Document ID: chunk:federal_register_of_legislation:F2023C00256:reg:11c:p2
Version: federal_register_of_legislation:F2023C00256
Segment Type: reg
Provision Reference: reg 11C (pt 2/2)
Character Range: 45400–47176

by the licensee;
 (o) the number of complaints made in relation to reportable services supplied, or proposed to be supplied, in the relevant ESA during the quarter.
Note: See the definition of kept in subsection 11A(1).
 (2) The licensee must, within 28 days of the end of each quarter that begins immediately after the end of the initial reporting period, or a longer period after the quarter, approved, in writing by an authorised officer; or if there is no authorised officer—the Secretary, publish a report on its website containing the following information:
 (a) the aggregate number of contacts received by the licensee in relation to all reportable services supplied, or proposed to be supplied, where:
 (i) for a call made to a contact centre—the call was made during the quarter; or
 (ii) for a chat session—the session was initiated during the quarter; or
 (iii) for an email or other message or a series of emails or other messages in a chain of correspondence—the email or other message was an initial email or other message received during the quarter, or the chain of correspondence was not closed at the end of the quarter;
 (b) the proportion of contacts mentioned in paragraph (a) that were substantively engaged with:
 (i) for a call to a call centre or an online chat session—within 3 minutes of the start of the contact; or
 (ii) for an email or other message or a series of emails or other messages in a chain of correspondence—within 2 working days of the start of the first email or message being received by or on behalf of the licensee.
 (3) The licensee must take reasonable steps to ensure each report published in accordance with subsections (1) and (2) remains available on the licensee's website for at least 5 years after it is first published.