Australians now have unprecedented access to consumer complaints data following the launch of ASIC's new interactive dashboard.
The Internal Dispute Resolution (IDR) data dashboard enables users to compare the complaints reported by individual financial firms for the first time, including their handling of complaints associated with specific products like home loans, credit cards, life and general insurance, or financial advice.
ASIC Commissioner Alan Kirkland said the data dashboard would enhance transparency by providing valuable insights into complaints volumes and trends, giving greater visibility of consumer concerns and potential harm across the financial services industry.
'Transparency is crucial to supporting a fair, strong, and efficient financial system. The launch of our new internal dispute resolution data dashboard marks a significant step in improving public scrutiny of the system,' he said.
Other key features of the dashboard include:
- an overview of complaints volumes and trends over specified reporting periods
- categorised breakdowns of complaints by issue and complaint outcome
- complaints resolution times for individual financial firms, and
- information about monetary remedies paid.
Commissioner Kirkland added that in addition to empowering consumers, the public-facing dashboard promotes greater accountability within the financial services industry and provides ASIC with a valuable data set to inform regulatory decision making.
'Beyond providing for a comparison between individual firms, this dashboard provides a bird's-eye view of how the Australian financial sector handles complaints,' said Mr Kirkland.
'This makes it easier to identify key trends, including the reasons complaints are lodged, increases or decreases in complaints handling times, and the sorts of products that attract the most complaints. This in turn allows us to flag emerging issues for industry attention before they become serious problems.'
The dashboard also includes important information for users about how to navigate the new dashboard, how to interpret the data, definitions of key terms, and an explanation of the methodology.
This IDR data publication aligns with the Australian Financial Complaints Authority's reporting of external dispute resolution (data to provide a complete picture of the financial dispute resolution framework.
In October, ASIC also launched its Reportable Situations dashboard, which contains granular information about financial services and credit licensees' self-reported breaches.
Interactive dashboard
Internal Dispute Resolution data dashboard
Additional information
- ASIC outlines approach to breach and complaints data publications
- 25-054MR ASIC consults on plan to increase visibility of firms' breach and complaints data
- Reportable situations insights
- 24-264MR ASIC flags key observations from inaugural IDR data publication
- How to complain
Background
The IDR regime requires certain financial firms to report all complaints received through their IDR processes. ASIC is empowered to publish firm level information about complaints received.
In previous years, ASIC published thematic reports on IDR but has since foreshadowed the intention to publish more granular data following consultation.
ASIC consulted on its proposed approach over April and May 2025, before publishing a summary of feedback in September 2025 outlining its final approach to the IDR data publication.
The publication approach was determined following consideration of 47 submissions received in response to CP 383 Reportable situations and internal dispute resolution data publication (CP 383).
