Document ID: chunk:federal_register_of_legislation:F2022L00440:clause:1_38
Version: federal_register_of_legislation:F2022L00440
Segment Type: clause
Provision Reference: sch 1 cl 38
Character Range: 76520–79216

38  Complaint process must be made publicly available
       (1)    A primary universal service provider must make details of the payphone complaint process publicly available and accessible to all persons who may wish to make a complaint about a final decision on the location or removal of a payphone, including by publishing details of the payphone complaint process prominently on the first page of the primary universal service provider's section of its website relating to payphones.
       (2)   Details of the payphone complaint process must include the following:
         (a)    the payphone complaint timeframe;
         (b)    for complaints relating to a final decision on the removal of a payphone –  the payphone objection timeframe;
         (c)    the form in which a complaint may be made (including, oral or written and electronic or non-electronic); and
         (d)    the contact details or address to which a complaint may be sent or directed, as the case may be.

Division 2—Receiving payphone complaints

 39  Manner of receiving payphone complaints
       (1)   A primary universal service provider must provide low cost or free, and flexible means by which a payphone complaint may be made orally or in writing by any person who wishes to make a payphone complaint about a final decision regarding the location or removal of a payphone.
       (2)   Subject to subsection (1), a primary universal service provider must not impose any fees, charges or penalties in relation to the receipt or handling of a payphone complaint upon a person who has made, or may wish to make, a payphone complaint.
       (3)   A primary universal service provider must:
         (a)    maintain freecall general service contact numbers and multi-lingual enquiry lines by which persons who may wish to make a written complaint can obtain information as to the means by which a complaint may be made; and
         (b)    maintain general service contact numbers and multi-lingual enquiry lines to enable persons who may wish to make an oral complaint to do so.
       (4)   If a person requests assistance in making a payphone complaint, a primary universal service provider must provide that person with any reasonable assistance that the primary universal service provider is able to provide to enable that person to make a complaint which may include (without limitation):
         (a)    advice on the internal processes the primary universal service provider undertakes in determining a payphone location or removal; and
         (b)    advice on any additional information from the public that would assist the primary universal service provider in considering a payphone complaint.