Document ID: chunk:federal_register_of_legislation:F2024L00711:reg:29
Version: federal_register_of_legislation:F2024L00711
Segment Type: reg
Provision Reference: reg 29
Character Range: 61108–62867

29  Dealing with reports and complaints—general rules
 (1) This section applies to the following:
 (a) a pre-assessed relevant electronic service;
 (b) a telephony relevant electronic service;
 (c) a Tier 1 relevant electronic service;
 (d) a Tier 2 relevant electronic service.
 (2) If a person makes a report or complaint to the provider of the service under subsection 28(2), the provider must:
 (a) respond promptly to the complainant acknowledging the report or complaint; and
 (b) take appropriate and timely action to investigate the report or complaint.
Note: For appropriate see section 11.
 (3) Paragraph (2)(b) does not apply if:
 (a) the provider believes on reasonable grounds that the report is frivolous, vexatious or otherwise not made in good faith; or
 (b) the matter the subject of the report is being investigated, or has been investigated, by the Commissioner under Division 5 of Part 3 of the Act.
 (4) The provider of the service must:
 (a) notify the complainant of the outcome of any investigation into the report or complaint and the action proposed by the provider in consequence of the investigation; or
 (b) if the provider did not investigate the report or complaint because of subsection (3)—notify the complainant of that fact and of any action proposed by the provider in consequence of the complaint.
 (5) The provider of a service must:
 (a) record in writing its systems, processes and technologies used to conduct investigations and reviews under this Division; and
 (b) ensure that its personnel who investigate reports and complaints, and conduct reviews, as required by this Division, have appropriate training and experience, including training in and experience of the provider's applicable policies and procedures.