Enterprise DNA

Instead of Aptean Respond

Stop renting Aptean Respond. Own your complaints register.

We build your version around your brands, your licence and the scheme you belong to, bring your Aptean Respond history across and run it for you. Every complaint keeps its clock, its letters and its place in the ASIC report.

Aptean publishes no price for Respond. Its product page offers a demo and a pricing request, and the subscription is quoted to each firm.

Get your version built See it working
  • check_circleYour data in a database you own
  • check_circleOpen source, no lock-in
  • check_circleBuilt and run by Enterprise DNA

What the subscription charges for

A quoted platform for a register with a clock on it

Aptean Respond is sold as an enterprise case and complaints platform to insurers, lenders and banks, with workflows and templates set up for each firm. Underneath, a complaints register is a short list of records and the dates the rules put on them. That part should be yours.

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A quote, never a price list

There is no published price. You learn what Respond costs after a demo and a pricing request.

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Workflows someone has to configure

The deadlines, escalation paths and letter templates are set up for your firm. Change your process and the configuration changes with it.

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Every adviser who logs a complaint

Brokers and advisers take complaints on the phone. A register that charges or restricts by user leaves them writing it on a notepad instead.

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The dashboards they chose to chart

You see the views the platform offers. Which issue keeps coming back across your brands, or whether vulnerable complainants wait longer, depends on what was built.

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The ASIC report as an extra step

Every six months the register has to become the IDR data file ASIC asks for. That is the same records, read a different way.

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Years of complaints in their cloud

Your complaint history is what AFCA, FSCL and ASIC look at. Today it sits in a system you rent rather than own.

Your own complaints desk

Start with the dates and letters the rules set

The clock

Every complaint dated from the rule that applies

The deadline comes from the complaint type and the country, and the rule is shown next to it.

  • check 30 calendar days for a standard complaint, 21 for default notice and hardship complaints, 45 for trustees, as RG 271 sets them
  • check 20 and 40 working days in New Zealand under the FSCL terms, skipping weekends and the public holidays you record
  • check Acknowledgement by the next business day, with anything missed raised first thing
  • check A delay notice flagged five days before the deadline, not the day after it

The letters

Responses that name the scheme, every time

Each response and delay notice is drafted from the complaint file with AFCA or FSCL contact details already in it. A person checks it and sends it.

  • check The written response drafted from the contact log and the outcome recorded
  • check Closing without a letter refused unless the five business day exception really applies
  • check Hardship, declined claims and claim value complaints always get a written response
  • check A response recorded without the scheme details raised as a breach

The board

Patterns reach the board before ASIC finds them

Complaints that point at one cause become a systemic issue with an owner, and the board pack shows it.

  • check Systemic issues linked to the complaints behind them, with the remedies paid
  • check Issues open a month without a report raised every morning
  • check Which issues recur across brands, and which representatives draw complaints
  • check A board pack per reporting period in your brand

ASIC

The six-monthly report from the same records

The IDR report is a reading of the register, so it is ready when the period ends.

  • check Every complaint received or still open in the period, with the same identifier each time
  • check Missing issues, outcomes, postcodes and remedy amounts listed before the report is due
  • check Each period tracked to its due date and the receipt once lodged
  • check A nil period recognised so nothing is missed

Make it yours

Design your own Aptean Respond replacement

Everything starts from the open-source base. Then it gets your name, the parts you run, your rules and your data from Aptean Respond. Try it here, and we build the real one.

2. What it runs

3. Make it fit

4. Your colour

Your business · your Aptean Respond replacement Your version
YB Your business

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Answered from your own database

Build my version

We build it from the open-source base, bring your Aptean Respond data across and run it for you.

What it looks like

Ask it like you would ask a colleague

Real answers from a fictional mortgage broker and insurance broker in Australia and a financial advice firm in New Zealand. Your complaints officer asks the question and checks the records behind the answer.

