Fractional Complaints Officer Services
We act as your senior complaints & IDR partner for licensees & regulated businesses with mandatory complaint regimes, without the cost of a full-time head of complaints.
Your Fractional Complaints Officer
Click Legal is a specialist Australian law firm. We take ownership of your complaints framework & IDR obligations so you can focus on running the business. As your fractional Complaints Officer, we step into the senior role that oversees complaints handling, IDR & AFCA-style obligations – without the cost of a full-time executive hire.
We support licensees & regulated businesses with real complaint volumes: designing & refreshing your complaints framework, overseeing how issues are triaged & resolved, linking complaints to breach assessments & remediation, & keeping boards informed. You get a named senior complaints lead on a fixed-fee basis instead of spreading the role thinly across your team.
What We Do As Your Fractional Complaints Officer
As your Complaints Officer, we provide ongoing oversight & support tailored to your products, channels & regulatory obligations. We combine framework design, quality assurance & reporting so your complaints handling is compliant, consistent & feeding into conduct, product & risk decisions.
01. Complaints Framework & IDR Policy Design
We design & refresh your complaints framework so it meets regulatory expectations & works in practice, by:
- developing or updating complaints policies, procedures & definitions aligned with IDR & AFCA requirements;
- mapping channels, roles & responsibilities so staff know how & where to log complaints;
- ensuring the framework fits your business model, customer base & licence conditions.
02. Intake, Triage & Escalation Oversight
We oversee how complaints are captured, prioritised & escalated, by:
- setting up clear intake pathways & categories so issues are logged consistently;
- defining triage rules, SLA targets & escalation triggers for complex or sensitive matters;
- monitoring adherence to timeframes & escalation pathways, & addressing gaps with your teams.
03. Root Cause Analysis, Remediation & Conduct Risk
We help turn complaints into actionable insights for conduct & product decisions, by:
- analysing complaint themes & trends to identify systemic issues & higher-risk areas;
- linking complaints to breach significance assessments, remediation & product governance (e.g. DDO/TMD);
- helping design & track remediation actions so fixes are implemented & evidenced over time.
04. Reporting To Boards, Committees & Regulators
We connect complaints activity to your governance & regulatory reporting, by:
- preparing regular complaints reports for boards & committees with clear metrics, themes & actions;
- highlighting conduct & customer outcome issues that need senior attention & decisions;
- supporting your engagement with AFCA or ASIC on complaint-related queries where required.
05. Training, Quality Assurance & Continuous Improvement
We support staff to handle complaints confidently & consistently, by:
- sampling complaint responses for quality, tone & reasoning, & feeding back improvements;
- delivering targeted training to frontline teams & complaints handlers on IDR obligations & escalation;
- maintaining a simple complaints improvement backlog & working through it with your leaders over time.
Who We Advise
We act for licensees & regulated businesses with real complaint volumes & mandatory IDR/AFCA-style obligations – where poor complaints handling creates real conduct, regulatory & reputational risk. If you have recurring customer issues, board visibility on complaints & regulators watching your conduct, a full-time complaints executive may feel premature – but spreading the role across the team is no longer safe.
Our fractional Complaints Officer service is designed for businesses that want a named senior complaints lead on call: someone who understands your products, obligations & escalation pathways, works alongside your team & keeps your complaints framework aligned with regulatory expectations as you grow.
Clients we act for include:
Consumer & SME credit providers
Non-bank lenders & finance companies
Wealth & financial advice licensees
Retail funds & managed investment schemes
Investment & superannuation platforms
Payments & remittance providers
Fintech apps & embedded finance platforms
Crypto, digital asset & exchange platforms
Our Clients Include
Discuss Your Fractional Complaints Officer Needs
Our senior lawyers will contact you to discuss your complaints framework, IDR/AFCA obligations & complaint volumes & outline clear next steps.
Fractional Complaints Officer or Customer Advocate Subscription Plans
Senior, lawyer-led oversight of your complaints framework without the cost of employing a full-time Complaints Officer or Customer Advocate.
Plan Tier
Best Suited For
Legal Partner
Monthly Pricing
Tier 1: Customer Advocate
(Independent Oversight)
Established Mid-Tier Banks & Credit Unions
Institutions with an existing internal complaints team that need independent, board-level regulatory oversight.
