Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:7:p1
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 7 (pt 1/2)
Character Range: 12501–15698

7  Establish a complaints handling process

(1) A carriage service provider that offers to supply telecommunications products to consumers under a consumer contract must:

           (a)          establish a complaints handling process that includes the minimum requirements for consumer complaints handling; and

           (b)          implement a complaints handling process that meets the minimum requirements for consumer complaints handling.

(2) The carriage service provider's Chief Executive Officer (or equivalent) must approve the complaints handling process and be responsible for its implementation and operation.

   8  Minimum requirements - accessibility

(1)          A complaints handling process must:

           (a)          be set out in writing;

           (b)          be made available to the public on the carriage service provider's website in a concise form that sets out the minimum requirements for complaints handling referred to in paragraphs (d) to (n), and sections 9 and 10;

           (c)          be made available to a consumer on request, or as soon as practicable after a consumer informs the carriage service provider they wish to make a complaint, in a form that is suitable for the consumer and, where appropriate, made available to carriage service providers or carriers identified in sections 23 and 24;

           (d)          be free of charge for consumers to use;

           (e)          be focused on the needs and expectations of consumers making a complaint and be easy to understand and use;

           (f)           state that consumers have a right to make a complaint;

           (g)          set out how a consumer can make a complaint and monitor the progress of their complaint;

           (h)          permit consumers to make complaints by telephone, letter, email and online;

           (i)            permit consumers to make complaints in store and contact the carriage service provider about their complaint during in store hours, where the carriage service provider offers services at a physical location;

           (j)            set out the times during which a consumer can make a complaint and contact the carriage service provider about their complaint by telephone or online;

           (k)  specify the telephone number, street or post office box address, email address and web address where a consumer can make a complaint;

           (l)  state that members of its personnel will:

              (i)            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 paragraph (h) or paragraph (i), and the member of the personnel is uncertain if the consumer wishes to make a complaint; and

              (ii)         provide consumers with help to formulate, make and progress a complaint, and 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