Document ID: chunk:federal_register_of_legislation:F2023C00256:reg:11a:p1
Version: federal_register_of_legislation:F2023C00256
Segment Type: reg
Provision Reference: reg 11A (pt 1/4)
Character Range: 33168–35899

11A  Preliminary provisions for the purposes of sections 11B to 11F

Definitions
 (1) In this section and in sections 11B, 11C, 11D, 11E and 11F:
another network means any telecommunications network other than a licensee network or the national broadband network.
appointment, when used in relation to a reportable service, means:
 (a) an appointment for the connection of the service; or
 (b) an appointment for the rectification of a fault or service difficulty in relation to the service.
authorised officer means a person covered by a notice given for the purposes of subsection (2).
complaint, when used in relation to a reportable service, means an expression of dissatisfaction made to the licensee in relation to the service or the complaints handling process itself where a response or resolution is expected by the customer (whether express or implied), but does not include:
 (a) an initial call to request information or support or to report a fault or service difficulty in relation to the service, unless the customer advises the licensee that the customer wants the call to be treated as a complaint; or
 (b) an issue that is the subject of legal action.
complaint category means any of the following kinds of complaints made in relation to a reportable service (including before it is connected):
 (a) a complaint about delay in connecting a service;
 (b) a complaint about a disconnection of a service not being processed;
 (c) a complaint about changing provider (including issues with number porting or churn);
 (d) a complaint about a technician appointment;
 (e) a complaint about unclear information provided at point of sale;
 (f) any other complaint about sales or orders;
 (g) a complaint about a fault (including no service, intermittent service or drop outs);
 (h) a complaint about refund or credit owed;
 (i) a complaint about credit management action;
 (j) a complaint about billing or payment;
 (k) a complaint about privacy or fraud issues;
 (l) any other complaint about billing and accounts;
 (m) a complaint about the licensee being uncontactable or difficult to contact.
contact means:
 (a) a call by a person to a call centre; or
 (b) an online chat session initiated by a person to an online chat support system; or
 (c) an email or other message, or a series of emails or other messages in a chain of correspondence between a person and the licensee (including where one or more of those emails or other messages are generated by a form on the licensee's website or other electronic system);
in relation to a reportable service (including before it is connected), in each case:
 (d) where the call centre, chat system, message system or licensee's email address is operated by or on behalf of