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Industry Standards

INDUSTRY STANDARDS

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COMPLAINTS HANDLING

Standards-Australia

AS ISO 10002 CUSTOMER SATISFACTION – GUIDELINES FOR COMPLAINTS HANDLING IN ORGANISATIONS

This International Standard provides guidance for the design and implementation of an effective and efficient complaints handling process for all types of commercial or non-commercial activities. It is intended to benefit an organisation and its customers, complainants and other interested parties.

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ASIC

RG 165 LICENSING: INTERNAL AND EXTERNAL DISPUTE RESOLUTION

Australian financial services (AFS) licensees, unlicensed product issuers, unlicensed secondary sellers, Australian credit licensees and credit representatives are required to have in place a dispute resolution system that consists of internal dispute resolution (IDR) procedures that meet the standards or requirements made or approved by ASIC, and membership of one or more ASIC-approved external dispute resolution (EDR) schemes

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