Complaints Handling for Financial Services (Australia)

Description

This course consists of five short modules, each focusing on a different area of the dispute resolution process. The first three modules address ASIC’s requirement that all staff be trained on the internal dispute resolution process. Modules one and two outline the process. Module Three provides detailed training on the management of complaints that cannot be handled on the spot. Module 3 is suitable for all staff that deal with customers or who handle disputes, and would be valuable for all other staff to enhance their understanding of the complaints process.

ASIC expects that staff handling complaints will have, among other skills, empathy, respect and courtesy; awareness of cultural differences and the ability to identify and assist complainants who
need additional assistance; and strong verbal and written communication skills. Modules Four and Five offer training to help address these expectations.

The lessons include formative assessments in the form of scenarios that illustrate the way the process works in real life.