ASIC’s Regulatory Guide 271 expects complaints received through social media to be handled like any other. Brolly captures every post, comment and message on your official channels as it happens, so compliance teams can find the complaint, show how it was handled and keep the record for as long as your policy requires.
RG 271 shapes how complaints are handled. Your record retention obligations shape what you keep. The comment thread shapes your reputation.
Our understanding of ASIC’s guide is that a complaint made through social media must be handled under your IDR process where the complainant is identifiable and contactable. It has applied to complaints received since 5 October 2021.
Replies from advisers, product questions answered in comments and promotional posts can all need to be kept under your record retention obligations. Screenshots miss the edits and deletions that matter most.
If a matter goes to the Australian Financial Complaints Authority, you will want the full thread, including what the customer said and when you responded, with timestamps you can rely on.
A public comment thread can become a liability quickly. Capture it, moderate it under rules you set and keep the evidence of what happened and what you did.
Let the people closest to the customer keep talking. Give the people answerable for the record everything they need to review it.
Official accounts are captured in the background. Advisers and marketers keep moving while the record keeps pace.
Review originals, edits, deletions, context and the actions your team took, from one complete chronology.
Brolly keeps the record. Your IDR process decides how the complaint is handled.
Posts, comments, messages, media, metadata, edits and deletions are kept from every official account.
Keyword and phrase alerts email the people who need to act when “complaint”, “AFCA” or a product name appears.
Tag and annotate the records that belong to one complaint, with a full audit trail of who did what.
Search once and export a chronological package in PDF, CSV, HTML or JSON for a regulator, AFCA or your legal team.
With every official channel in one up-to-date archive, your team watches conversations unfold in near real time. Set alerts to receive an email when keywords or phrases appear in posts, comments and messages. Tag the records that belong to one complaint so the whole history is in one place.
Our new everyday account is now open to all customers.
I have been waiting three weeks for a fee refund. This is a complaint.
We are sorry. Our complaints team will message you today.
There is no point in creating an archive unless you can retrieve records easily when they are required. Brolly gives authorised staff 24/7 access to verifiable records complete with metadata, links and media, and exports in PDF, CSV, HTML and JSON for a regulator, AFCA or your legal team.
Social media platforms change their policies and features constantly. Once your accounts are connected, Brolly takes care of those changes for you, and Brolly Protect helps hide harmful or non-compliant comments quickly while the record of what was posted is kept.
Hidden under the “personal financial details” rule at 4:12 pm.
Hidden under the “abuse” rule at 4:15 pm. Reviewed by compliance.
Both comments kept in full, with the rule, the action and the time.
Your data is stored on AWS cloud servers located in Australia. Brolly Australasia Pty Ltd is 100% Australian owned and operated, with an Australian support team. Access is role-based, so compliance, marketing, customer service and legal teams each see what they need.
See capture, search and export on your own channels in a 20-minute walkthrough. Compliance teams welcome. 30-day free trial, no credit card, unlimited accounts and users.
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