Document ID: chunk:federal_register_of_legislation:F2023C00256:reg:11e:p5
Version: federal_register_of_legislation:F2023C00256
Segment Type: reg
Provision Reference: reg 11E (pt 5/6)
Character Range: 59076–61698

received during the month, including initial emails or other messages and a series of emails or other messages in a chain of correspondence;
the following information:
 (d) the number of contacts received;
 (e) the number of contacts substantively engaged with by the licensee:
  (i) for a call to a call centre or an online chat session—within 3 minutes of the start of the contact;
 (ii) for an email or other message or a series of emails or other messages in a chain of correspondence—within 2 working days of the start of the first email or other message (as applicable) being received by or on behalf of the licensee;
 (f) the number of contacts where the licensee did not substantively engage with the contact:
 (i) for calls to a call centre or an online chat sessions—before the contact was disconnected or closed;
 (ii) for an email or other message or a series of emails or other messages in a chain of correspondence—within 2 working days of the start of the first email or other message being received by or on behalf of the licensee;
 (iii) for an email or other message or a series of emails or other messages in a chain of correspondence—where the licensee did not substantively engage in any way with the first email or other message;
 (g) in relation to contacts mentioned in paragraphs (a), (b) and (c), the average time between when the contacts are first received by the licensee and when those contacts are first substantively engaged with by the licensee;
 (h) in relation to contacts mentioned in subparagraph (f)(i), the average time between when the contacts are first received by the licensee and when those contacts are disconnected or closed;
 (i) in relation to contacts mentioned in paragraph (a), (b) and (c), the average duration of those contacts measured from the time they are substantively engaged with until the contact is concluded;
 (j) in relation to contacts mentioned in paragraph (a), (b) and (c), the percentage of those contacts for which the query or issue raised during the initial contact was resolved:
 (i) for calls to a call centre or an online chat sessions—during that call or chat session;
 (ii) for an email or message or a series of emails or messages in a chain of correspondence—by the first substantive reply by or on behalf of the licensee in relation to the query or issue;
 (k) in relation to contacts mentioned in paragraphs (a), (b) and (c), the number of contacts with which the licensee had not substantively engaged at any time during the month, that are to be carried over into the following month.
 (12) The tenth table must contain, for each complaint