The Australian Financial Complaints Authority (AFCA) has published an updated External Dispute Resolution (EDR) response guide covering add-on insurance complaints, setting out what it expects from firms when a complaint remains unresolved and is referred back to the firm. The guide is intended to help firms prepare higher-quality EDR responses that support more efficient complaint resolution. AFCA encouraged firms to start using the updated guide as soon as possible, including checking whether all relevant information has already been provided for complaints awaiting allocation, and said it expects responses to align with the guide for all complaints referred back from 19 May 2025. AFCA also expects firms to comply with the guide even where they dispute AFCA’s jurisdiction, so complaints can be handled promptly if they are found to be within jurisdiction.

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