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FAQ

Must complaints be acknowledged?

ASIC RG 271 expects complaints to be acknowledged promptly, generally within 24 hours or one business day after the AFS licensee receives the complaint. This applies when the matter meets the RG 271 complaint definition. Acknowledgement is not required where the complaint is resolved immediately.

Expanded Answer

ASIC RG 271 states that financial firms should acknowledge receipt of each complaint promptly. ASIC’s benchmark is within 24 hours or one business day of receiving the complaint, or as soon as practicable. The acknowledgement can be verbal or written, provided the firm records that it occurred.

Applies when:

  • The matter meets the RG 271 complaint definition.
  • The complaint has not been resolved immediately.
  • The AFS licensee needs to confirm receipt and start the IDR process.

AFS licensees should acknowledge complaints through the same channel used by the complainant unless another channel is more appropriate. For example, a phone complaint can be acknowledged during the call. An email complaint can be acknowledged by return email. A social media complaint that is captured under RG 271 should also be acknowledged if the complainant is identifiable and contactable.

ASIC scrutiny increases where firms delay acknowledgement, fail to record acknowledgement, or allow complaints to sit outside the IDR process. ASIC’s RG 271 guidance confirms that financial firms must have IDR systems that meet ASIC’s standards and requirements. Practical complaints guidance is also available in More complaints: unpacking RG271.

Why it matters

Acknowledgement starts the complaint handling process and reduces dispute escalation risk. Poor acknowledgement practices can lead to missed IDR timeframes, incomplete complaint records, weak ASIC complaints reporting, and avoidable AFCA exposure.

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Practical guidance

  • Acknowledge each captured complaint within 24 hours or one business day where practicable.
  • Record the acknowledgement date, channel, staff member and complaint reference.
  • Escalate unacknowledged complaints before IDR response timeframes are placed at risk.

Further reading

Complaints data and reporting

Nothing to report: mandatory internal dispute resolution lodgement

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