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Complaints for Claude Code

Connected to your own database

What needs my attention across our brands today?

response overdue, no delay notice

Ref
C-1001
Brand
HHL
Owner
Nadia Brooks
Detail
Grace Whitfield: due 2026-10-17 (RG 271 Table 2: IDR response within 30 calendar days)
Due on
2026-10-17

not acknowledged

Ref
C-1004
Brand
SIB
Owner
Owen Pike
Detail
Sophie Lam: received 2026-10-17
Due on
2026-10-19

NZ extension notice needed

Ref
C-1005
Brand
KFA
Owner
Aroha Tane
Detail
Mere Tawhiri: 20 working days on 2026-10-14, no written reason sent
Due on
2026-10-14

response due in 7 days

Ref
C-1002
Brand
HHL
Owner
Nadia Brooks
Detail
Priya Nair: due 2026-10-25
Due on
2026-10-25

response late, notice sent

Ref
C-1006
Brand
KFA
Owner
Aroha Tane
Detail
Hamish Grant: due 2026-10-07, delay notice 2026-09-13
Due on
2026-10-07

response late, notice sent

Ref
C-1003
Brand
HHL
Owner
Owen Pike
Detail
Rhonda Kemp: due 2026-10-18, delay notice 2026-10-16
Due on
2026-10-18

resolved, response not sent

Ref
C-1009
Brand
HHL
Owner
Nadia Brooks
Detail
Tomasi Fifita: resolved 2026-10-19, send the written response or confirm the five day exception
Due on
2026-10-19

systemic issue not reported

Ref
SI-01
Owner
Nadia Brooks
Detail
Broker fee missing from the credit guide: raised 2026-09-06
Due on
2026-10-06

Ask it anything

Questions answered from your complaints register

These examples combine your own records across every brand at once. They are not a claim that Aptean Respond cannot produce a similar report.

chat_bubble Which products draw the most complaints, and how many are still open?
chat_bubble How many days does each brand take to close a complaint, on average and at worst?
chat_bubble Which owners carry the most open complaints, and how many are past due?
chat_bubble Which issues keep coming back across brands?
chat_bubble How much have we paid in remedies, by product?
chat_bubble Which complainants have complained more than once?
chat_bubble What share of complaints closed inside five business days?
chat_bubble Which complaints went to AFCA or FSCL, and what were they about?
chat_bubble Which representatives have complaints against them?
chat_bubble Do complainants who told us about a vulnerability wait longer?

Switching

How to switch from Aptean Respond

A move usually involves exporting your complaints or ASIC IDR data, mapping the fields, checking the import, then running both registers side by side before you retire Aptean Respond.

  1. 1

    Export your complaint records

    Start with the ASIC IDR data file you already prepare, or export the equivalent report from Aptean Respond and save it as a CSV. You can also bring across an export of your complaints. Aptean's export options are not specified here, so check with Aptean Respond about what your account can provide. Keep attachments and scanned letters in the export as an archive.

  2. 2

    Test the import first

    Before loading records, run the import's dry run. The import accepts your current system's IDR data file saved as a CSV. If your export uses different headings, map them to the register's fields before continuing. Then load the records. The import is all or nothing and safe to repeat, so you can correct a problem and try again.

  3. 3

    Review the import results

    Review what the dry run reports, especially any headings that need mapping or other issues it flags. Resolve anything unclear before loading the records. After loading, check the records against the ASIC IDR reporting requirements to find gaps that could weaken your report. Keep the source export so you can refer to it while checking the imported records.

  4. 4

    Run both registers side by side

    Keep Aptean Respond available while you use the new register for a short period. Compare open complaint records, references and deadlines. Open complaints carry their deadlines into the new register, with the clock already counting, so check those dates carefully. Check that the next ASIC report lines up with your previous reporting history before relying on the new register alone.

