Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:25
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 25
Character Range: 36721–38545

25  Requests for reasonable assistance

       A retail carriage service provider must:

           (a)          promptly upon receiving a complaint and before making a request for reasonable assistance under this Part:

              (i)            assess the cause of the issues that are the subject of the complaint, including, if appropriate, by contacting the complainant to determine if any third party equipment at their premises is causing those issues; and

              (ii)         determine if a first carriage service provider mentioned in section 23 or a carrier mentioned in section 24 is required to provide reasonable assistance under this Part to manage or resolve the complaint; and

           (b)          ensure that any request for reasonable assistance it makes under this Part:

              (i)            is made promptly after making a determination under paragraph (a)(ii);

              (ii)         includes an explanation of the key issues that are the subject of the complaint and, where possible, its assessment of the cause of those issues and how they can be fixed;

              (iii)       if requested by the first carriage service provider or carrier – describes the steps that it took under subparagraph (a)(ii) to determine that the first carriage service provider or the carrier is required to provide reasonable assistance to manage and resolve the complaint;

              (iv)        identifies each of the relevant timeframes that it is required to meet under this industry standard in relation to the complaint;

              (v)          if appropriate, set out any proposals about how the first carriage service provider or the carrier might provide reasonable assistance to manage and resolve the complaint within the timeframes identified under subparagraph (iv).