Our Services
We offer a range of services to support firms engaged in customer remediation activities
Program
Design
CRCG can direct your internal resources to ensure remediation outcomes meet your needs and comply with regulatory obligations.
Remediation as a service
A comprehensive, turnkey solution designed to handle your customer remediation projects from start to finish.
Centre of Excellence uplift
Transform your approach to customer remediation from a collection of activities to a strategic asset for your business.
Review and Quality assurance
Comprehensive, expert-led reviews and assessments of your customer remediation outcomes.
UPLIFTING POLICY AND practices
Empower your business with enhanced remediation policies and practices that are not only more efficient but also more effective.
Training and development
Elevate the skills and knowledge of your team, ensuring they are fully equipped to tackle the challenges of customer remediation.
We can help design your remediation project or program of work
CRCG’s Program Design service offers a strategic blend of support and expertise in customer remediation, aligning with ASIC’s Regulatory Guide 277 to uphold and rebuild customer trust. Here’s how we make a difference:
- Expert Guidance: Our seasoned professionals collaborate with your team, steering your internal resources toward effective remediation outcomes. We bridge the gap between your business’s capabilities and the competency needed for successful customer remediation, ensuring your remediation efforts are both effective and efficient.
- Regulatory Compliance: Adherence to ASIC’s Regulatory Guide 277 Customer Remediation is non-negotiable. We ensure your program is not just compliant but leverages industry best practices.
- Minimised Opportunity Cost: Our approach is designed to limit the distraction to your management team, freeing them to focus on core business objectives. We handle the intricacies of customer remediation, so you don’t have to.
- Customised Solutions: Recognising the unique nature of every business, we tailor our Program Design service to meet your remediation efforts, turning potential setbacks into powerful opportunities for reinforcing customer trust.specific needs, ensuring a personalized approach to customer remediation.
By choosing CRCG’s Program Design service, you’re not just addressing customer remediation; you’re investing in a partnership that prioritises your business’s growth, regulatory compliance, and the strengthening of customer relationships. Let us take the lead on your next customer remediation project, and experience a service that’s tailored, flexible, and committed to your success.
Remediation as a service
Tailored for businesses seeking a flexible, efficient approach to customer remediation, without the hassle of managing the process internally. Here’s why our service stands out:
- End-to-End Delivery: CRCG takes charge of your remediation project from its inception to completion. We deploy our full suite of capabilities, ensuring every aspect of the project is managed with expertise and precision.
- Flexibility Without Compromise: Our service is designed to flex up or down according to your business needs. This means you get scalable solutions that fit your requirements perfectly, without the need for permanent adjustments to your operational capacity.
- No Upskilling Required: With CRCG, you won’t have to worry about training or upskilling. Our team comes fully prepared with the necessary skills and experience to deliver on your project. This “in and out” arrangement ensures there’s minimal disruption to your existing operations.
- Committed Deadlines: We understand the importance of timelines in customer remediation projects. That’s why we commit to firm end dates, giving you the peace of mind that your project will be completed on schedule.
- Regulatory Compliance: Our approach is not just about meeting deadlines; it’s also about ensuring full compliance with regulatory standards. We navigate the complexities of regulations to deliver a service that’s not only efficient but also aligns with industry best practices.
Choosing CRCG’s “Remediation as a Service” means selecting a partner dedicated to rebuilding and enhancing trust between you and your customers. We handle the intricacies of customer remediation, allowing you to focus on what you do best – running your business. Let us take the reins on your next customer remediation project, and experience a service that’s tailored, flexible, and committed to your success.
Centre of excellence implementation and uplift
CRCG understands the importance of not just resolving customer remediation projects but establishing a robust framework that empowers your business to manage its remediation pipeline with precision and efficiency. Our ‘Centre of Excellence Implementation or Uplift’ service is designed to transform your approach to customer remediation from the ground up. Here’s why our service stands out:
- Tailored Implementation: We don’t just advise; we actively work alongside you to develop and implement a comprehensive remediation capability that is tailored to your business needs. This means creating a scalable, efficient system that addresses your unique challenges and opportunities.
- Full Stack Process Design: Achieving excellence in customer remediation requires a meticulously designed process that covers every aspect of delivery – from the initial identification of an issue to the final resolution and every step in between. Our experts bring together a full-stack approach, ensuring seamless end-to-end remediation delivery.
- Expert Resourcing: Finding the right talent to manage and execute remediation processes can be daunting. We help you navigate this by establishing a resourcing strategy that is both effective and sustainable, ensuring you have the right people in the right roles.