  5. 5

    Switch off Aptean Respond

    Once you have checked the imported records and deadlines, and your team is comfortable using the new register, stop entering complaints in Aptean Respond. Before switching it off, confirm that records you still need are in the new register or preserved in your export archive. Keep attachments and scanned letters from the export available as your archive.

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Where the real effort goes

The import is only one part of the work. The main effort is mapping your own fields, ASIC codes and complaint rules, then deciding how much history to bring across. You can bring the IDR data file or a wider complaints export, with attachments and scanned letters retained as an archive. If Enterprise DNA runs the system for you, they bring your Aptean history across and map your ASIC codes.

Not ready for a call?

Get your Aptean Respond switch plan by email

We will send you the step-by-step plan for moving your business off Aptean Respond, what the move really involves, and how we would do it for you.

One email with your plan. No spam, and you can unsubscribe any time.

Three ways to make it yours

Start with the free complaints register or have your version built

Open source

Do it yourself

Free code

  1. 1 Clone the repo and run npm install, npm test and npm run demo.
  2. 2 Open it in Claude Code, Codex, OpenCode or Cursor.
  3. 3 Export your complaints from Aptean Respond (or your IDR data file) as CSV and import it with a dry run first.
  4. 4 Set up your brands and public holidays, then run /attention and /compliance every morning.
Get it on GitHub

Built around your business

We customise it

One setup fee, then a retainer

  • check Your brands, complaint types, timeframes and industry code built in
  • check Your response letters, delay notices and board pack in your brand
  • check Your Aptean Respond history brought across, with ASIC codes mapped
  • check A complaint form on your website or a screen for your team, if you want one

Omni by Enterprise DNA

We run it for you

One setup fee, then a retainer

  • check Installed and operated through Omni by Enterprise DNA
  • check Every adviser and broker can log a complaint, with backups and restore checks
  • check Overdue responses, missing notices and unreported systemic issues raised every morning
  • check Timeframes kept current as ASIC and the schemes change them
Book a call with Sam

Questions

Instead of Aptean Respond, answered

Does this replace everything Aptean Respond does? expand_more

The free version covers the complaints register: logging, acknowledgement, the RG 271 and FSCL clocks, delay notices, outcomes and remedies, written responses, escalation to AFCA or FSCL, systemic issues, board packs and the ASIC IDR report. It has no social listening, no complaint form on your website and no team screen. Complaints from the phone and inbox are logged by asking, or we build the form, the inbox connection and a screen on the same records.

Can we trust the deadlines? expand_more

Each one comes from a rule written down with its source: ASIC Regulatory Guide 271 in Australia, with its 30, 21 and 45 calendar day timeframes and the five business day exception, and the FSCL Terms of Reference in New Zealand. Your team sees the rule beside every date. It is a records check, not legal advice; your complaints policy and your people still decide every complaint.

What happens to the complaints we already hold in Aptean Respond? expand_more

They come across from an export of your complaints, or from the IDR data file you already prepare for ASIC. References stay the same, so the next ASIC report lines up with the last one. Open complaints arrive with their deadline already counting. Attachments and scanned letters stay in your export as the archive.

Complaints hold personal information. Who can see it? expand_more

The records sit in a database your firm owns, not with a vendor. Nothing is sent from the register: every response, delay notice and board report is a draft a person checks and sends. In the version we run for you, each person signs in and sees what their role allows.

What do we pay Enterprise DNA? expand_more

The code is free. A version built and run for your firm has one setup fee, then a retainer, with no charge per adviser or brand. Sam reviews your current setup, your brands and your last ASIC report before agreeing the scope.

Own the register behind every complaint you answer

Take 30 minutes with Sam to go through your Aptean Respond setup, your brands and your last ASIC report. We map your complaints process and agree what your version needs before you change systems.

Book a 30-minute call with Sam Get the free version

Complaints for Claude Code is free and open source, published by Enterprise DNA.

Done paying for Aptean Respond?

Get your version built