Simulated workplaceCAQA Ledger and Lane Financial is a fictional business created by CAQA for training and assessment. It is not a real company and no person, client or record here is real.About this simulation
FNSCAQA Ledger and LaneSimulated workplace
Simulated workplace
Scenario · Compliance, Risk and Client Services

Investigate a complaint and assess a breach

You are the Compliance Officer in Compliance, Risk and Client Services.

Advanced4 to 5 hours7 tasks
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The situation

What has happened

Complaint CR-26-057 was received on 4 September from a client who refinanced a fixed rate home loan through the firm and was charged 9,200 dollars in break costs he says he was never told about. The file shows a signed credit proposal that mentions break costs in a standard paragraph but no file note of a conversation. Separately, breach entry CR-26-054 records that the August file sample found two loan applications submitted without the second-person review recorded in the pipeline; both loans were approved and one is the complainant's. The Compliance Manager wants a written response to the complainant within the 30-day timeframe and a breach assessment with a recommendation on whether it is reportable to the regulator.

Your brief. Investigate complaint CR-26-057 and breach entry CR-26-054 under the Complaints Handling Policy and the Responsible Lending and Best Interests Policy, review the files, interview the brokers, decide whether the firm made an error and what remedy is fair, draft the written response and produce a breach assessment with root cause, actions and a reportability recommendation.
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Tasks

Deliverables

  • Investigation file review and interview records
  • Draft written response to the complainant
  • Breach assessment with reportability recommendation
  • Updated register entries and committee briefing

Documents to use

Systems to use

Complaints, Breaches and Compliance Register

Records complaints, suspected breaches, compliance incidents and training gaps with their assessment, actions, owners and close-out.

Loan Application Pipeline

Tracks every credit assistance file from enquiry through needs analysis, verification, preliminary assessment, submission, approval and settlement.

Client Register

Holds every client's entity details, relationship owner, services engaged, anti-money laundering risk rating and identity verification status.

For trainers and assessors

Units of competency

Current on training.gov.au for the Financial Services Training Package as at 10 September 2026.

FNSCUS412Resolve disputes
FNSORG514Develop, monitor and supervise work practices to meet financial services regulatory requirements
FNSCMP501Comply with financial services legislation
FNSINC513Identify and apply complex ethical decision making to workplace situations

Qualifications

FNS60722Advanced Diploma of Financial Licensing Management
FNS51822Diploma of Financial Services
Assessor notes

What to look for

Evidence guide

The investigation must be evidence-based and separate what the file proves from what the broker recalls. The response must be in plain language, meet the timeframe, state a reasoned remedy and refer to external dispute resolution. The breach assessment must apply a significance test honestly, identify root cause rather than blame, and assign owned actions. Look for the link between the two matters recognised.

The student's evidence summary lists every record they created or changed in the systems named above, their notes and the tasks they ticked. Verify it against the deliverables and your own assessment tool.