RG 271 — Internal Dispute Resolution Rights

How to complain about advice, timelines firms must meet, and when AFCA steps in

What Is RG 271?

Regulatory Guide 271 covers internal dispute resolution for AFS licensees, credit licensees, super trustees and other financial firms. It works with the IDR instrument 2020/98 and RG 267 oversight of AFCA. In force since 5 October 2021, it replaced RG 165 with shorter timeframes, stronger recording, systemic-issue detection and IDR data reporting to ASIC. Paragraph RG 271.1 and related standards are enforceable.

For advice complaints, RG 271 should be read with our AFCA guide and ombudsman process guide. Those explain where to go; this page explains the rules firms must follow once you complain.

The 30-Day Rule and What Firms Must Do

Any expression of dissatisfaction meeting the AS/NZS 10002 complaint definition triggers IDR. Firms must acknowledge promptly, investigate fairly, and provide a written IDR response no later than 30 calendar days after receipt — shorter for certain credit and hardship matters. Extensions beyond 30 days are limited and must be explained, except for specific super death-benefit and trustee processes with their own steps.

The IDR letter must state the outcome, reasons with reference to documents and law, your right to go to AFCA with contact details and time limits, and the firm's AFCA membership. Firms must resource IDR, train staff to spot complaints (even where you do not say complaint), log all complaints, and analyse data for systemic issues. AFCA considers RG 271 compliance for complaints received on or after 5 October 2021.

Step-by-Step: Complaining About Advice

First, complain in writing to the licensee — not just your adviser — citing RG 271 and attaching your SOA, FSG, fee consents and statements. State the issues plainly: for example, fees not in dollars, no alternatives considered, or unsuitable switching. Ask for a file review, remediation calculation, and the IDR response within 30 days. Keep proof of lodgement date.

Second, if rejected, delayed past 30 days, or lowballed, escalate to AFCA free within six years of the issue (two years from the IDR response where relevant). AFCA received 104,861 complaints in 2023-24 including 3,559 about investments and advice, resolving most without formal determination. Attach your IDR letter and an AdviserCheck report mapping gaps to s961B, s961G and RG 175 to shorten triage.

Compensation and Systemic Issues

AFCA can award up to $1 million per complaint, with higher super caps, plus fee refunds, interest and non-financial loss in limited cases. Dixon Advisory outcomes — 98.2% of determined complaints in favour of complainants with $35.6 million awarded — show documentation failures pay. Firms must also report systemic issues to ASIC; your complaint data feeds IDR reporting and surveillance.

RG 271 breaches — for example no written response, missing AFCA details, or failure to log — are themselves complainable to ASIC and strengthen an AFCA case. Note individual RG 271 breaches do not automatically require s912D breach reports, but patterns do.

What Good IDR Looks Like

Good IDR under RG 271 is easy to recognise. The firm acknowledges quickly, assigns a case owner separate from your adviser, and provides a written outcome addressing each point you raised with document references. It explains the legal basis, offers remediation where warranted — fee refunds, rework, or compensation — and includes AFCA contacts, time limits and membership details without you having to ask.

Poor IDR is vague, late, or defensive: no reasons, no AFCA details, pressure to accept verbally, or repeated requests for documents you already supplied. AFCA data shows 70% of scam complaints resolved within 60 days and most advice matters settle before determination where firms engage early. If your IDR letter lacks reasons or AFCA rights, note the RG 271 gap in your AFCA escalation — it strengthens your case for a fair review.

Frequently Asked Questions

How long does IDR take?
Maximum 30 calendar days for most advice complaints. Firms must explain any permitted delay and still provide AFCA details.

Is AFCA really free?
Yes for consumers and small business. Firms pay case fees and are bound by determinations you accept.

What if I never got an SOA?
Complain immediately. Missing required advice documents supports both IDR remediation and ASIC reporting. An AdviserCheck completeness check helps evidence the gap.

Does RG 271 replace RG 165?
Yes. RG 165 was withdrawn in October 2022. RG 271 applies to complaints received on or after 5 October 2021.