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

RG 271 Member-Focused Complaints Handling program

Next virtual workshop:

To be confirmed


An interactive and engaging blended learning program designed to train front-facing staff on fairly and effectively handling member complaints, and to satisfy ASICs requirements to “provide targeted induction and ongoing training to staff who handle complaints” (RG 271.150).

Why complete the course?

With RG 271 Internal dispute resolution coming into effect on 5 October 2021, ASIC requires staff who deal with complaints to have the knowledge, skills and attributes to effectively perform their roles. ASFA’s brand-new RG 271 Member-Focused Complaints Handling program, delivered in conjunction with the industry’s most regarded and respected complaints specialists, Jocelyn Furlan (former Chair of the SCT) and Pam McAlister (AFCA), makes it easy to meet your RG 271 obligations and get exactly the right technical and skills-based training for you or your staff to fairly and effectively handle member complaints.

Blended learning format

RG 271 Member-Focused Complaints Handling program is delivered in a blended format featuring an interactive online e-Learning module covering the theory and legislative requirements of RG 271, together with an engaging 2-hour workshop that ‘goes beyond the technical’ to provide practical guidance and tips, including active listening and effective communication, tips for identifying vulnerable complainants and dealing with conflict, as well as opportunities to practice the learnings in small break out groups. A final online quiz confirms staff understanding of the learnings from the program.

Workshop presenters

Jocelyn Furlan

Jocelyn Furlan
Principal, FM Super Resolutions



Pam McAlister
Principal, FM Super Resolutions


Is this course right for you?

This course will suit all staff within superannuation funds or service providers to the superannuation industry as per ASIC’s RG 271 requirement of “providing training to all staff, not just complaints management staff, about the IDR process” (RG 271.132). It is especially designed for:

  • Front line complaints handling staff
  • Staff dealing with escalated complaints

What you’ll learn about

  • What a complaint is and the importance of a complaints handling system
  • The legislative requirements for inquiries and complaints
  • How to resolve and record disputes through an internal dispute resolution process
  • The importance of review and continuous improvement processes in relation to handling complaints
  • The external dispute resolution process
  • Active listening to identify the issues raised by a complainant
  • Communicating with complainants in plain language
  • Tips for identifying vulnerable complainants
  • Tips for dealing with high conflict or unreasonably persistent individuals
  • Investigating and exploring resolution options.

What you’ll gain

Upon successful completion of the RG 271 Member-Focused Complaints Handling program you will receive an ASFA Certificate of Completion.

How long it will take to complete

You will have access to the online components of the program for 3 months, with the estimated time commitment to complete the whole program approximately three hours.

Upcoming virtual workshops

To be confirmed

Price (inc GST)

Member: $295
Non-member: $350

CPD Points

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


For all enquiries, contact ASFA Learning.

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