Internal Dispute Resolution Essentials

About

As part of ASFA Learning’s new Essentials Series of short courses targeting core superannuation topics, this quick, convenient course teaches you all about the essential function of Internal Dispute Resolution. It is designed to train front-facing staff on handling member complaints and to help satisfy ASIC’s requirement to “provide targeted induction and ongoing training to staff who handle complaints” (RG 271.150).

Why complete this course?

Since RG 271 Internal dispute resolution came 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. This interactive online course covers the theory and legislative requirements of RG 271 in order to support you or your staff when handling member complaints.

In as little as one hour, this course provides a comprehensive overview of the internal dispute resolution process, together with dispute resolution techniques for managing complaints, and looks at the issues that superannuation fund trustees and administrators need to consider, including documenting procedures, collecting and reporting data, and confidentiality.

And because it leverages the expertise of the ASFA policy and research team, you can rely on our course keeping up with the superannuation industry’s rapidly changing requirements.

What’s covered in the course?

• Defining a complaint
• Understanding the importance of a complaints handling system.
• Explaining the legislative requirements for inquiries and complaints.
• Resolving disputes through an internal dispute resolution process
• Recording disputes in accordance with legislation and organisational procedures.
• The importance of review and continuous improvement processes in relation to handling complaints.
• The external dispute resolution process.

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.

How you’ll learn

Internal Dispute Resolution Essentials is delivered completely online in an interactive e-learning format comprising one e-learning module and a final quiz. Online delivery means you can study anywhere, anytime.

Corporate virtual workshop options are also available – contact us to discuss.

What you’ll gain

Upon successful completion of Internal Dispute Resolution Essentials you will receive an ASFA Certificate of Completion.

How long it will take to complete

The estimated time commitment to complete the course is approximately one hour.