DFSE208 - Complaints Handling and Dispute Resolution

Subject overview

STUDY MODE

100% online

AQF LEVEL

5

NEXT INTAKE

11 Jan 2027

SUBJECT DURATION

12 weeks

SUBJECT FEE

$720.00

Complaints handling and dispute resolution explores the process of complaints handling and dispute resolution within the context of the financial services sector. It discusses the legislative and regulatory obligations for financial services complaint handling, steps for managing conflict resolution, and use of insights from customer feedback and complaints to continuously improve organisational policies and processes.

For more information, please refer to the subject outline.

Diploma of Financial Services >

Subject information

Learning outcomes

On the successful completion of this subject, individuals should be able to:

Identify the legislative and regulatory obligations for resolving financial services complaints and disputes.
Describe the sources of conflict in customer relationships.
Discuss the conflict management and dispute resolution processes.
Develop strategies to effectively manage conflict, negotiate resolutions and embed insights into organisational practices.

Topics covered

Complaints handling in financial services
Sources of conflict in customer relationships
Steps in the conflict resolution process
Negotiating dispute resolution
Strategies to manage difficult conversations
Applying conflict resolution strategies
Continuous improvement based on customer feedback and complaints

Reading list

There is no prescribed text for this subject.

Individuals are provided with key readings and access to Kaplan Professional’s online databases. Individuals are encouraged to research and read widely on the topic.

Assessments

Assessment Type	Assessed	Weighting
Quiz	Week 4	10%
Task	Week 6	20%
Oral Assignment	Week 10	20%
Assignment	Week 12	50%

Click here for an assessment timetable.

Previous study requirements

Recognition of prior learning (RPL)

Advanced standing may be awarded in recognition of prior learning (RPL) for your prior studies that are directly related to the qualification. This may include credit for generic knowledge component of Tier 1 RG 146 studies.

Get detailed guidance on the application process here.

Assumed knowledge

Not applicable.

Course transition subject equivalence

Tier 1 General Insurance – General Advice (Studied through Kaplan Professional only)

Key dates

Study Period 1 2027

11 Jan 2027 - 2 Apr 2027

✓ Enrolments open now

Early access opens N/A

Early access to assessments N/A

Study period commences 11 January 2027

Enrolments close/census 27 January 2027

Study period ends 2 April 2027

Assessment dates See assessment information

SEE DETAILS

Study Period 2 2027

8 Mar 2027 - 28 May 2027

✓ Enrolments open now

Early access opens N/A

Early access to assessments N/A

Study period commences 8 March 2027

Enrolments close/census 24 March 2027

Study period ends 28 May 2027

Assessment dates See assessment information

SEE DETAILS

Study Period 3 2027

3 May 2027 - 23 Jul 2027

✓ Enrolments open now

Early access opens N/A

Early access to assessments N/A

Study period commences 3 May 2027

Enrolments close/census 19 May 2027

Study period ends 23 July 2027

Assessment dates See assessment information

SEE DETAILS

Study Period 4 2027

28 Jun 2027 - 17 Sep 2027

❌ Enrolments now closed

Early access opens N/A

Early access to assessments N/A

Study period commences 28 June 2027

Enrolments close/census 14 July 2027

Study period ends 17 September 2027

Assessment dates See assessment timetable

SEE DETAILS

Study Period 5 2027

23 Aug 2027 - 12 Nov 2027

❌ Enrolments now closed

Early access opens N/A

Early access to assessments N/A

Study period commences 23 August 2027

Enrolments close/census 8 September 2027

Study period ends 12 November 2027

Assessment dates See assessment timetable

SEE DETAILS

Fees and FEE-HELP

Locked-in pricing and FEE-HELP

To safeguard against any future price increases, you can lock in the price of your subject enrolment fees for the duration of your qualification. Many eligible students use FEE-HELP, which is a Commonwealth Government loan. This means you do not need to pay to study upfront, helping you to reduce some of your financial burden . Please note that government fees apply for the use of FEE-HELP for higher education diploma subjects. Click here for further information.

Tuition fees

When you apply to study with Kaplan Professional, you pay for the subjects you’ve enrolled in for each study period.

The tuition fee listed below applies to all Diploma of Financial Services subjects:

Enrolment fees	Fee
Subject fee 2026	$720 (GST free)

If you are paying by cheque, utilising a deferral, or have a preferred client code, you will need to download and submit a hard copy of the form below.

Download a new student application (enrolment) form>

Other fees

Further fees may apply. Click here for a full list of fees and allowances.

Further fees