AFCA has updated its extension policy for complaints at its post-IDR refer back stage to align with the complaint management delays section of RG 271. 

To ensure a consistent approach to extension requests on complaints at its registration and referral stage, from 1 April 2022 AFCA is updating its extension policy for complaints at its post-IDR refer back stage to align with its IDR extension policy. 

Under the updated policy, financial firms will be able to request an extension of up to 7 days on complaints at its post-IDR refer back stage in certain circumstances. Requests for an extension can be made via the AFCA Member Portal. The maximum extension timeframe on complaints at IDR referral remains unchanged at 14 days. 

You can find information about RG 271 and the IDR and post-IDR extension request policies and procedures on our website.