Financial institutions are required to have an internal complaints handling process that meets ASIC's standards.

Complaints processes need to be visible, accessible, responsive, objective, free of charge, confidential, focused on the customer, and committed to by senior management and the Board. Failure to manage complaints properly exposes the business to considerable financial and reputational risk.

This training prepares customer-facing and support staff to carry out their functions when confronted by a customer complaint. It encourages them to take ownership and resolve complaints at the first instance if possible, and to follow appropriate processes to escalate complaints where necessary.

The training is practical: it equips staff to understand how to take a customer-focused approach while still protecting the legitimate interests of the business.

Formative questions throughout the training help the leaner check their understanding of the main points of the material.