Document ID: chunk:federal_register_of_legislation:F2022L00440:clause:1_41
Version: federal_register_of_legislation:F2022L00440
Segment Type: clause
Provision Reference: sch 1 cl 41
Character Range: 79658–81816

41  Principles for the resolution of payphone complaints
       A primary universal service provider must investigate and seek to resolve all payphone complaints in an efficient, fair and timely way.

  42    Response to payphone complaint
       (1)  A primary universal service provider must respond to a payphone complaint in writing within 20 business days of receiving the complaint.
       (2)     The response must contain:
         (a)    the complaint reference number;
         (b)    if the primary universal service provider is reasonably satisfied no further action is required to investigate or address the payphone complaint - the reasons for this;
Example: A reason why the primary universal service provider may be reasonably satisfied that no further action is required to be taken is where the payphone complaint lacks sufficient information to enable further investigation or resolution, or where the primary universal service provider has previously received and addressed a payphone complaint relating to the same final decision.
         (c)    if the primary universal service provider proposes to take further action to investigate or otherwise seek to resolve a complaint – what further actions it proposes to take and the reasons why; and
         (d)    if the complaint relates to a final decision to remove a payphone – a statement that the person who made the payphone complaint may apply to the ACMA in writing for a review of the provider's final decision if they are dissatisfied with the provider's response to their complaint.
Note: The ACMA will only receive applications for review of a final decision to remove a payphone if the primary universal service provider has responded to a complaint (or has advised its reasons for not investigating or addressing the payphone complaint) in relation to that decision.
       (3)   If, under paragraph (2)(b), the primary universal service provider proposes to take further action to investigate or resolve a complaint, the provider must continue to keep the person who made the complaint reasonably informed of the steps that are being taken, and the outcome of those steps.