Document ID: chunk:federal_register_of_legislation:F2018L00165:schedule:2:p7
Version: federal_register_of_legislation:F2018L00165
Segment Type: schedule
Provision Reference: sch 2 (pt 7/9)
Character Range: 87514–90632

and Traditional), Vietnamese, Farsi, Korean, Spanish, Dari, Indonesian, and Hindi; or
ii.             provide links or contact information to a free of charge interpreting/translation service, such as the National Accreditation Authority for Translators and Interpreters (NAATI) https://www.naati.com.au/ or Translating and Interpreting Service (TIS National) https://www.tisnational.gov.au/.
(b)           In all written communications and on the Supplier's website, provide details of the National Relay Service for Consumers who are Deaf or have a hearing or speech impairment.

Direct Consumer Communications Campaign

         19.          A Supplier must employ a Direct Consumer Communications Campaign (the Direct Campaign) across multiple channels and escalate as necessary until the Supplier has complied with its obligations in respect of that Vehicle as set out in section 5 of this Recall Notice.
         20.          The Direct Campaign may commence prior to the applicable recall initiation date for a Vehicle pursuant to Schedule 1, but must commence on the applicable recall initiation date at the latest.
         21.          The Direct Campaign must include direct contact with a Consumer by:
(a)           written communication delivered by post; and
(b)           where required under an escalation strategy pursuant to clause 23 of this Schedule, written communication delivered by registered post or other personal courier service where confirmation of receipt by the addressee is provided.
         22.          The Direct Campaign may also include in person visits, where appropriate under an escalation strategy pursuant to clause 23 of this Schedule.
         23.          The Direct Campaign must include a specified escalation strategy.  The escalation of the contact from communication by post through to registered post and an in person visit will depend on the outcome of the initial contact and must also take into account the particular circumstances of the Consumer and Vehicle, including the type of inflator involved, the location of the inflator in the Vehicle, the location of the Vehicle, and the age of the Vehicle.  An escalation strategy, must include the following, at a minimum:
(a)           where postal communication has been utilised for two months and the Consumer has not yet contacted the Supplier, the Supplier must escalate to registered post or other personal courier service where confirmation of receipt by the addressee is provided;
(b)           where an Alpha Inflator is involved, the Supplier must escalate to in person visits (unless the Supplier has made the required efforts to obtain an address as required in clauses 27 and 28 of this Schedule and no known address is available despite those efforts).
         24.          The Direct Campaign must also include concurrent (e.g., concurrently with postal communications) efforts to contact Consumers by email, telephone calls, and SMS/text messaging (unless the Supplier has made the required efforts to obtain such contact details as required in clauses 27 and 28 of this Schedule and such contact