Document ID: chunk:federal_register_of_legislation:F2023L01140:reg:7:p6
Version: federal_register_of_legislation:F2023L01140
Segment Type: reg
Provision Reference: reg 7 (pt 6/22)
Character Range: 23075–25822

the fault or service difficulty.
 (3) If a person other than the customer reports on behalf of the customer a fault or service difficulty to the carriage service provider, the guaranteed maximum rectification period begins when the fault or service difficulty is reported.

16 Reports by carriage service providers of faults etc
 (1) This section applies to a carriage service provider (the first provider) if the carriage service provider becomes aware that:
  (a) there is a fault or service difficulty in the network of another carriage service provider (the second provider); or
 (b) an act or omission of the second provider may contribute to the first provider being wholly or partly in contravention of a performance standard.
 (2) The first provider must report a matter mentioned in subsection (1) to the second provider as soon as practicable after the first provider becomes aware of the matter.

17 Arrangements about rectification periods
  Arrangements to rectify a fault or service difficulty for a customer may provide for rectification in a period:
 (a) that is shorter than the guaranteed maximum rectification period; or
 (b) that is longer than the guaranteed maximum rectification period if the customer wants the fault or service difficulty to be rectified on a day after the end of that period.

Division 4 Appointments with customers

18 Interpretation
 (1) In this Division, a reference to a customer of a carriage service provider includes a reference to someone who represents the customer.
 (2) In this Division, a reference to a proposed appointment includes a reference to an appointment that is changed in accordance with subsection 19(4).

19 Making and changing appointments
 (1) For the purposes of connecting a specified service or rectifying a fault or service difficulty:
 (a) a customer of a carriage service provider may make an appointment with the carriage service provider; and
 (b) a carriage service provider may make an appointment with a customer of the carriage service provider.
 (2) The day, and the time of day, proposed by the carriage service provider for an appointment must be convenient for the customer.
 (3) To comply with subsection (2), a carriage service provider may propose an appointment:
 (a) for a particular time of day; or
 (b) in the period between 2 particular times of day that are not more than 5 hours apart.
 (4) Either party to an appointment may change the day, time of day or location of the appointment:
 (a) by giving at least 24 hours' notice of the change to the other party; or
 (b) by obtaining the agreement of the other party to the change.
 (5) A carriage service provider must keep an appointment to which the carriage service provider is a party.

20 Criteria