- 15–20 hours per month
- Quarterly systemic risk & process audits
- Direct Executive & Board advocacy reporting
- Vulnerable customer policy framework reviews
- Independent escalation checkpoint for complex cases
- Full access to our Click Legal Portal. This is our legal and compliance library of over 300 templates, checklists and guides, plus training material.
- Our monthly regulatory intelligence publication, for regulated financial services businesses. Each edition covers key legal and regulatory developments, with practical next steps.
$3,500-$5,000/mo. +GST
Tier 2: Complaints Officer
(Operational IDR)
Fintechs, Neo-banks, & FX Platforms
Growing financial firms needing a dedicated, outsourced expert to manage daily regulatory disputes.
- 30–40 hours per month
- End-to-end RG 271 complaint management
- Direct customer-facing dispute resolution
- AFCA response drafting & representation
- Weekly regulatory dispute log maintenance
- Full access to our Click Legal Portal. This is our legal and compliance library of over 300 templates, checklists and guides, plus training material.
- Our monthly regulatory intelligence publication, for regulated financial services businesses. Each edition covers key legal and regulatory developments, with practical next steps.
$6,000 – $8,500/mo. +GST
Tier 3: Complete Firewall
(Enterprise Outsourcing)
Fast-Growing Financial Institutions
Firms wanting to outsource both functions safely while maintaining a strict, legally compliant operational barrier.
- 60+ hours per month
- Full operational IDR + Independent Advocacy
- Two separate Click Legal personnel allocated to preserve the mandatory regulatory firewall
- Continuous compliance updates & risk mapping
- Full access to our Click Legal Portal. This is our legal and compliance library of over 300 templates, checklists and guides, plus training material.
- Our monthly regulatory intelligence publication, for regulated financial services businesses. Each edition covers key legal and regulatory developments, with practical next steps.
$12,000 – $15,000+/mo. +GST
Minimum Term: 6 Months
Every Click Legal fractional officer role carries a 6-month minimum term. This applies to General Counsel, AML/CTF Compliance Officer, Complaints Officer, and Privacy Officer. These are regulated, accountable functions, not short-term project work. The term allows proper onboarding into your risk profile and history. It covers at least one full compliance cycle.
Out-of-Scope Premium Work
Complex AFCA heavy-litigation appearances and large-scale historical customer remediation projects are billed separately at a premium rate of $350 – $850/hour.
Terms: All plans can be tailored to your business. Prices are estimates for small to medium-size businesses. Final pricing depends on your size, complexity and data risk profile. We reserve the right to give a custom quote. A general compliance enquiry is a question answered by email or on a call, without a document review. Tailored documents are simple documents drafted for your business. Complex documents, and anything above your monthly numbers, are quoted separately as a fixed fee. Your privacy registers are built from the information you give us. Legacy items and remediation plans are out of scope under every plan and are quoted separately once we understand the scope.
Fractional General Counsel, Compliance Officer, AML/CTF Compliance Officer and Complaints Officer sit outside these plans. They are available separately. All fees are in Australian dollars per month and exclude GST.
Our plans are flexible
These plans are a starting point and can be tailored to suit your business. No two businesses need the same mix of reviews and briefings each month, and we do not expect yours to. If a month runs heavier than usual, for example a data breach, we tell you before we start the work. We either carry it into the following month or quote it as a fixed fee. Nothing is done quietly and charged to you later. If your needs sit between two plans, we build the plan around what you actually need. At the end of each six-month term, we review how the plan has worked and adjust it with you.
Terms: All plans can be tailored to your business. Prices are estimates for small to medium-size businesses. Final pricing depends on your size, complexity and data risk profile. We reserve the right to give a custom quote. A general compliance enquiry is a question answered by email or on a call, without a document review. Tailored documents are simple documents drafted for your business. Complex documents, and anything above your monthly numbers, are quoted separately as a fixed fee. Your privacy registers are built from the information you give us. Legacy items and remediation plans are out of scope under every plan and are quoted separately once we understand the scope.
Fractional General Counsel, Compliance Officer, AML/CTF Compliance Officer and Complaints Officer sit outside these plans. They are available separately. All fees are in Australian dollars per month and exclude GST.
