Regulatory Guide 271 – Complaint Handling and Dispute Resolution

Ensure your team understand how financial services firms must deal with complaints and disputes, under the Australian Securities and Investments Commission (ASIC) Regulatory Guide 271: Internal Dispute Resolution (RG 271).

Course Details

Regulation/Law

Australia: Corporations Act 2001 and more

Ideal for

All employees, contractors, and volunteers

Region

Australia

Course Format

Structured Learning option

Duration

Between 30 - 40 minutes

Financial services organisation must comply with various legal and regulatory requirements in relation to the handling of complaints and disputes.

The ASIC Regulatory Guide 271 outlines what financial firms must do to have an effective internal dispute resolution in place.

It outlines how consumer and small business complaints must be dealt with and the timeframes that dispute resolution must occur in.

Course Overview

About this online course

Our RG271 Internal Dispute Resolution training course equips participants with a thorough understanding of their responsibilities when handling complaints. The course can be customised to incorporate your organisation’s specific complaint handling and dispute resolution policies, while offering practical guidance on the ASIC regulatory guide through interactive scenarios and examples.

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 regulatory guide 271
  • Engaging and interactive animated modules for an optimal user experience
  • Multiple course formats to suit diverse learning needs
  • 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: Corporations Act 2001, National Consumer Credit Protection Act 2009, Regulatory Guide 78

Key modules

  • Financial Organisations
  • Dispute Resolution Framework
  • Complaints and Identifying Them
  • Complainants
  • Internal Dispute Resolution Process
  • Responding to Complaints
  • Timeframes
  • Outsourcing
  • Systematic Issues

Learning outcomes

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

  • understand the dispute resolution standards and requirements set out in the Regulatory Guide 271
  • understand the requirements for a dispute resolution system; and
  • understand the maximum internal dispute resolution timeframes.

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.

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

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