ASFA Learning (RTO ID 90755) is a leading provider of superannuation courses and learning solutions.

Managing systemic issues arising from complaints

Next virtual workshop:

To be confirmed


ASIC has found “preparations for systemic issue identification, ownership and reporting is less developed when compared to trustees’ work on other RG 271 requirements”. (refer 21-230MR) Furthermore, ASIC intends to undertake surveillance of compliance with RG 271 in 2022, focusing on systemic issues arising from complaints and what trustees are doing to learn from these.

This one-hour virtual workshop is specifically designed to help funds identify and deal with systemic issues arising from complaints and is being facilitated by the industry’s highly regarded and respected complaints specialists, Jocelyn Furlan (former Chair of the SCT) and Pam McAlister (AFCA).

At the conclusion of the workshop, you will be able to clearly differentiate a systemic issue from an incident, a breach or an opportunity for improvement, and will have a better understanding of how ASIC expects trustees to handle systemic issues arising from complaints.

Key topics to be discussed include:

  • RG 271 systemic issues requirements
  • Identifying, flagging and reporting potential systemic issues
  • How trustees can set clear accountabilities for identification, reporting, management and rectification of systemic issues identified through complaints
  • Distinguishing potential systemic issues from incidents, breaches and opportunities for improvement
  • AFCA’s role in identifying and reporting systemic issues

Who should attend?

  • Trustees and directors
  • CEOs, and senior management staff
  • Governance
  • Compliance and risk professionals
  • complaints managers
  • contact centre managers
  • service providers
  • those who support the board/trustee function.

Workshop presenters

Jocelyn Furlan

Jocelyn Furlan
Principal, FM Super Resolutions



Pam McAlister
Principal, FM Super Resolutions


How you’ll learn

One-hour online virtual workshop

ASFA’s virtual workshops are a live and interactive learning experience. Participants can engage with industry-leading presenters who are experts in their field, together with their peers, just like they would at an ASFA face to face workshop. It is a unique opportunity to workshop ideas and concepts in a collaborative online environment facilitated by experts.

Virtual workshops are limited to 30 participants to allow for discussion, and to ensure that participants have ample opportunity to ask presenters questions..

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Upcoming virtual workshops

To be confirmed

Price (inc GST)

Member: $195
Non-member: $250

CPD Points

One Continuing Professional Development (CPD) points for members of ASFA’s Professional Accreditation Program.


For all enquiries, contact ASFA Learning.

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