Letter · Financial Services Regulation
Internal dispute resolution (IDR) final response letter, with delay notification
IDR response letter that deals with each issue raised, states findings and reasons, sets out the outcome and remedy, and gives AFCA rights and contact details as RG 271 requires, plus a short IDR delay notification.
- Kind
- Letter. A letter or email you adapt and send.
- Where it applies
- Australia
- AI use
- Yellow AI can help in set ways. A lawyer checks specific points before use.
- Law stated as at
- 17 October 2026
- Status
- Maintained. Checked on 17 October 2026 against the 6 authorities it cites, for Australia.
- Version
- 1
- Source
- Written for this library
When to use it
Use to give a complainant the financial firm's final IDR response, or to tell them the response will be late. Check which RG 271 timeframe applies first. A written response is not needed for complaints closed within five business days, unless the complainant asks for one or the complaint concerns hardship, a declined or disputed insurance claim, or a superannuation trustee decision (RG 271.71 to RG 271.75).
How AI may be used
AI may assemble the complaint chronology and help draft the response under a person's direction, but the findings, the outcome and the remedy are decisions for the complaints officer, and every fact must be checked against the complaint file before the letter is sent.
AI may
- Build a complaint chronology from the complaint file, citing the record behind each entry.
- List every issue the complainant raised so that the response can address each one.
- Draft the letter in plain English from findings the complaints officer has made, and check it contains the AFCA information.
AI must not
- Must not make findings of fact, decide the outcome or set the amount of any remedy.
- Must not describe records or investigations that are not on the file.
- Must not send the letter, or an automated response, without review and approval by an authorised person.
The lawyer checks
- Each issue raised is identified and answered, and findings refer to the information that supports them (RG 271.54).
- The correct maximum timeframe was applied and the letter is dated within it, or a delay notification was sent in time.
- AFCA details and time limits are current, and any special content (for example superannuation death benefits) is included.
Method: how the Green, Yellow and Red levels are decided. This is guidance for planning, not legal advice.
Official form
Open the official form. Always use the current version from the issuer.
Read the full text
The full text is for signed-in accounts. It is free. When you sign in you can:
- read the whole precedent, with its drafting notes beside it;
- copy it, or download it as a Word file or Markdown;
- add it to your firm’s knowledge base, so colleagues can find it;
- let the AI tools you connect read it from that knowledge base.
The summary, the law it rests on and the AI-use guidance above stay public. Privacy.
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All precedents for Financial Services Regulation · Tasks and AI use in this area