Is Your Complaints Process Fit for Purpose?
For many Australian Financial Service licensees, complaint handling is seen as a cost; a necessary compliance function that exists to satisfy regulatory obligations and resolve customer frustration. But in today’s environment, where consumer experience is closely tied to reputation, risk, and performance, this view is increasingly outdated.
Handled well, complaints can be a powerful source of insight and improvement. They provide unfiltered feedback from consumers, highlight gaps in process and service, and when resolved effectively, can even strengthen trust.
The challenge for many teams is knowing where they stand and how to improve. That’s where Superware’s new Complaints Resolution Scorecard comes in…
Introducing our new Complaints Resolution Scorecard
Superware's Complaints Resolution Scorecard is free, fast online assessment enables complaints and operations teams to assess the maturity of their complaints function across three critical areas: regulatory compliance, systems and processes, and consumer experience. In just a few minutes, the scorecard delivers a detailed report that can help you identify strengths, uncover gaps, and map out practical next steps.
In this remainder of this article, we’ll explain why complaint handling matters more than ever, what the latest regulatory guide requires, and how the scorecard works to help you improve.
Complaints are a leading indicator
Too often complaints are only seen as a problem to be minimised. No one wants their organisation to appear on a regulator’s “most complained about” hit list, and it’s tempting to measure success by how few complaints are received.
But a lack of complaints isn’t always a sign of a healthy organisation, it might just mean your customers have given up trying to be heard.
In reality, complaints are a leading indicator. They signal what’s not working, whether it’s a policy, a process, a communication gap, or a failing system. For financial services firms that listen, complaints are a valuable opportunity to identify issues early, correct course, and deliver better service. They’re not just feedback, they’re fuel for improvement.
But to make the most of that opportunity, you need to ensure your complaints function is structured, responsive, and aligned with both consumer expectations and regulatory requirements.
Understanding RG 271: the regulatory baseline
Since October 2021, financial firms and superannuation funds have been subject to Regulatory Guide 271 (RG 271), ASIC’s framework for internal dispute resolution. RG271 sets clear expectations for how complaints must be handled, from initial contact to final response.
Under the guide, most complaints must be resolved within 30 calendar days. Superannuation death benefit complaints have a 45 day limit, while financial hardship complaints require a response within 21 days.
The definition of a complaint is also broader than many realise: any expression of dissatisfaction where a response is expected, whether submitted in writing, verbally, or online, qualifies.
Importantly, RG 271 goes beyond timing. It requires businesses to establish fair, visible, and effective processes. That includes transparent communication, staff training, system capabilities, and regular internal reporting. In short, it’s not just about answering quickly, it’s about resolving complaints meaningfully and ensuring systemic issues don’t go unaddressed.
Non compliance isn’t just a legal risk. It’s a reputational one.
But simply “meeting the standard” isn’t enough. The best performing organisations see RG 271 not as a ceiling, but as a baseline to build from.
Why we built the scorecard
At Superware, we work closely with teams in superannuation, financial services, and government who are responsible for complaints, compliance, and customer experiences. What we’ve found is that while most teams take complaints seriously, few have a clear picture of how their current approach stacks up, especially across the three most important areas: regulation, systems, and service.
Some are confident in their compliance but struggle with process efficiency. Others have strong systems but inconsistent consumer engagement. Many simply don’t have the visibility to know where the gaps are.
That’s why we built the Complaints Resolution Scorecard: a practical, self-service tool to help teams evaluate their complaints function quickly and independently.
The scorecard is structured around three key dimensions:
- Compliance with RG271: Are your processes and timeframes aligned with the regulatory guide? Are complaints correctly identified and recorded?
- Systems and Processes: Do your tools enable timely, consistent handling, or do they create friction and delays?
- Customer Experience: Do complainants feel heard and respected? Are your communications transparent and helpful?
Each area includes simple, high impact questions that take less than five minutes to answer.
What you’ll get
Once you complete the assessment, you’ll receive a customised report summarising your performance across each of the three categories. The report includes your total score, a breakdown by category, and practical guidance on where to focus your improvement efforts.
It also includes a capability maturity graphic that visually shows where your organisation is strong, and where there’s room to grow. These insights are designed to be shared across your team or used to support internal business cases for investment in training, systems, or process improvement.
In addition, you’ll have the option to book a free follow up session with one of Superware’s advisors. We’ll walk you through the report, help interpret your results, and show you how your score compares to sector benchmarks.
Who it’s for
The scorecard is designed for professionals responsible for or involved in complaints handling, whether you’re in a dedicated complaints team, a broader consumer or member operations function, or a compliance and governance role. It’s particularly useful for:
- Team leaders seeking a fast health check related to complaints, resolutions or disputes
- Executives preparing for regulatory reporting or audit
- Project teams reviewing systems or planning process or systems improvements
- Anyone new to RG 271 looking for a structured overview
It’s also open to any organisation, not just Superware customers. There’s no cost, and no obligation.
A smarter way to start
Improving your complaints function doesn’t need to start with a six month project or a major investment. Sometimes, the smartest move is simply to take stock, understand where you are today and get clarity on where to go next.
That’s what the Complaints Resolution Scorecard is all about.
It’s simple. It’s free. It’s fast. And it might just be the spark that takes your complaints function from compliance driven to customer focused.
You can try it now. It takes less than five minutes and could help you unlock lasting improvements in how you serve your customers and how your organisation is perceived.
You might also like
Here are a few more articles we think you’ll enjoy.
