Document ID: chunk:federal_register_of_legislation:F2024C01057:reg:33
Version: federal_register_of_legislation:F2024C01057
Segment Type: reg
Provision Reference: reg 33
Character Range: 27182–28059

33  Complaints
 (1) A contracted service provider must cooperate fully and promptly with any inquiries by the Minister or the Department in relation to any complaint.
 (2) A contracted service provider must establish a procedure for dealing with complaints by or on behalf of a voucher‑holder about a hearing service provided by the contracted service provider.
 (3) A contracted service provider must provide each voucher‑holder who receives a hearing service from that provider with clear and simple written information about the contracted service provider's complaints procedure, including the way to make a complaint.
 (4) If a person makes a complaint about a hearing service provided by a contracted service provider under the voucher system, the contracted service provider must take reasonable steps to try to resolve the complaint to the satisfaction of the person.