In February 2017, the Insurance Brokers Code Compliance Committee (the Committee) conducted an Own Motion Inquiry to develop a better understanding of how organisations manage their obligations under Service Standard 10. The Committee’s report on this inquiry set out several recommendations for improvements to the complaint handling process.

This report details the findings of a 2018 follow-up inquiry revisiting these internal dispute resolution (IDR) issues. The findings allow the Committee to assess whether organisations had adopted its recommendations from the previous year.