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Page Title
Treating Customers Fairly

Treating Customers Fairly (TCF) is an outcomes based regulatory and supervisory approach designed to ensure that regulated financial institutions deliver specific, clearly set out fairness outcomes for financial customers. Regulated entities are expected to demonstrate that they deliver the following six TCF Outcomes to their customers throughout the product life cycle, from product design and promotion, through advice and servicing, to complaints and claims handling:

Customers can be confident they are dealing with firms where TCF is central to the corporate culture
Products & services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly
Customers are provided with clear information and kept appropriately informed before, during and after point of sale
Where advice is given, it is suitable and takes account of customer circumstance
Products perform as firms have led customers to expect, and service is of an acceptable standard and as they have been led to expect
Customers do not face unreasonable post-sale barriers imposed by firms to change product, switch providers, submit a claim or make a complaint.

TCF Self Assessment

TCF Portal (registered users only)

Retail Distribution Review: General Status Update December 2019
Retail Distribution Review Intermediary Activity Segmentation and Related Matters December 2019
Retail Distribution Review Equivalence of Reward Position Paper December 2019
Retail Distribution Review Adviser Categorisation Discussion Document December 2019 and Annexure A Retail Distribution Review Advisor Categorisation Discussion Document December 2019 Feedback Template
Retail Distribution Review: Second Investment Matters Discussion Document 2019 and Annexure A: Retail Distribution Review Second Investment Related Matters Discussion Document Feedback Template
Retail Distribution Review Discussion Document on Proposal TT - Savings and Investment for the low-income market December 2019
Retail Distribution Review Discussion Document on Proposal TT - Feedback Template December 2019
Retail Distribution Review: Status Update on Proposal TT - Special Remuneration Dispensation for the low-income market - December 2018
Retail Distribution Review June 2018: Discussion Document on Investment Related Matters - This Discussion Document focuses on the impact of certain of the initial RDR proposals on the investments sector and provides an opportunity for comment.
Retail Distribution Review: Discussion Document on Investment Related Matters Comments Template
FSCA Retail Distribution Review Status Update June 2018 - This document summarises the current implementation status of the 55 RDR regulatory proposals initially published in 2014 and planned RDR developments for the remainder of 2018.
FSB Retail Distribution Review Status Update December 2017-This document provides the status of RDR Phase 1 proposals as well as our current thinking regarding proposals to be implemented in RDR Phases 2 and 3.
FSB Retail Distribution Review General Status Update 2015 - The document is published for information purposes and provides a high level status update on the FSB’s approach to implementing the RDR proposal, Including process and planned next steps. It also summarises key stakeholder feedback received on the initial RDR proposals.
FSB Retail Distribution Review Phase 1 Status Update 2015 - This document provides an update, on the Phase 1 proposals in the RDR document, to the public based on comments received and consultation sessions held during 2015
FSB Retail Distribution Review Status as at December 2016 - This update document provides an overview of: The status of specific regulatory instruments to give effect to RDR Phase 1 as well as our current thinking regarding proposals to be implemented in RDR Phases 2 and 3, including planned technical work.

Type	Name
Document Type : General Documents ‎(8)
Document Type : TCF Presentations ‎(2)

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Page TitleTreating Customers Fairly

Page Title
Treating Customers Fairly