FSR – Vulnerable Customers

Ensure your staff understand Australia's financial services regulations in relation to supporting vulnerable customers which are fair and suitable for their circumstances.

Course Details

Regulation/Law

Australia: Australian Consumer Law and more

Ideal for

All employees, contractors, and volunteers

Region

Australia

Course Format

Structured Learning option

Duration

Between 30 - 40 minutes

In response to growing concerns about the financial services industry, the Royal Commission into Misconduct in the Banking, Superannuation, and Financial Services Industry was established to investigate and report on conduct that failed to meet community standards and expectations.

The findings highlighted a critical need to enhance processes for identifying and supporting vulnerable customers. Any organisation within the financial services sector must ensure that vulnerable customers have access to appropriate resources and support, helping them navigate financial services with confidence and security.

Course Overview

About this online course

Our ‘Financial Services Regime – Vulnerable Customers’ course/s are designed to equip businesses with the skills to identify, understand, and effectively engage with vulnerable customers, whether they be non-insurance companies or life insurance companies. It covers essential topics across multiple legislative frameworks, ensuring that employees can recognise signs of customer vulnerability and detect potential financial abuse. Through interactive scenarios and practical guidance, this course provides employees with the knowledge needed to meet legal requirements while enhancing client satisfaction and support for those who need it most.

Ideal for workplaces that are

If you’re a manager looking to train a group within your organisation, external suppliers or all staff, please fill in our enquiry form and let us know the size of your organisation. Our compliance experts will assist you.

Key takeaways for participants

  • Comprehensive coverage of financial services laws and guidance
  • Engaging and interactive animated modules for an optimal user experience
  • Multiple course formats to suit diverse learning needs
  • Legally up-to-date content to save you time and resources
  • Rigorous end-of-module testing to ensure thorough understanding of the law

Legislation covered

Australia: Australian Consumer Law, National Consumer Credit Protection Act, Banking Code of Practice, ASIC Regulatory Guide 209, Life Insurance Code of Practice.

Key modules

  • Identifying Vulnerable Clients
  • The Law
  • Banking Code of Practice/Life Insurance Code of Practice
  • Protecting Vulnerable Customers from Financial Abuse
  • Dispute Resolution

Learning outcomes

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

  • how to help deliver quality services to vulnerable clients as an employee, contractor or agent;
  • what obligations they have in respect of vulnerable clients; and
  • how to assist in increasing client satisfaction with the services provided and lessen the risk of non-compliance which might otherwise lead to loss.

Duration and Format

Structured Learning

Ideal for first-time learners or those with little prior knowledge, covering the entire topic in 30-40 minutes. 

Accelerated Learning

Allows learners who understand the topic to proceed quickly through the course in 20-30 minutes.

MicroLearns

Short modules for time-poor learners, with each module lasting 5-10 minutes.

ShortBurst

Quick summaries of specific compliance areas, available in office-based and field-based formats, each lasting 5 minutes.

Delivery and Setup

SCORM

Our client services team can deliver our courses via SCORM file if you have a Learning Management System (LMS).

Compliance Platform

Alternatively, you can use our Compliance Platform to house any training material, track policy acceptance, administer surveys, and audits—all in one place. We can get you up and running within a few weeks. 

Related courses

Increase your compliance by bundling our related courses. This ensures you cover multiple topics and legislations for a holistic approach.

On the Safetrac

Why Choose Safetrac’s Compliance Courses 

Versatile Course Formats

Options include comprehensive compliance courses and short, bite-sized modules to meet diverse training needs. 

Engaging and Customisable Content

Our courses feature a variety of engaging and animated content, from videos to interactive modules, all of which can be customised based on your branding or designed with specific scenarios tailored to your business. 

Legally Up-to-Date

All content is regularly updated to reflect the latest legislation, ensuring your training remains compliant. 

Flexible Delivery Options

Available via SCORM or our Compliance Platform, with regular updates provided whenever legal changes occur. 

Exceptional Customer Service

Our local Client Services team ensures a smooth setup within a few weeks and offers ongoing support for all your learning and training needs.

Trusted by Leading Brands

Renowned companies like Uber, Chubb, and David Jones rely on our compliance training solutions.

Get started

Is your organisation on the Safetrac?

Connect with our team today to explore how our courses can enhance your corporate training program or schedule a training needs analysis to tailor a solution for your compliance needs.

Book a call

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Contact us

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