Document ID: chunk:federal_register_of_legislation:F2021C01122:body:0:p2
Version: federal_register_of_legislation:F2021C01122
Segment Type: other
Provision Reference: 
Character Range: 3083–6412

a credit licensee;
            (d) an unlicensed carried over instrument lender;
            (e) a trustee of a regulated superannuation fund or of an approved deposit fund;
            (f) an RSA provider.
financial services licensee means a person who holds an Australian financial services licence.
regulated superannuation fund has the same meaning as in the SIS Act.
RSA provider has the same meaning as in the RSA Act.
Regulatory Guide 271 means ASIC Regulatory Guide 271 Internal Dispute Resolution as published on 2 September 2021.
RSA Act means the Retirement Savings Account Act 1997.
SIS Act means Superannuation Industry (Supervision) Act 1993.
unlicensed carried over instrument lender has the meaning given by subsection 5(1) of the Credit Act as notionally inserted by regulation 25E and Schedule 2 to the National Consumer Credit Protection Regulations 2010.

       Part 2—Standards and requirements

5 Standards and requirements for internal dispute resolution procedures
(1) ASIC makes and approves the standards and requirements mentioned in the following paragraphs and tables of Regulatory Guide 271:
           (a) in "Definition of complaint":
              (i) paragraphs 27 – 29 (including the note);
              (ii) paragraph 32 (including the notes);
           (b) in "Definition of complainant":
              (i) paragraph 39 (including the note);
              (ii) paragraphs 41 and 42;
           (c) in "Outsourcing IDR processes":
              (i) paragraph 48;
           (d) in "What an IDR response must contain":
              (i) paragraphs 53 (including the notes) and 54;
           (e) in "Maximum timeframes for an IDR response":
              (i) paragraphs 56 – 60 and Table 2;
              (ii) paragraphs 64 – 66 (including the notes) and paragraph 69;
              (iii) paragraph 71;
              (iv) paragraph 75;
              (v) paragraphs 76 – 78;
              (vi) paragraphs 79;
              (vii) paragraphs 81 – 85 (including the notes);
              (viii) paragraphs 86, 89, 92 and 93;
           (f) in "The role of customer advocates":
              (i) paragraphs 109 and 110 (including Note 1);
           (g) in "Links between the IDR process and AFCA":
              (i) 111 and 112;
           (h) in "How to manage systemic issues":
           (i) paragraphs 118 – 120 (including the note);
           (j) in "Enabling complaints":
              (i) paragraph 134;
              (ii) paragraph 141;
           (k) in "Resourcing":
              (i) paragraphs 142 and 143;
              (ii) paragraphs 146 and 147;
           (l) in "Responsiveness":
              (i) paragraphs 163 and 165;
           (m) in "Policy and procedures":
              (i) paragraph 172;
           (n) in "Data collection, analysis and internal reporting":
              (i) paragraph 179 and 183.
(2) A word or expression that is defined in Regulatory Guide 271 has the same meaning for the purposes of the paragraphs and tables of Regulatory Guide 271 mentioned in subsection (1).

6 Requirements relating to written reasons
(1) ASIC specifies the requirements mentioned in subsection (2) in relation to written reasons:
           (a) for the purposes of paragraph 47(1)(d) of the RSA Act—for any decision of the RSA provider (or failure by the RSA provider to