Aptean Respond: RG 271 Compliance Calculator

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General

Total Number

How many customers does the company have?

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How many customer complaints are processed per year?

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	Yes	No	Not Sure
Do you have a documented IDR procedure for your staff to follow that is compliant with ASIC’s regulatory guide RG 271?	Yes	No	Not Sure
Do you have a public facing complaints handling policy that is easy to understand and readily available (on your website) to your customers?	Yes	No	Not Sure
Do you have a dedicated complaints management system that supports every function and facet of the complaints handling team?	Yes	No	Not Sure
Do you have clear processes to identify and deal with systemic issues?	Yes	No	Not Sure
Does your complaints management system empower your staff to capture and resolve complaints promptly and in accordance with regulatory SLAs?	Yes	No	Not Sure
Do you have mechanisms in place to regularly extract real-time complaint insights, including the ones required by RG 271?	Yes	No	Not Sure

	Yes	No	Not Sure
Are your staff equipped to quickly and accurately capture the complaints correctly with prescribed data as required by RG 271?	Yes	No	Not Sure
Are staff enabled to provide first point of contact resolution as much as possible?	Yes	No	Not Sure
Are your staff ready to identify and support vulnerable customers by accurately addressing the issues raised in the complaint?	Yes	No	Not Sure
Do you have training programs in place to empower your staff to provide fair and reasonable customer outcomes?	Yes	No	Not Sure

Calculate Results

Your Assessment Results

Customer to Complaint Ratio

Compliance Score

Disclaimer: The estimates are based on data extrapolated from industry insight as well as Aptean’s expertise. This calculator uses basic industry standards to create an estimated compliance score. The tool makes some assumptions based on the inputs you provide, as well as industry benchmarks. The estimated compliance score provided by this assessment are for discussion purposes only and are not binding on either you or Aptean. Your actual RG 271 compliance may be higher or lower than the estimate. More details can be provided by our solution specialists and will require a more in-depth analysis of your business.

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Your Assessment Results

Customer to Complaint Ratio

Compliance Score