Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:13
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 13
Character Range: 22042–24872

13  Resolution of complaints

       (1) A carriage service provider must:

           (a)          use its best efforts to resolve a complaint on first contact;

           (b)          implement processes for the identification, management and resolution of urgent complaints;

           (c)          investigate a complaint to the extent that is commensurate with the seriousness of the complaint, where it is not possible to resolve a complaint to the satisfaction of the consumer at first contact or without an investigation;

           (d)          ensure that its personnel understand what remedies are available to assist with the resolution of a complaint;

           (e)          tailor any remedy offered to a consumer so that, as far as practicable, the remedy addresses the main cause of the complaint, and the individual circumstances of the consumer;

           (f)           resolve complaints about alleged billing errors no later than the end of the billing period immediately following the consumer's current billing period, or within 40 calendar days, whichever occurs first;

           (g)          provide confirmation of a proposed resolution of a complaint, within 15 working days of receiving the complaint;

           (h)          provide confirmation of a proposed resolution of an urgent complaint, and if the consumer accepts the proposed resolution, implement that resolution, within 2 working days of receiving the urgent complaint;

           (i)            where a complaint is indicative of broader problem or systemic issue, seek to resolve the main cause of that problem or issue;

           (j)            complete all necessary actions to implement a proposed resolution, within 10 working days of the consumer accepting that resolution, except where:

              (i)            otherwise agreed with the consumer;

              (ii)         the consumer agreed to undertake actions to implement the proposed resolution by a specified time, but did not complete the actions as agreed;

              (iii)       the complaint is an urgent complaint and paragraph (h) applies;

           (k)          provide confirmation to a consumer that their complaint has been resolved, as soon as practicable after the carriage service provider completes its investigation of the complaint; and

           (l)            only allow a complaint or an urgent complaint to be closed with the consent of the consumer, or where the carriage service provider has complied with subsection 15(2), section 16 or section 17.

(2) A carriage service provider must, upon receiving a request from a consumer to provide written confirmation of the matters set out in paragraphs (1)(g), (h) or (k), provide that confirmation in writing to the consumer within 5 working days after receiving the request.