REP 603 The consumer journey through the Internal Dispute Resolution process of financial service providers
Released 10 December 2018
This report was commissioned by ASIC and produced by Nature.
It presents the findings of the qualitative and quantitative research to explore and measure consumer experiences of the Internal Dispute Resolution (IDR) process across a range of financial service sectors. It broadly maps the consumer journey through the IDR process and the obstacles many consumers encounter.
