Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:7:p2
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 7 (pt 2/2)
Character Range: 15395–17745

to help consumers with accessibility requirements or disabilities, and consumers from non-English speaking backgrounds or those suffering financial hardship;

           (m)  allow for consumers to nominate a representative to make and handle a complaint;

           (n)  set out each potential step in the process for managing a complaint that was unable to be resolved on first contact, including the following steps:

              (i)            communicating to the consumer who made the complaint an acknowledgment that the complaint has been received, a unique reference number or some other unique identifier for the complaint and instructions about how the complaint can be monitored;

              (ii)         initial assessment of a complaint;

              (iii)       investigation of a complaint;

              (iv)        response to a complaint and proposed resolution;

              (v)          communicating the carriage service provider's decision in response to the complaint;

              (vi)        implementation of agreed resolution;

              (vii)     closing a complaint;

              (viii)   the process by which the consumer can refer a complaint to the TIO for external dispute resolution; and

              (ix)        the procedures for identifying and handling urgent complaints, including how those procedures differ from handling ordinary complaints.

(2) A carriage service provider must ensure that its personnel dealing directly with consumers:

           (a)          are given access to a copy of:

              (i)            the complaints handling process; and

              (ii)         any documentation setting out the documented internal processes; and

           (b)          understand the minimum requirements for consumer complaints handling,  their roles and responsibilities under the complaints handling process and any requirements in the documented internal processes.

(3) A carriage service provider must ensure there is a link on the homepage of its website via which a consumer can access information that:

           (a)          sets out how to contact the carriage service provider to make a complaint or enquiry; and

           (b)          includes an express statement that the contact information provided under paragraph (a) can be used to make a complaint.