Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:26
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 26
Character Range: 38545–40047

26  Responding to requests for reasonable assistance

       The first carriage service provider identified in section 23 and a carrier identified in section 24 must:

           (a)          nominate one or more contact persons responsible for the coordination of activities in relation to the provision of reasonable assistance pursuant to this Part;

           (b)          notify relevant retail carriage service providers of an email address, or other method, whereby they can contact a contact person nominated under paragraph (a), or make enquiries about, or request, reasonable assistance pursuant to this Part;

           (c)          ensure that the inbox for the email address or other method of contact identified in paragraph (b) is monitored each working day;

           (d)          acknowledge the receipt of a request for reasonable assistance within 2 working days;

           (e)          advise what the indicative timeframes are for responding to the request as soon as practicable;

           (f)           confirm any proposed resolution as soon as practicable after completing its investigation of the issues set out in the request; and

           (g)          ensure that all enquiries and requests for reasonable assistance received by the nominated contact person are responded to as soon as practicable, including by taking all reasonable steps to enable the retail carriage service provider to meet the relevant timeframes that apply to that provider under Part 3.