Our plans are flexible
These plans are a starting point and can be tailored to suit your business. No two businesses need the same mix of reviews and briefings each month, and we do not expect yours to. If a month runs heavier than usual, for example a data breach, we tell you before we start the work. We either carry it into the following month or quote it as a fixed fee. Nothing is done quietly and charged to you later. If your needs sit between two plans, we build the plan around what you actually need. At the end of each six-month term, we review how the plan has worked and adjust it with you.
Featured By Digital Reference (2025)
“Best Fractional General Counsel Services In Australia”
Featuring Click Legal founder, Hannah Deuk, as a “Founder To Watch In 2025”.
What Our Clients Say About Working With Us
GUY RAVEN
Head of Surveillance Advisory, Westpac
“Hannah demonstrated exceptional leadership and regulatory expertise. She played a pivotal role in developing the control room and establishing a strong regulatory compliance framework…Beyond her deep technical knowledge, Hannah is an outstanding mentor, approachable, and insightful.”
JASON WATTS
Managing Director, Neu Capital
“Hannah blends rare regulatory expertise with sharp business acumen. As her Manager at Barclays, I watched her master APRA/ASIC frameworks and turn them into clear, actionable strategies… She’s the kind of professional who simplifies complexity, and her integrity is unmatched.”
STUART HILL
Program Manager/Operations Manager
“Hannah has exceptional depth of knowledge and expertise in building robust legal, risk, and compliance frameworks….. Beyond her technical expertise, Hannah is a strategic thinker and a genuinely kind, friendly person who always supports and helps others.”
JASON LOWRY
Co-Founder, LPG
“Could not recommend Click Legal more highly! Must have for start ups and small business owners looking to trust someone to help set up your business right!”
JASON GOLD
Managing Director, IT Pro Tech
“At IT Pro Tech, we partner with businesses who share our commitment to integrity. Click Legal stands out in the legal space for exactly that. Hannah and the team impressed us with their deep understanding of compliance-heavy sectors and their ability to offer clear, practical legal advice without overcomplicating the process.”
ANTONELLA SPATOLA
Founder, True To You Charity
“Hannah at Click Legal has supported the board in establishing our documentation and legal framework to start on a solid footing. We appreciate her authentic interest in the charity’s mission… We appreciate how she explains complex concepts in simple terms, avoiding legal jargon.”
SHARON YANG
Head of Investment & Capital Mgmt
“Hannah and Click Legal have provided reliable legal advice to us. It has been integral in helping us meet all our AFSL obligations with confidence. I highly recommend their services to any business needing compliance support.”
Freshta Mayar
Google Verified Review
“A fantastic team, very easy to work with and provide great service and advice. Hannah and her team are absolute superstars – commercial, knowledgeable and efficient.”
Shu Jen & James Benson
Asset Management
“Handled the legal admin we avoided—contracts, policies, the lot—so we could focus on growing the business.”
David Parker
Founder of Innovate Solutions Pty Ltd
“After experiencing poor advice from other lawyers, I was fortunate to connect with Hannah. She stands out with her expertise, intelligence, and entrepreneurial mindset. Hannah’s ability to navigate complex legal matters and provide actionable guidance for startups and scaling businesses is unmatched. Highly recommend her services.”
Emma Reid
Freelancer Graphic Designer
Eran Ben-Shahar
CTO, Product, Strategy, Technology | SSPG Founder
Hillier Deniz
CEO, Paragon Funds Management
Erin Sutton
Business Unit Leader
Andrew Lane
Founder Shoplab
“Startups, meet your legal dream team Click Legal. They speak your language, understand scaling businesses, and deliver founder-friendly advice that fits your growth.”
Sunita
Verified Review
COO
International Digital Asset Exchange
“Thank you for your incredible patience and dedication throughout this entire process. The level of care & attention to every detail has been truly outstanding, and Click Legal has been deeply responsive – even late at night & over weekends.”
Discuss Your Fractional Complaints Officer Needs
Our senior lawyers will contact you to discuss your complaints framework, IDR/AFCA obligations & complaint volumes & outline clear next steps.
How The Process Works
Step 1
Complaints & Obligations Scoping
We review your current complaints process, volumes, channels & applicable regimes (IDR, AFCA & licence conditions) to understand how complaints are handled today & where the gaps are.
Step 2
Framework & Reporting Design
We design or refine your complaints framework – definitions, categories, SLAs, escalation rules & reporting – so it matches your obligations & gives you clear visibility of issues & trends.
