Target market determinations and reporting

The DDO requires us to collect information from our distributors to monitor the distribution of our products – the information we require is set out on the last page of our Target Market Determinations (TMDs). 

Complaints reporting

Any complaints reporting we require is aligned with paragraph RG 271.182 of Regulatory Guide 271 Internal dispute resolution. Data must be aggregated per product and per nature of complaint, and any personal information (such as Customer Name) must not be included.

Required information includes the number and nature of complaints per product, as well as the time taken to respond to the complaint. Distributors will be required to provide:

• Distributor details including distributor name and AFSL/ACL as well as contact name, email and phone number.
• Product name.
• Nature of complaint.
• Detail ie For the above product and nature of complaint during the reporting period:
  • Number of complaints a) received b) closed.
  • Average time (business days) to a) acknowledge complaints b) resolve or finalise the complaint.
  • Number of complaints.
  • Total amount paid to complainants to resolve complaints.
  • Whether a possible systemic issue is identified.
  • Number of complaints escalated to AFCA.
  • Proportion of complaints received from customers who purchased the product.
  • Description of any complaints which resulted in significant harm or detriment of any type to the customer.
  • Any comments about the information to be submitted.

From October 2021, our distributors must provide 6-monthly reports of any complaints received about the product and its distribution, with any reports to be provided in the first 10 business days of April and October each year. Distributors are not required to submit a report of 'nil' complaints.

During the submission period, report any complaints via the online form below. This form is only active during the submission period.