Skip to main content

Consumer Complaints System

4.2 Consumer Complaints System

This submodule sets out the information about your consumer complaints system that you need to submit with your application. It will help you to understand: ​

  • our expectations for managing consumer complaints ​
  • how systems can strengthen consumer safeguards around member activity. ​

We ask for this information in line with professional standards legislation. For example, in the Professional Standards Act 1994 (NSW), sections 10 and 36 cover this. ​

In some jurisdictions (the Australian Capital Territory, Northern Territory, South Australia, Tasmania or Victoria) we must consider your proposed scheme’s provision for making and determining complaints. ​

This is not mandatory in New South Wales, Queensland and Western Australia. However, we assess an association’s consumer complaints systems with any scheme application and consider it an important part of professional risk management. ​

View attachments: