Jira & Confluence 
Bitrix24 ASIC RG 271 · AFCA Rules · applies in every state and territory
Bank, lender or insurer won't fix it? — complaint letter ready, reply deadline counted
Short answer. Your formal complaint is open below: list what happened and what you want. Firm's written response — standard complaints: No later than 30 calendar days after receiving the complaint (ASIC Regulatory Guide 271, RG 271.56).
- Written response due — standard complaints (30 calendar days): type the date
- Written response due — credit complaints about a hardship request or a default notice (21 calendar days): type the date
- If this is instead the date of the firm's final response: generally the last day to lodge with AFCA (2 years): type the date
Check your own case.
A financial firm must give you its internal dispute resolution (IDR) response no later than 30 calendar days after receiving your complaint (ASIC RG 271.56); for credit complaints involving hardship notices, postponement requests or default notices, no later than 21 calendar days (RG 271, Table 2). AFCA will generally not consider a complaint unless it is lodged before the earlier of six years from when you became aware of the loss and two years from the firm's IDR response (AFCA Rules B.4.3.1). Superannuation and some other complaints have different limits.
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Enter the date the firm received your complaint, and I will show you when its answer is due.
Put the exact amount and the date you reported it in the table. That is the first thing the complaints team will check.
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Deadlines
The rules, with the source
| What | Deadline | Source |
|---|---|---|
| Firm's written response — standard complaints | No later than 30 calendar days after receiving the complaint | ASIC Regulatory Guide 271, RG 271.56 |
| Credit complaints about hardship, postponement of enforcement or a default notice | No later than 21 calendar days after receiving the complaint | RG 271, Table 2 (RG 271.80–271.91) |
| Traditional trustee complaints | No later than 45 calendar days | RG 271, Table 2 |
| Acknowledging your complaint | Promptly — ASIC expects within 24 hours (or one business day), or as soon as practicable | RG 271.51 |
| Time limit to go to AFCA (most complaints) | Before the earlier of: 6 years from when you became aware of the loss; 2 years from the firm's IDR response | AFCA Complaint Resolution Scheme Rules (12 March 2026), B.4.3.1 |
Federal rules for banks, credit providers, insurers and other AFCA members, the same in every state and territory. Write down the date the firm received your complaint.
Step by step
What to do, in order
1
Gather the facts
Dates, amounts, references, and what the firm already told you.
2
Fill in the table
One line per event, so the firm can check each one.
3
Say exactly what you want
A refund with an amount, a claim paid, a hardship arrangement.
4
Send it through the complaints channel
Ask for a reference number and note the date received.
5
Watch the deadline
30 days for most complaints, 21 for hardship or default notices.
6
Go to AFCA
Not satisfied or no answer in time? Lodge with AFCA, attaching this letter and the reply.
Questions
How long does my bank have to answer?
For most complaints, no later than 30 calendar days after receiving it. For credit complaints about a hardship request or a default notice, 21 calendar days.
Can I go straight to AFCA?
AFCA expects you to complain to the firm first. This letter is that step; keep a copy and the date it was received.
Is there a deadline for AFCA?
Generally yes: before the earlier of two years from the firm's final response and six years from when you became aware of the loss. Superannuation and some other complaints have different limits.
Official sources
Other documents
Keep the papers in one place
Letters, receipts and notices in one folder you can share with family or a lawyer. The templates and the editor are free; Layers is free for up to 20 people.
This is a ready document and a deadline calculation, not legal advice.