The Australian Securities and Investments Commission’s interactive complaints data dashboard has, for the first time, provided company-specific internal dispute resolution details, as submitted by financial services operators.

ASIC launched the dashboard last month after the December 2024 release of an inaugural report on IDR in the financial services sector for that financial year. The report contained a breakdown by product, industry and issues, but individual company details were excluded.

In the 2023-24 report, general insurance products chalked up the most complaints, accounting for 33% – or about 1.56 million – of the more than 4.7 million cases lodged.

ASIC says the IDR dashboard “aligns with the publication of external dispute resolution data by the Australian Financial Complaints Authority to provide a complete picture of the financial dispute resolution framework.

“As the first step in the financial dispute resolution framework, IDR plays a vital role in providing remedies and protections for consumers. It is an avenue for redress to millions of Australians who complain to financial firms each year.”

IDR is the process of receiving and dealing with consumer and small business complaints.

The dashboard does not provide details on the proportion of closed cases that went to the Australian Financial Complaints Authority for final remediation.

See ANALYSIS.