ASIC Launches Financial Complaints Data Dashboard: What It Means for Financial Services Firms

ASIC has launched a new interactive Internal Dispute Resolution (IDR) data dashboard, giving the public unprecedented access to complaints data across the financial services industry.

Published on 18 March 2026, the dashboard enables users to compare complaints reported by individual financial firms for the first time, and signals a significant step-change in regulatory transparency and accountability.

What Is the IDR Data Dashboard?

The IDR regime requires certain financial firms to report all complaints received through their internal dispute resolution processes. Under this regime, ASIC is empowered to publish firm-level information about those complaints. In previous years, ASIC published thematic reports on IDR data but following a consultation process in April and May 2025, ASIC has moved to publishing more granular, firm-level data.

The new dashboard allows users to compare individual firms' complaints data, including complaints volumes and trends, complaint outcomes, resolution times, and monetary remedies paid, broken down by product type, such as home loans, credit cards, life and general insurance, and financial advice.

Why This Matters: Transparency as a Regulatory Tool

ASIC Commissioner Alan Kirkland described the dashboard as a significant step in improving public scrutiny of the financial system. The message from ASIC is clear: transparency is a deliberate regulatory strategy, not just a reporting exercise.

For financial firms, this means their complaints performance is now visible to consumers, competitors, and ASIC alike. The dashboard is designed to promote greater accountability within the industry and, as ASIC has noted, to provide the regulator itself with a valuable data set to inform its supervisory and enforcement decisions. Commissioner Kirkland was explicit: the dashboard will help ASIC identify key trends, flag emerging issues for industry attention, and ultimately act before problems become serious.

Key Features of the Dashboard

The IDR data dashboard includes a number of features that financial services firms should be aware of:

• An overview of complaints volumes and trends over specified reporting periods, enabling year-on-year comparisons.

• Categorised breakdowns of complaints by issue type and complaint outcome.

• Complaints resolution times for individual financial firms, allowing direct peer comparisons.

• Information about monetary remedies paid to consumers.

• Guidance for users on how to navigate the dashboard, interpret the data, and understand key definitions and methodology.

The Bigger Picture: IDR and the Reportable Situations

Dashboard

The IDR data dashboard sits alongside ASIC's Reportable Situations dashboard, which was launched in October 2025 and contains granular information about financial services and credit licensees' self-reported breaches. Together, these two dashboards give ASIC — and the public — a much more detailed picture of how firms are handling both complaints and compliance breaches.

The IDR dashboard also aligns with the Australian Financial Complaints Authority's (AFCA) reporting of external dispute resolution data, providing a complete end-to-end view of the financial dispute resolution framework — from internal complaints handling to external resolution and escalation.

What This Means for Your Business

If your firm is required to report complaints data under the IDR regime, ASIC's message is clear: your performance is now publicly visible, and it will be scrutinised by consumers, the media, competitors, and the regulator itself. Firms with high complaint volumes, poor resolution times, or significant monetary remedies paid will be identifiable, potentially impacting consumer trust and attracting regulatory attention.

Beyond the reputational implications, this dashboard signals the direction of travel for ASIC's approach to regulation. Data-driven transparency is increasingly being used as a tool to drive behaviour change across the industry and firms should treat this as a prompt to honestly review the quality of their IDR processes, the accuracy of their complaints reporting, and the adequacy of their consumer outcomes.

Key questions your firm should now be asking include:

Is your complaints data being captured and reported accurately?

Are your IDR processes designed to resolve complaints efficiently and fairly?

Are your resolution timeframes competitive, and are your complaint outcomes genuinely serving consumers?

How does your firm compare to peers in your product segment?

What You Should Do Now

We recommend that all financial services firms covered by the IDR reporting regime take the following steps:

• Review your firm's data on the new ASIC IDR dashboard and understand how you compare to peers across your product segments.

• Share the ASIC media release and the dashboard findings with your Board and Senior Management, and discuss the implications for your IDR framework.

• Audit your complaints data reporting to ensure it is accurate, complete, and consistent with ASIC's methodology and definitions.

• Review the design and effectiveness of your IDR processes, with a particular focus on resolution timeframes, complaint outcome quality, and consumer remediation practices.

• Ensure your firm also reviews its obligations under the Reportable Situations regime and consider how both dashboards may be used by ASIC in its supervisory decision-making.

If you need assistance understanding what the ASIC IDR dashboard means for your firm, reviewing your complaints handling framework, or ensuring your IDR processes are fit for purpose, please contact us.

Our team of compliance specialists can help you assess your current position, strengthen your consumer outcomes, and ensure you're prepared for ASIC's ongoing focus on complaints data transparency.

To access the ASIC IDR Data Dashboard and read the full media release, visit the ASIC website.