As well as being a specific licence obligation, having robust processes and systems for dealing with complaints and disputes is an essential part of good business practice.  Both the Corporations Act and the IBCOP require brokers to have a fully documented process for handling complaints and disputes.


A complaint is defined as an expression of dissatisfaction made to, or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is implicitly expected or legally required.


Brokers must implement a system for recording complaints which allows you to more effectively address and analyse them and identify any compliance or systemic issues and risks.


This form establishes a uniform system for recording all complaints and disputes irrespective of whether they are solved through your Complaints and Dispute Resolution Process, or referred to AFCA, and also allows you to generate your Complaints Register.


For any questions regarding the clarification around the questions or the intention of the question in the form, or the process for Complaints/Disputes, please contact the Gold Seal Team.


How to Complete
  1. Locate the form by clicking on 'Click for all Broker Forms' in your 'My Favourites' widget.
  2. Click on the 'Complete' button for the Complaint Form.
  3. The form will display the process the form will take, click the 'Next button' to complete the form.
  4. All questions are mandatory and depending on the responses, additional CCX360 Broker Forms may be generated.  These forms will appear in your 'To Do' widget on your Dashboard.
  5. Complete all the fields, choose the appropriate 'Status':
    1. Draft - if you have started working on the form, however not completed it.  The form will be saved and can be found in your 'To Do' widget on your Dashboard.
    2. Active - you have completed the form.
  6. Click on the Submit button to save the form.


Additional Forms Generated

Depending on the responses provided when completing the declaration, there may be additional CCX360 Broker Forms generated. These forms will appear on your 'To Do' list.


Significant Dealing Notification (PDDO) Form

A Significant Dealing Notification (PDDO) Form is generated when completing the 'What is the issue raised?' question:
  • if you choose 'Financial firm decision - Insurance coverage term (includes product design)'; and
  • you choose 'Yes' to 'Is a significant dealing outside the target market?"


A significant dealing is dealing to your customers outside of the Target Market Determination (TMD) for a product.


A TMD helps you understand the class of customers an insurance policy has been designed for, considering their needs, objectives and financial situations.


Brokers have the responsibility for ensuring a product is only offered to appropriate customers and if it isn't, this form should be completed to record the details.


For any questions regarding clarification around the Significant Dealing Notification (PDDO) or Target Market Determination (TMD) for a product, please contact the Gold Seal Team.


Incident / Breach Form

An Incident / Breach Form is generated under two conditions:
  1. When completing the 'Is this a potential incident / breach?' question and you choose 'Yes'.  An Incident / Breach Form will be automatically generated and placed in your To Do list for immediate completion.
  2. If a complaint is not resolved with a prepared and sent response to the client in relation to their disputer within 21 days (and a maximum of 30 days of receipt from the initial complaint).


Forms Completed in Error

If you answer a question incorrectly and a form is generated in error, you can request to have this deleted.

Please contact your CCX360 Administrator providing them with the:

  • Form Name e.g. Significant Dealing Notification (PDDO) Form
  • Form ID number - see below for location of the ID number
  • Reason for deletion - Generated in error.


Running a Register

Your Complaints register can be exported by clicking on the shortcut within your 'My Favourites' widget on your Dashboard which will take you to the Registers page.


Locate the Complaint Form and click on the export icon.

Please refer to Reporting Requirement Registers for information on the ASIC IDR Report


In the Export Builder select the filters required including:


1. Status

    Filter by the following Statuses:

  • All - results will include forms that are draft, active and finalised.
  • All Open - results will include forms that are draft and active ONLY
  • Draft - results will include forms that are draft ONLY
  • Active - results will include forms that are active ONLY
  • Finalised - results will include forms that are finalised ONLY

2. Date From/To

    Filter by a date range by selecting one of the following:

  • Date From/To - this date range refers to the date you first became aware of the complaint. 
  • Created From/To - this date range refers to when the Complaint Form was first entered into CCX360.
  • Updated From/To - this date range refers to when the Complaint Form was last updated.

3. Once you are happy with your search criteria, click on the 'CSV Export Using Template' button.  You will receive a notification that the results will be emailed to you.

4. The report will be emailed to the address entered in the email address field.  If you don't receive your report, please check your spam and junk folders.

 


IDR Reporting

Financial firms must lodge an IDR report with ASIC every six months. The reporting periods are 1 January to 30 June and 1 July to 31 December. 


  • All complaints made in the current reporting period are to be lodged in the report. 
  • Financial firms with no complaints in the relevant reporting period are still required to submit an IDR report to ASIC. 
  • These firms are not required to submit an IDR data file, they must instead submit a 'nil submission' through ASIC's Regulatory Portal.
  • You will receive an email notification advising you when this report is due to be run.
  • Your IDR Report can be exported via the ASIC IDR Report.


Click on the shortcut within your 'My Favourites' widget on your Dashboard which will take you to the Registers page.

 

Locate the Complaint Form and click on the export icon for the ASIC IDR Report.


In the Export Builder select the filters as follows:

  1. Status - All
  2. Date From 01/01/Year To 30/06/Year or Date From 01/07/Year To 30/12/Year.  Depending on the period you are reporting on.
  3. Click the 'CSV Export Using Template' button.  You will receive a notification that the results will be emailed to you.
  4. The report will be emailed to the address entered in the email address field.  If you don't receive your report, please check your spam and junk folders.