Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:5:p2
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 5 (pt 2/3)
Character Range: 6221–9396

the carriage service provider which is, or is estimated on reasonable grounds by the carriage service provider to be, no greater than $40,000.

       A reference to a consumer includes a reference to the consumer's representative.

       consumer contract means an arrangement or agreement between a carriage service provider and a consumer for the supply of a telecommunications product to that consumer, and includes a standard form of agreement formulated by a carriage service provider for the purposes of section 479 of the Act.

       documented internal processes means a carriage service provider's documented internal processes mentioned in paragraph 11(b).

       financial hardship means a situation where:

           (a) a consumer is unable to discharge the financial obligations owed by the consumer under their consumer contract or otherwise discharge the financial obligations owed by the consumer to a carriage service provider, due to illness, unemployment, being the victim of domestic or family violence, or other reasonable cause; and

           (b) the consumer believes that they will be able to discharge those obligations if the relevant payment arrangements or other arrangements relating to the supply of telecommunications products by the carriage service provider to the consumer are changed.

       internal escalation process means the internal escalation process referred to in subparagraph 11(b)(ii).

       internal prioritisation process means the internal prioritisation process referred to in subparagraph 11(b)(i).

       minimum requirements for consumer complaints handling means the minimum requirements for the handling of consumer complaints set out in sections 8, 9 and 10.

       notified mass outage of service means a mass outage of service that is the subject of a notice published in accordance with section 25 of the Telecommunications (Consumer Service Guarantee) Standard 2011.

       personal information has the same meaning as in section 6 of the Privacy Act 1988.

       personnel includes staff or contractors engaged by or on behalf of a carriage service provider.

       recorded telephone message means a telephone message from a consumer making a complaint that is recorded without direct contact with personnel.

       representative means an advocate or an authorised representative.

       resolution when used in connection with a complaint, means the outcome of bringing that complaint to a conclusion in accordance with the requirements of this industry standard, irrespective of whether the outcome is in favour of the consumer. It does not include the implementation of that resolution.

       resolve when used in connection with a complaint, means to bring that complaint to a conclusion in accordance with the requirements of this industry standard.

       subscription broadcasting service has the same meaning as in the Broadcasting Services Act 1992.

       subscription narrowcasting service has the same meaning as in the Broadcasting Services Act 1992.

       telecommunications goods means any goods supplied by a carriage service provider for use in connection with the supply