Document ID: chunk:federal_register_of_legislation:F2018L00721:reg:9
Version: federal_register_of_legislation:F2018L00721
Segment Type: reg
Provision Reference: reg 9
Character Range: 11167–13822

9  Records relating to complaints received
(1) In relation to the services in operation referred to in subsection 8(1), for each record-keeping period, a qualifying retail carriage service provider must keep records of:
          (a)     the total number of complaints, excluding Ombudsman referred complaints, received by the provider during the record-keeping period;
          (b)     the total number of Ombudsman referred complaints referred by the Telecommunications Industry Ombudsman during the record-keeping period;
          (c)     the average number of days taken to resolve a complaint, excluding Ombudsman referred complaints, resolved by the provider during the record-keeping period;
             Note: A carriage service provider has certain obligations in relation to resolving complaints under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.
          (d)     the number of days within which there was a resolution of at least 80% of the  complaints, excluding Ombudsman referred complaints, resolved by the provider during the record-keeping period;
             Example:  If 1000 complaints were resolved during the period and 800 of those complaints were resolved within 4 days or fewer, then the number for the purposes of paragraph (d) would be 4.
          (e)     in descending order, the top three complaint types by volume, excluding Ombudsman referred complaints, of which the provider received complaints during the record-keeping period.
(2) In relation to each of the types of service in operation referred to in subsection 8(2) during the record-keeping period, a qualifying retail carriage service provider must keep records of the number of complaints, excluding Ombudsman referred complaints, received by the provider during the record-keeping period.
(3) In relation to each of the types of NBN broadband services mentioned in paragraph 8(2)(c), a qualifying retail carriage service provider must keep records of the total number of complaints, excluding Ombudsman referred complaints, received by the provider during the record-keeping period regarding:
          (a)     connection to the service;
          (b)     faults with the service; and
          (c)     speed of the service.
(4) In relation to NBN voice only services supplied by a qualifying retail carriage service provider, the provider must keep records of the total number of complaints, excluding Ombudsman referred complaints, received by the provider during the record-keeping period regarding:
          (a)     connection to the service; and
          (b)     faults with the service.

Part 3—Retention of Records