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Thought Leadership
10 ways Respond complaint management system can help you navigate RG 271

Regulatory Guide 271 (RG 271) set out by The Australian Securities and Investments Commission is forcing financial services businesses to assess how they…

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Thought Leadership
4 key considerations to ensure consistency and quality when project planning

There’s more pressure than ever to deliver projects on time, on budget and on brief. It’s vital that we look to guarantee the consistency and quality of…

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Thought Leadership
What Does RG 271 Mean for You?

The Australian Securities and Investments Commission’s Regulatory Guide 271 (RG 271) is the most prescriptive, not to mention enforceable, complaints guidance…

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Thought Leadership
How quality assurance processes play a crucial role in complaint handling

Nearly 70% of businesses believe that customers are satisfied with their complaint handling, research shows. But only 26% of customers report that they…

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Customer Success
How can businesses work to increase empathy on the complaints management front line?

When it comes to complaints management, a sympathetic ear is a vital tool. Customers crave someone to listen to their issue, and ultimately, provide reassurance…

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