Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:17
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 17
Character Range: 29628–30475

17  Attempt to make contact

If, in the course of meeting its obligations under this industry standard, a carriage service provider is unable to contact a consumer to discuss their complaint or to advise them of the proposed resolution of their complaint after at least 5 separate attempts, with each attempt on a separate calendar day, over a total period of not more than 10 calendar days, the carriage service provider must write to the consumer:

           (a)          advising that they were unable to contact them;

           (b)          provide details of its contact attempts; and

           (c)          provide an invitation to contact the carriage service provider to discuss the complaint within a specific timeframe of not less than 10 working days from the date of that invitation.

Part 4—Complaints monitoring and analysis