Document ID: chunk:federal_register_of_legislation:F2019L01655:clause:1_7:p1
Version: federal_register_of_legislation:F2019L01655
Segment Type: clause
Provision Reference: sch 1 cl 7 (pt 1/2)
Character Range: 10929–13663

7  Customers to be offered a preferred method of communication option
 (1) If a CSP supplies an IMR service, the CSP must have available:
 (a) SMS; and
 (b) at least one other method of communication capable of being used on an IMR-enabled device which does not support SMS,
       as a preferred method of communication for receiving notifications about the IMR service.
Note 1:  Other methods of communication may include email or a software application or program.
Note 2: Other methods of communication should not include voice calls for IMR-enabled devices incapable of receiving that method of communication.
 (2) If a CSP supplies an IMR service to a customer, the CSP must offer for selection by that customer:
 (a) SMS; or
           (b) if the customer's service is supplied using a plan that provides for data only, at least one other method of communication capable of being used on an IMR-enabled device which does not support SMS,
       as a preferred method of communication for receiving notifications about the IMR service.
 (3) The preferred method of communication offered under subsection (2) must be offered by the CSP to the customer at the time of:
 (a) entering into a customer contract with the customer which provides for the supply of an IMR service; and
 (b) any variation of a customer contract to allow for the supply of an IMR service.
 (4) The preferred method of communication referred to in subsection (2) must be offered to a customer for selection in relation to each IMR service of the customer.
 (5) A CSP must allow a customer who has selected a preferred method of communication under subsection (2) to request a change to the preferred method of communication offered under subsection (2) at any time and must action the request as soon as reasonably practicable after the customer requests the change.
 (6) If a charge may be imposed on a customer for accessing a message or notification using a preferred method of communication, the CSP must inform the customer that charges may apply to that preferred method of communication.
Note: Subsections 8(6), 9(6) and 10(6) provide that a CSP must not charge the customer a fee for sending a message or notification under sections 8, 9 and 10 respectively. However, if a customer has selected a preferred method of communication which requires the customer to upload or download data on their IMR-enabled device in order to receive the message or notification, the customer must be informed that the preferred method of communication may be subject to data charges.
 (7) If a customer has:
 (a) selected a preferred method of communication under subsection (2), or
 (b) requested a change to the preferred method of communication under subsection