This template is a Internal Dispute Resolution Policy that is easily customisable to your business, included with the policy is the 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. ACL Holders are required to have adequate dispute resolution processes in place and membership with an ASIC approved External Dispute Resolution Scheme (EDRS), being FOS or CIO.
The Internal Dispute Resolution Policy and Complaints Register have been developed in accordance with the principles outlined in Australian Standard AS ISO 10002-2006 and ASIC Regulatory Guides 165 and 205.
Available for both Credit Providers and Credit Assistance Providers.
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