APRA's complaints handling standards

APRA is committed to complying with the following complaints handling standards and guidelines:

• Australian Standard on Customer Satisfaction – Guidelines for complaints handling in organisations ISO 10002:2006; and
• Commonwealth Ombudsman's Better Practice Guide to Complaint Handling.

Complainants can expect the following specific standards, based on the Australian Standard on Customer Satisfaction – Guidelines for complaints handling in organisations ISO 10002:2004:

• Commitment: APRA staff will provide an efficient and fair resolution of complaints at all levels. APRA acknowledges the right to complain and we encourage feedback about the performance of our functions. APRA has a written complaints policy and accompanying staff procedures.
• Fairness: APRA's complaints handling policy recognises the need to be fair to both the complainant and any staff member who has a complaint made against them. The principles of natural justice will apply. To ensure objectivity, the investigation of a complaint will be conducted by a more senior staff member who is not involved in the subject of the complaint. Each complaint will be addressed in an equitable and unbiased manner.
• Resources: APRA provides adequately resourced staff to manage complaints handling with sufficient levels of delegated authority.
• Visibility: APRA provides avenues for complainants to make complaints, including local free phone facilities and internet access, and, where appropriate, will escalate a complaint to enable resolution.
• Access: APRA's complaints handling avenues are readily available to the general public and are flexible, free and easy to use. Information is in plain language.
• Assistance: Staff will assist members of the public in accessing the complaints handling process and will assist with the formulation of the complaint.
• Responsiveness: APRA responds to complaints courteously and as promptly as reasonably possible. Complainants can expect a formal response from APRA within 15 working days, or whenever is reasonable depending upon the complexity of the matter.
• Data collection: Complaints are recorded and data submitted for central collation.
• Systemic and recurring problems: APRA reviews complaints data, analyses trends and takes action to improve services and rectify systemic or recurring problems within the financial services sector.
• Reviews: APRA reviews its complaints handling processes as and when required.
• Escalation: You may contact the Commonwealth Ombudsman on 1300 362 072 if you are not satisfied with how APRA handles your complaint.