Complaints Handling Expectations (RG 271 Context)

Australian regulations (specifically ASIC Regulatory Guide 271) set clear expectations for how complaints are handled.

Regulatory Requirements

flowchart LR
    subgraph RG271["RG 271 Requirements"]
        direction TB
        A["Clear<br/>Identification"]
        B["Timely<br/>Handling"]
        C["Transparent<br/>Communication"]
    end

    style A fill:#e1f5ff
    style B fill:#e1f5ff
    style C fill:#e1f5ff

Requirement	What It Means
Clear identification	Complaints must be recognised and logged
Timely handling	Defined timeframes for response and resolution
Transparent communication	Customers know what's happening

Partner Role in Complaints

Critical Partner Responsibilities
Partners play a key role in the early stages of complaint handling—recognition and escalation.

Partner Responsibility	Why It Matters
Recognise complaints	Know when an enquiry becomes a complaint
Escalate appropriately	Hand over to WeatherIt promptly
Avoid informal resolution	Don't try to resolve insurance issues yourself

flowchart LR
    A[Customer<br/>Contact] --> B{Enquiry or<br/>Complaint?}
    B -->|Enquiry| C[Partner<br/>Responds]
    B -->|Complaint| D[Escalate to<br/>WeatherIt]

    style A fill:#e1f5ff
    style B fill:#fff4e1
    style C fill:#e8f5e9
    style D fill:#f3e5f5

More Detail Available
Detailed guidance on complaints handling is covered in the Complaints, Enquiries & Customer Support section.

Early recognition and proper escalation are your key responsibilities—WeatherIt handles the resolution.