stem from weak operational controls, complaint handling, outsourcing oversight and governance. The findings highlight why firms must move beyond policies and demonstrate that compliance frameworks work effectively in practice.

Retail Clients Explained: Why Client Classification Matters

June 1, 2026

Retail and wholesale client classification determines which protections apply, what services an AFSL holder may provide and what evidence must be retained. This practical guide explains the statutory tests, common classification errors and the controls licensees need to make defensible decisions.

Meeting AFCA’s expectations: operationalising the markers of excellence

May 25, 2026

AFCA’s markers of excellence show licensees must prove frameworks work in practice, not just document them. Here’s how to operationalise that shift.

Why Product Consent Forms Aren’t Enough

September 15, 2025

Product consent forms may tick boxes for product providers, but they won’t protect advisers from ASIC scrutiny. Relying on them for OFA compliance is a legal and ethical misstep.

What Clients Really Think About Compliance – Insights from Complaints

June 9, 2025

Clients don’t see compliance as a checklist—they feel it in every conversation. This blog dives into AFCA complaint data, revealing the disconnect between regulatory compliance and client expectations. Discover how clear communication, trust, and empathy can turn compliance into a client relationship tool, not just a legal necessity.

Protecting Vulnerable Clients: Responding to Elder Abuse and Domestic Financial Abuse in Australia [Part 2]

May 26, 2025

How can financial advisers safeguard clients from abuse without overstepping? This guide dives into the ethical, legal, and practical frameworks for identifying and responding to elder and domestic financial abuse—equipping you with real-world tools, checklists, and case insights to act confidently and compassionately when your client’s well-being is on the line.

Looking Out for Vulnerable Clients: Practical Guidance for Financial Advisers on Elder and Domestic Financial Abuse (Part 1)

May 12, 2025

Elder and domestic financial abuse are on the rise—and financial advisers are on the front line. This practical guide arms you with legal insights, red flag checklists, and ethical frameworks to protect vulnerable clients and meet your obligations. Learn how to act decisively and ethically when financial abuse is suspected.

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