Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:19
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 19
Character Range: 30812–34013

19  Requirements for monitoring and analysis of complaints and complaints handling process

       A carriage service provider must:

           (a)          classify and analyse complaints a minimum of once every three months, to identify, address and take steps to prevent frequent problems and systemic issues from recurring;

           (b)          review its complaint handling process every 12 months to:

              (i)            ensure it is suitable, adequate, effective and efficient;

              (ii)         identify new issues and correct deficiencies that need specific attention, and record any new issues and deficiencies identified;

              (iii)       assess its compliance with this industry standard;

              (iv)        identify areas for improvement or that require change; and

              (v)          evaluate potential changes;

           (c)          take action taken to address problems or issues identified in paragraphs (a) and (b) as soon as practicable;

           (d)          record in writing any steps taken under paragraph (c);

           (e)          ensure that any significant complaints, problems or issues identified under this section are efficiently and effectively managed and that there are processes for senior management to be notified where appropriate; and

           (f)           ensure that its processes for implementing the requirements in paragraphs (a) to (e) are set out in writing, and made available to personnel responsible for monitoring and analysing complaints and the complaints handling process.

Part 5—Complaints record-keeping

       20  Requirements to keep records of complaints

       A carriage service provider must keep records of complaints, which include:

           (a)          the name and contact details of the consumer making the complaint, and their representative where applicable;

           (b)          a unique reference number or some other unique identifier that will ensure the carriage service provider can subsequently identify the complaint and its subject matter;

           (c)          a description of the nature of the complaint and the issues raised as part of the complaint;

           (d)          a description of the resolution proposed by the carriage service provider or the consumer, including the date by which the consumer must provide a response in relation to the proposed resolution;

           (e)          a description of the results of any investigation;

           (f)           a description of the carriage service provider's reasons for its proposed resolution;

           (g)          the consumer's response to the proposed resolution of the complaint, any reasons given by the consumer, and if they have requested the proposed resolution in writing, that this request has been made;

           (h)          a description of the agreed resolution of the complaint, including any associated commitments and the date this is communicated to the consumer;

           (i)            the implementation of any required actions; and

           (j)            copies of any correspondence sent by or to the consumer regarding the complaint.