Step 3
Onboarding As Your Complaints Officer
We become your senior Complaints Officer, access your systems, agree handoffs with customer service, compliance & legal, & set up simple tracking & dashboards where needed.
Step 4
Ongoing Complaints Oversight & Reporting
We oversee complaints handling, monitor caseloads & SLA performance, sample responses for quality & prepare regular reports for executives & boards highlighting themes, risks & actions.
Step 5
Review & Adjust As Volumes & Rules Change
We revisit categories, SLAs, escalation & reporting as products, channels, client segments or regulatory guidance change, so your complaints framework stays aligned with reality.
Why Choose Click Legal As Your Fractional Complaints Officer
Deep IDR & AFCA Experience
We understand IDR, AFCA & conduct expectations for AFSL/ACL & other regulated businesses, so your complaints framework & reporting reflect how regulators & EDR schemes actually assess outcomes.
Regulator-Ready Frameworks & Evidence
We design complaints policies, processes & reports so you can show boards, AFCA or ASIC that complaints are captured, triaged, resolved & fed into remediation & conduct discussions – not just parked in an inbox.
Senior Complaints Leadership Without Overhead
You access senior Complaints Officer capability on a fixed-fee basis, instead of hiring a full-time head of complaints before the volumes or budget justify it.
Integrated With Risk, Product & Compliance
We already support AFSL/ACL compliance, AML/CTF & governance, so complaints insight feeds directly into breach assessments, product governance (e.g. DDO/TMD) & your broader risk & conduct frameworks.
Meet Your Legal Team
Discuss Your Fractional Complaints Officer Needs
Our senior lawyers will contact you to discuss your complaints framework, IDR/AFCA obligations & complaint volumes & outline clear next steps.
How Fractional Complaints Officer Support Works
Fractional vs Internal Ownership
In many businesses, complaints sit awkwardly between customer service, operations, compliance & legal, with no one senior clearly accountable. A fractional Complaints Officer gives you a named senior lead for the complaints framework & reporting, without adding a full-time head of complaints.
When To Appoint A Fractional Complaints Officer
You may need help once complaint volumes or complexity increase, AFCA outcomes become a concern, or boards start asking tougher questions about complaints data. We step in when complaints are material but the function is still treated as “everyone’s extra job”.
Complaints, Conduct & Regulatory Risk
Complaints are a primary signal for conduct & licence risk, affecting breach assessments, AFSL/ACL obligations & product governance. We ensure complaints insights are captured & fed into breach decisions, remediation & board-level risk discussions.
Complaints Data As A Feedback Loop
Handled well, complaints information drives better products, processes & customer outcomes. We help you turn individual complaints into structured data, simple reporting & a practical improvement backlog for your leadership team to act on.
Compliance & Regulatory Insights
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Frequently Asked Questions
What is a Fractional Complaints Officer?
A Fractional Complaints Officer is a senior lead who formally owns your complaints framework, IDR obligations & complaints reporting on a part-time, subscription basis instead of as a full-time executive.
How is this different from a customer service or general compliance role?
Customer service focuses on day-to-day interactions, and general compliance spreads across many obligations. (Note: Kept “and” here as it connects two long independent clauses for better readability). A Complaints Officer is specifically accountable for complaints policy, IDR performance, AFCA engagement & how complaints are reported to leadership & boards.
Can you be recorded as our Complaints Officer?
Yes – subject to scope & engagement terms, we can be named as your Complaints Officer in policies & governance documents, while you retain overall responsibility as licensee or business owner.
How does the subscription model work?
We agree a fixed monthly fee based on a defined complaints scope – framework oversight, QA sampling, reporting, escalation support & periodic reviews – & revise it as your volumes & complexity change.
Do you replace our internal complaints or customer service team?
No. Your internal teams keep handling day-to-day complaints; we sit above as the senior Complaints Officer, owning the framework, oversight, escalation pathways & reporting.
Who is this best suited for?
Licensees & regulated businesses with meaningful complaint volumes, IDR/AFCA-style obligations & board or investor expectations on conduct reporting, but without the scale for a full-time head of complaints.
What happens if we have a surge in complaints or a high-profile case?
We help triage & prioritise, support complex or high-risk responses, update executives & boards, & feed outcomes into remediation plans & any necessary regulatory or AFCA engagement.
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