Document ID: chunk:federal_register_of_legislation:F2018L00721:reg:5:p1
Version: federal_register_of_legislation:F2018L00721
Segment Type: reg
Provision Reference: reg 5 (pt 1/3)
Character Range: 901–3812

5  Definitions
  In these Rules:
ACMA means the Australian Communications and Media Authority.
Act means the Telecommunications Act 1997.

       active service means a service in relation to which a retail carriage service provider has issued an invoice to, or received a payment from, a consumer for the provision of that service to the consumer during the relevant record-keeping period.

       complaint means an expression of dissatisfaction made to a retail carriage service provider in relation to its telecommunications products or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by the consumer. It does not include an initial call to request information or support or to report a fault or service difficulty unless a consumer advises that they want that call treated as a complaint, and does not include an issue that is the subject of legal action.
complaints handling process means a consumer complaints handling process established by a carriage service provider pursuant to section 7 of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018.
complaints report means a report under section 11.
complaint type means each category into which a retail carriage service provider classifies complaints under its complaints handling process.
consumer means:

          (a)     an individual who acquires or may acquire a telecommunications product for the primary purpose of personal or domestic use and not for resale; or

          (b)     a business or non-profit organisation which acquires or may acquire one or more telecommunications products which are not for resale and which, at the time it enters into the consumer contract:

              (i)            does not have a genuine and reasonable opportunity to negotiate the terms of the consumer contract; and
              (ii)         has or will have an annual spend with the retail carriage service provider which is, or is estimated on reasonable grounds by the retail carriage service provider to be, no greater than $20,000.
consumer contract means an arrangement or agreement between a retail carriage service provider and a consumer for the supply of a telecommunications product to that consumer, and includes a standard form of agreement formulated by a carriage service provider for the purposes of section 479 of the Act.
Fibre to the Building connection means a connection used by NBN Co to facilitate the supply of an NBN voice service or an NBN broadband service in a multi-dwelling unit, such as an apartment block or building of a similar type.
Fibre to the Curb connection means a connection used by NBN Co to facilitate the supply of an NBN voice service or an NBN broadband service where the connection between the distribution point unit and the network termination device uses a copper line that is owned or controlled by, or operated by