ASIC’s IDR dashboard: how does your complaints handling compare?
ASIC’s interactive Internal Dispute Resolution (IDR) dashboard gives financial firms, consumers and regulators new visibility of complaint volumes, resolution times and outcomes at the firm level. For licensees, the data is more than a transparency measure – the dashboard provides a practical benchmarking tool that can help identify emerging risks, compare performance against peers and anticipate areas of regulatory scrutiny.
We highlight key insights from the dashboard, what the data reveals about complaint handling across the financial services sector and what financial firms should consider when assessing their own IDR performance.
Five things financial firms should take from the IDR dashboard
- In March 2026, as part of a push to enhance transparency and accountability, ASIC launched its interactive Internal Dispute Resolution (IDR) data dashboard. For the first time, the dashboard allows users to compare complaints reported by financial firms at the individual firm level. A recent update includes complaints data up to 31 December 2025, along with details of complainant demographics.
- With ASIC undertaking ongoing surveillance of financial firms’ complaints processes and incident management, IDR processes and outcomes for credit and Australian financial services (AFS) licensees are subject to continuing regulatory scrutiny.
- The dashboard is a useful tool for consumers and financial firms to analyse complaints volume, type, trends, handling and outcomes as between different financial firms and across product categories or subsectors.
- The dashboard may also assist ASIC – as well as litigation funders and class action lawyers – to identify potential targets for investigation and civil claims.
- Financial firms should consider using the dashboard to review their own IDR data, and those of comparable firms, to identify potential systemic issues and to anticipate areas of future regulatory focus.
What is ASIC’s IDR dashboard?
Earlier this year, following consultation with financial firms across April and May 2025, ASIC launched its interactive IDR dashboard. The dashboard provides a comprehensive, publicly accessible overview of complaints reported by individual financial firms about specific financial products (eg superannuation, financial advice, home loans, credit cards, managed investments, insurance).
ASIC has published industry-wide data reported by firms under the IDR data reporting regime since December 2024, relating to complaint data lodged by firms from 1 July 2023 to 30 June 2024. However, the introduction of the dashboard marks the first time ASIC has published firm-level data, enabling users to compare data reported by different firms.
The data has clear value for consumers, who can now quickly and easily compare financial providers across key complaint metrics in a way they could not previously. Whether the type and number of complaints a financial firm receives – and how quickly and by what means they are resolved –will ultimately influence consumer product choice remains to be seen.
The information accessible via the dashboard can also be valuable for financial firms themselves. Firms can compare their IDR results with competitor firms offering similar products or services. The dashboard also provides visibility of which products, or issues, are most frequently subject to IDR, assisting firms to identify areas of focus for improvements to services or products relative to the market.
Class action lawyers and ASIC are also likely to be monitoring the data. Licensees experiencing very high complaint volumes relative to their peers, or increasing complaint volumes may find themselves the target of investigations or civil claims.
ASIC has previously pursued civil penalty proceedings for non-compliance with IDR procedures and timeframes and is undertaking ongoing surveillance and investigations in this area. More broadly, ASIC may use the aggregated complaints data to identify themes, trends and problematic areas, which can then inform its future surveillance and investigatory activity.
Funds and other financial providers should use the dashboard to benchmark their complaint statistics against peer firms and the market, and to consider whether the comparative data indicates that complaint resolution processes may need to be improved.
Below, we outline some high-level insights from the data now accessible through the dashboard. We encourage licensees to spend time using the dashboard to understand how their business compares with others from a complaints and IDR perspective.
What does the IDR dashboard reveal about complaint handling?
Where complaints are concentrated – and how quickly firms are resolving them
Unsurprisingly, the data confirms that the majority of consumer financial complaints are in respect of insurance, credit, deposits and payment systems. Domestic insurance and consumer credit form the bulk of consumer complaints. By contrast, investments and trustee services, as well as financial advice, generate materially lower complaint volumes.
During the 2025 calendar year, most complaints concerned service, with common issues being delays, technical problems, account administration errors and failure to follow instructions in a timely way.
Scams and fraud, including complaints about unauthorised transactions, comprise one of the larger complaint categories.
Industry-wide, most complaints are resolved within 30-45 days, many within a week, and a significant proportion immediately, within one day.
The average monetary remedy across all complaints was $749, with over $400 million in total awarded to complainants in 2025.
Notably, only 3253 firms lodged data with ASIC indicating they had received complaints from consumers. In contrast, 10,264 firms reported zero IDR complaints.
How investments, superannuation and trustee services compare
Across investments, superannuation and traditional trustee services, firms received more than 300,000 complaints in 2025, yet only a small proportion of 8523 complaint resulted in a monetary remedy.
Most complaints were resolved with an apology or explanation only, or no remedy at all, while a service-based remedy was otherwise offered in a significant proportion of complaint instances.
Where complaints resulted in monetary remedies, the average payment was $2338, with a total of over $19.6 million in compensation paid during 2025.
The ‘investments’ category leads the field on efficient closure of complaints, with 72.8 per cent of complaints closed within a day. Superannuation complaints tend to require more time to resolve, with 47.7 per cent of complaints closed within a day and an average closure time of around 11 days.
What should financial firms do next?
The IDR dashboard gives financial firms a practical way to benchmark complaint compare volumes, resolution times and outcomes against peers, identify outlier trends, and assess whether their IDR processes, resourcing and governance remain fit for purpose.
Financial firms should consider using the dashboard as part of their regular complaints and risk monitoring, rather than reviewing it solely as a source of publicly reported data. Understanding where a firm sits relative to its peers may help identify potential systematic issues before they attract regulatory to litigation attention.
If you would like help interpreting the dashboard, benchmarking your IDR performance or identifying potential areas of regulatory or litigation risk, contact our HW Funds or Litigation and Dispute Resolution team.
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