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ACL Dispute Resolution Policy and Complaints Management Policy Templates



These template documents are easily customisable to your business and are available for Available for Credit Providers, Credit Assistance Providers and Debt Management Service Providers. Included in this package is:

  • a template Dispute Resolution Policy;
  • template Complaints Management Policy; and
  • a Complaints Register.

Together these documents help you identify and classify complaints as well as allowing you to ensure that all client complaints are dealt with promptly, fairly and consistently.

This package has been developed in accordance with the principles outlined in the Credit and Superannuation (Internal Dispute Resolution) Instrument 2020/98 and ASIC Regulatory Guides 205 and 271. Credit Licensees are required to have adequate dispute resolution processes in place including membership with the Australian Financial Complaints Authority (AFCA).

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Go back to ACL Compliance Documents and Policies.