The Australian Financial Complaints Authority (AFCA) has published a new External Dispute Resolution (EDR) Response Guide for credit enquiry complaints. 

The updated guide will assist financial firms to prepare quality EDR responses for complaints about credit enquiries. 

It includes instructions for firms about the information they should include in a response, including the financial firm’s position, the complainant’s position, any jurisdictional issues, proposals to resolve the dispute and supporting information or documents. 

Read the guide here.

AFCA has also updated its EDR Response Guide for credit listing complaints. You can find the updated guide here. 

See all of AFCA’s EDR Response Guides here.