Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:9:p2
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 9 (pt 2/2)
Character Range: 20858–22040

a complaint with fairness and courtesy;

              (iv) can identify and record a complaint; and

              (v) can classify complaints in accordance with the provider's process mentioned in subparagraph (b)(iii).

           12  Acknowledging complaints

           (1) A carriage service provider must acknowledge a complaint by providing the consumer to whom the complaint relates with a written or verbal response which indicates that the complaint has been received, a unique reference number or some other unique identifier for the complaint and instructions about how the complaint can be monitored.

           (2) A carriage service provider must acknowledge a complaint in accordance with subsection (1):

             (a)     where the complaint was received by telephone or in store – immediately;

             (b)     where the complaint was received by:

                  (i)                 email;

                  (ii)              through the carriage service provider's website;

                  (iii)            post; or

                  (iv)            a recorded telephone message –

           within 2 working days of receiving the complaint.