Document ID: chunk:federal_register_of_legislation:F2024L01447:reg:16
Version: federal_register_of_legislation:F2024L01447
Segment Type: reg
Provision Reference: reg 16
Character Range: 18026–19216

16  Requirement to provide real-time or near real-time assistance – carriage service provider
 (1) A carriage service provider who is required to comply with section 12 must, during a major outage and as far as is reasonably practicable, make available to its end-users one or more contact methods to enable the end-user to seek assistance from the carriage service provider using real-time communications or near real-time communications.
 (2) For the purposes of subsection (1), a contact method may include:
 (a) for real-time communications – a phone number;
 (b) for near real-time communications – live chat.
Note: A carriage service provider may use other alternative communications methods as real-time or near real-time communications, as long as the alternative method is a real-time communication or near real-time communication.
 (3) The carriage service provider must ensure that any contact method used to comply with the requirement in subsection (1):
(a)  is easily accessible;
(b) is resourced adequately; and
(c)  is capable of responding immediately to requests for urgent assistance from end-users; and
(d) does not use artificial intelligence.

Division 3  Exemptions