Creditcrest Complaints

• ASIC RG 271.56 (enforceable), and its Note: “A financial firm must provide an IDR response to a complainant no later than 30 calendar days after receiving the complaint. … Note: Section 36 (Calculating time) of the Acts Interpretation Act 1901 is to be applied in construing the timeframes in RG 271. The timeframes begin on the day that the complaint is received, regardless of whether the day of receipt is a business day. As per s36, the timeframes do not include the day of receipt.”
• ASIC RG 271.86 (enforceable): “If a complaint involves a default notice, the credit provider or lessor must provide an IDR response to the complainant within 21 calendar days.”
• ASIC RG 271, Table 2 (credit-related complaints involving hardship notices or requests to postpone enforcement proceedings): “If the credit provider or lessor does not have sufficient information about a hardship notice to make a decision, they must request the information no later than 21 calendar days after receiving the complaint. The complainant must provide the information within 21 calendar days of receiving the request. Once the credit provider or lessor has received the requested information, the credit provider has a further 21 calendar days to provide an IDR response. If the credit provider or lessor does not receive the requested information within 21 calendar days of requesting the information, the credit provider or lessor has 7 calendar days to provide an IDR response. … If agreement is reached about a hardship notice or request to postpone enforcement proceedings, the credit provider or lessor has 30 calendar days to confirm the terms or conditions in writing.”
• ASIC RG 271.51 (guidance, not marked enforceable): “A financial firm should acknowledge receipt of each complaint promptly. We expect that firms will acknowledge the complaint within 24 hours (or one business day) of receiving it, or as soon as practicable.”
• ASIC RG 271.53 (enforceable): “An ‘IDR response’ is a written communication from a financial firm to the complainant, informing them of: (a) the final outcome of their complaint at IDR (either confirmation of actions taken by the firm to fully resolve the complaint or reasons for rejection or partial rejection of the complaint); (b) their right to take the complaint to AFCA if they are not satisfied with the IDR response; and (c) the contact details for AFCA.”
• ASIC RG 271.71 and 271.75 (enforceable): “A financial firm does not need to provide an IDR response to a complainant if the firm closes the complaint by the end of the fifth business day after receipt because the firm has: (a) resolved the complaint to the complainant’s satisfaction …; or (b) given the complainant an explanation and/or apology when the firm can take no further action to reasonably address the complaint … A financial firm must provide a written IDR response, even where the complaint is closed by the end of the fifth business day: (a) if the complainant requests a written response; (b) if the complaint is about: (i) hardship …”

ASIC’s page on IDR data reporting says all Australian credit licensees must report, and that firms first submit under the updated handbook in the July to August 2026 window, covering complaints received or closed from 1 January 2026. Element names and the channel, status, complainant-type and yes/no codes below were read from the handbook; the product, issue and outcome code lists were not transcribed, so those columns carry the codes the lender supplies and are not checked against ASIC’s lists.

POST /v1/complaints/clock, /v1/complaints/register, /v1/complaints/extract. See /v1/complaints.