Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:9:p1
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 9 (pt 1/2)
Character Range: 17748–21194

9  Minimum requirements - timeliness

       A complaints handling process must identify the relevant time periods associated with each step in the process set out in subsection 12(2), paragraphs 13(1)(g), (h) and (j) and section 14.

  10  Minimum requirements - transparency

       A complaints handling process must:

           (a)          describe the carriage service provider's:

              (i)          internal prioritisation process; and

              (ii)        internal escalation process,

       in a manner that is clear, in plain language and transparent for consumers;

           (b)          require complaints to be escalated at the reasonable request of a consumer;

           (c)          set out a description of how escalated complaints will be managed;

           (d)          set out a dispute resolution process, which provides a consumer with the right to escalate a complaint to the TIO after the carriage service provider has been given a reasonable opportunity to resolve a complaint, and which includes details about how a consumer can contact the TIO;

           (e)          provide that a consumer's telecommunications service cannot be cancelled for the sole reason that the consumer was unable to resolve the complaint directly with the carriage service provider and pursued options for external dispute resolution.

Part 3—Complaints management and response times

   11  Complaints management

       A carriage service provider must ensure that:

           (a)          its complaints handling process is managed by a senior manager who is required to maintain the effective and efficient operation of that process in accordance with the minimum requirements for consumer complaints handling;

           (b)          it has in place, and implements, documented internal processes which deal with the following:

              (i) an internal process for prioritising complaints;

              (ii) an internal process for escalating complaints;

              (iii)       an internal process for classifying complaints into different categories, which clearly describes each category of complaint; and

              (iv)        an internal process for helping consumers to formulate, make and progress a complaint and which sets out steps to assist members of its personnel to help consumers with accessibility requirements or disabilities, and consumers from non-English speaking backgrounds or those suffering financial hardship; and

           (c) its personnel dealing directly with consumers or personnel dealing with complaints:

              (i) manage and resolve complaints in an effective and efficient manner in accordance with the minimum requirements for consumer complaints handling;

              (ii) clarify with a consumer if they wish to make a complaint where the consumer has made contact and expressed dissatisfaction through one of the channels referred to in paragraphs 8(1)(h) and 8(1)(i), and the member of the personnel is uncertain if the consumer wishes to make a complaint;

              (iii) treat consumers making a complaint with fairness and courtesy;

              (iv) can identify and record a complaint; and

              (v) can classify complaints in accordance with the provider's process mentioned in subparagraph (b)(iii).

           12  Acknowledging complaints

           (1) A carriage service provider must acknowledge a complaint