- Monitoring, Quality Assurance, and Governance: To guarantee the ongoing success of your remediation efforts, our service includes setting up robust monitoring, quality assurance, and governance frameworks. These systems are crucial for maintaining high standards of delivery and ensuring compliance with regulatory requirements.
Our deliverables focus on self-sufficiency, equipping your business with the knowledge and tools to manage its remediation activities independently, reducing reliance on external consultants for day-to-day operations. In partnering with CRCG for the implementation or uplift of your Centre of Excellence, you’re choosing to invest in the long-term resilience and competency of your business in managing customer remediation.
We can help with review and quality assurance
Ensure your remediation outcomes are fully compliant with comprehensive, expert-led review and quality assurance. CRCG’s goal is to integrate seamlessly into your decision-making processes, offering agile, informed feedback that enhances your remediation efforts without compromising on your delivery timelines. We strive for a ‘no surprises’ approach, ensuring you’re always prepared and ahead of the curve. Here’s why our service stands out:
- Tailored Scope Definition: We begin by working closely with your team to define a precise scope of review. This scope can encompass a range of criteria, from your own internal customer remediation policies and procedures to ASIC’s Regulatory Guide 277 Consumer Remediation and accepted best practices.
- Expert-Led Reviews: Deploying our experts, we conduct thorough reviews against the pre-determined criteria, ensuring a comprehensive assessment of your remediation outcomes. Our team brings decades of experience and insight, guaranteeing a level of scrutiny and analysis that is unmatched.
- Nimble, Integrated Service: Our service is designed to be both nimble and fully integrated into your business’s decision-making processes. We provide regular, actionable feedback that allows for swift adjustments to your remediation execution, ensuring optimal outcomes without disrupting your committed delivery timeframes.
- A ‘Managed’ Model: We offer a managed service model that is CRCG led and emphasises regular communication and updates. This approach ensures that any potential issues are identified and addressed early, aligning with our ‘no surprises’ approach, and allowing for proactive management of your remediation.
Choose CRCG’s ‘Review and Quality Assurance’ service for a partnership that brings precision, insight, and strategic oversight to your customer remediation outcomes.
Uplifting policies and practices
Aligning your remediation efforts with ASIC’s Regulatory Guide 277 Consumer Remediation and industry best practices is essential for your business’s success. Perfectly position your business to navigate the complexities of customer remediation with confidence. Here’s why our service stands out:
- Expert Review and Enhancement: We start by conducting a review of your existing remediation policies and/or practices. Our goal is to identify opportunities for improvement that will take you beyond compliance, to best practice.
- Alignment with ASIC’s RG 277: Our experts are well-versed in ASIC’s Regulatory Guide 277 and its implications for your business. We ensure that your policies and practices are not only aligned with these guidelines but also optimised for efficiency and effectiveness.
- Principle-Based Direction: We believe in providing your business with the principle-based direction it needs to operate effectively and in the best interests of your customers. This approach ensures that your team has clear, actionable guidance to deliver exceptional remediation outcomes.
- Focused Uplift: Our service is tailored to focus on the specific aspects of your remediation approach that need enhancement. Whether it’s streamlining processes, improving governance, or enhancing customer communication, we deliver the targeted uplift required to elevate your practices.
Let CRCG help you refine your approach, ensuring your policies and practices are not just fit for purpose but are leading the way in delivering fair, efficient, and effective remediation outcomes.
Quality training and development
Recognising the diverse needs within an organization, CRCG offers a comprehensive suite of training programs, from foundational learning for new starters to advanced coaching for senior executives. Our focus is on deploying our extensive experience to cultivate remediation professionals who are not just capable but excel in delivering effective and efficient customer remediation. Here’s why our service stands out:
- Comprehensive Training Programs: Our training modules are designed to cover all aspects of customer remediation, ensuring your team understands both the regulatory environment, hard won lessons and best practices.
- From New Starters to Senior Executives: Whether it’s foundational knowledge for new team members or strategic coaching for senior executives, our training is tailored to meet the needs of all levels within your organisation.
- Experienced Instructors: Learn from the best. Our trainers bring decades of experience in customer remediation, sharing insights and techniques that are grounded in real-world applications and successes.
- Capability and Competency Development: Our goal is to develop your team’s remediation capabilities to the fullest. This means not just understanding policies and procedures but being able to apply them in ways that are both effective and customer focused.
Ensure your team is not only ready to face the challenges of customer remediation but also excels in delivering outcomes that rebuild and strengthen customer trust. Let us help you build a team of remediation professionals that are not only competent and capable but are truly exceptional in serving your customers.
