Civica Finance Complaints Management RG 271

Effective customer dispute resolution for Australian financial service providers

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Complaint management system for RG 271 compliance

The Australian Securities and Investments Commission (ASIC) requires financial services providers to have an effective internal dispute resolution scheme in place and has published the RG 271 rules guidance document.

Regulatory Guide 271 (RG271) explains that Australian financial services (AFS) licensees, trustees and secondary sellers, must provide a dispute resolution system in place that meets ASIC’s requirements for resolving customer complaints.

Civica Complaint Management for Financial Services has been designed to enable Australian financial services providers to effectively meet the requirements set out in RG 271.

Adhering to ASIC RG 271 compliance begins with a conversation. Ask our team how Civica Complaint Management for Financial Services software can revolutionize your complaint handling process. Complete the form to schedule an introductory call and move towards improving customer satisfaction and regulatory compliance in your financial services operations.

Why choose Civica Financial Complaints Management?

RG 271 Compliant – Preconfigured to meet ASIC RG 271 complaint management and reporting requirements

Configurable – Out-of-the-box setup, with configuration capability to align with your business

Efficient – Optimised and automated workflows ensure an intuitive and error-free dispute resolution solution.

Financial – Suitable for all financial, banking and insurance providers operating under RG 271 complaints regulatory adherence.

An easy-to-use, cost-effective, and intuitive system, Civica’s complaints management software for financial services, makes it easy to capture manage, track and report on complaints and feedback regardless of where and how the customer contacts your organisation.

Key Features

Workflows and correspondence

Pre-defined to meet the prescribed timescales for initial handling and escalated handling of complaints and disputes.

Granular Classification

Enable effective root cause analysis of complaints to be conducted to prevent systemic issues from going unnoticed.

Simple to Use

Complaint capture facilities to enable logging and tracking from initial contact with contact through to escalated handling operations.


Email, web form, chat, SMS, telephony, and social media integration tools to enable complaints to be collected from any channel.

Full reporting & Dashboards

User, team-specific and management dashboards, and analysis tools – with plug ‘n’ play connectivity to Power BI, Tableau, and other BI tools.

KPI tracking and measurement.

Full support for external dispute resolution processes – with a facility to support sharing of case file information with the Australian Financial Complaints Authority (AFCA) if and when a complaint is externally escalated by a consumer.

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