Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:16
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 16
Character Range: 28390–29628

16  Frivolous or vexatious complaints

(1)          If, after careful consideration and appropriate internal escalation of a complaint, a carriage service provider reasonably concludes:

           (a)            that it can do nothing more to resolve the complaint or assist the consumer; and

           (b)            that the consumer's behaviour, or complaint is frivolous or vexatious,

       the carriage service provider may decide not to deal, or to deal further, with the complaint.

(2)          Within 5 working days of making a decision not to deal with a complaint under subsection (1), a carriage service provider must advise the consumer of the reasons for its decision and options for external dispute resolution, including the TIO.

(3)          Where a carriage service provider advises a consumer in accordance with subsection (2), it is not required to accept any further complaints from that consumer on the same or similar issues, except as a part of an external dispute resolution process.

(4)          A carriage service provider must provide the consumer with written confirmation of the matters set out in subsection (2) in writing within 5 working days after receiving a request to do so from the consumer.