ASIC signals for licensees to lift their game on reportable situations regime

Key takeaways from the report

ASIC’s report identified key areas of concerns including:

• compliance with the regime;
• identification and investigation of breaches;
• timelines of remediation activities; and
• identification of root causes.

Compliance with the regime

Despite a 43% growth in the volume of Breach Reports, ASIC noted:

• the proportion of the licensee population who had lodged a Breach Report (approximately 10%) remained much lower than expected;
• AFS licensees reported more frequently than credit licensees (despite a similarly sized licensee population); and
• larger AFS licensees and credit licensees were more likely to report than small – mid sized licensees.

In response to the low level of reporting, ASIC stated that it will be taking stronger measures to achieve compliance with the reportable situations regime (including surveillance activities and enforcement actions). ASIC expects all licences, regardless of size, to have robust systems and procedures to detect and report non-compliance in a timely fashion. Small to medium sized licensees, in particular, should act now to prepare for greater regulatory oversight of the reportable situations regime.

Identification and investigation of breaches

ASIC remains concerned about the timeframes for identifying and investigating non-compliance. Various key concerns include:

• licensees took longer to identify and commence an investigation into a breach compared to the previous reporting period (the average time taken to identify and start an investigation into a breach was nearly a year);
• in 5% of the Breach Reports, licensees took more than five years to identify and commence an investigation into a breach;
• in almost 20% of the Breach Reports, licensees needed over a year to identify and commence an investigation; and
• the average investigation time was 49 calendar days.

ASIC remains concerned that lengthy investigations correlate with greater numbers of impacted consumers. Accordingly, licensees who proactively identify, investigate and remediate breaches quickly, are more likely to have fewer impacted customers, thus minimising the financial losses to both customers and the licensee, and reducing the risk of costly regulatory investigations.

Timelines of remediation activities

Remediation is inextricably linked with breach identification and investigation. Therefore, delays in identifying breaches necessarily hamper licensees’ remediation activities. Relevantly, ASIC found that:

• on average, licensees took 87 days to finalise compensation after commencing an investigation (this decreased compared to the previous reporting period);
• 8% of the Breach Reports took more than a year to finalise compensation; and
• licensees compensated or intended to compensate around 97% of impacted consumers.

Following the release of Regulatory Guide 277 Consumer Remediation, ASIC stated it has shifted its posture from overseeing remediation programs, to considering stronger action where licensees fail to provide fair and timely remediation outcomes to impacted customers. This shift has occurred against a backdrop where over 80% of Breach Reports revealed both financial and non-financial impacts on consumers, and around 7.2 million customers suffered approximately $448.4 million in financial impacts. A larger proportion of affected customers suffered financial loss as a result of the breach, compared with the previous reporting period.

ASIC will likely shift its attention to enforcement action where there is the greatest consumer impact. Licensees are recommended to focus on identifying and addressing root causes where there is the greatest risk of consumer losses.

Subject matter of Breach Reports and identification of root causes

ASIC found:

• false or misleading statements (44%) were the most common category of issues in Breach Reports, which was a 10% jump from the previous reporting period;
• within this category, the top concern was information or warning statements about products or services, followed by statements about fees; and
• human error (staff negligence and/or error) was attributed as the root cause to 66% of Breach Reports, followed by policy or process deficiency, which only accounted for 8% of Breach Reports.

Identifying the root cause (i.e. the underlying cause of a reportable situation) is critical to addressing the existing issue, and proactively detecting the triggers for its recurrence. Root cause(s) can include policy or system deficiencies, staff negligence, inadequate supervision or training of staff, staff misconduct and inadequate management controls.

Staff training on internal policies and procedures was stated as the most common method (42%) of rectifying a breach. ‘Other rectification methods’, such as system changes or proactive analysis of data, were only referred to in a quarter of the Breach Reports. Licensees should avoid narrowly focusing on one rectification method over another, and instead consider a multi-pronged approach to breach rectification. In addition to training on policies and procedures, licensees should consider greater investment in human capital, uplifting IT infrastructure and implementing measures such as data analysis to proactively identify consumer harm.

The Quality of Advice Review report identified in February 2023 that financial advice licensees operate within a complex and challenging regulatory framework.³ The frequency of human error as a root cause of many breaches may reflect the overall complexity of the regulatory framework. There is a clear need for licensees to align with ASIC’s expectations to strengthen their internal risk management activities, with the aim to proactively identify breaches earlier, and hopefully minimise consumer harm.

Going forward

It has been over 2 years since the reportable situations regime first came into force.

AFS and credit licensees are on notice that ASIC expects significant improvements in compliance, breach identification and remediation timeframes in the next reporting period. Given the significance of human error as a root cause, and ASIC’s concern about consumers’ financial losses, licensees should ensure that their risk management frameworks are operating effectively, supported by regular sampling and reviews. All licensees should heed ASIC’s caution that it intends to take a stricter approach on enforcement of the regime, regardless of whether they are small, medium or larger enterprises.

Next time, we discuss ASIC’s enforcement powers and the compliance roadmap for the reportable situations regime.