Document ID: chunk:federal_register_of_legislation:F2021C00265:reg:14
Version: federal_register_of_legislation:F2021C00265
Segment Type: reg
Provision Reference: reg 14
Character Range: 24872–26187

14  Delays

(1)          A carriage service provider must advise consumers of any delay to proposed timeframes for managing or handling their complaint as soon as possible after becoming aware of the delay.

(2)  Where a carriage service provider does not reasonably believe that:

           (a)          a complaint of the type referred to in paragraph 13(1)(f) can be resolved within the billing period or within 40 calendar days, whichever occurs first; or

           (b)          an urgent complaint can be resolved within 2 working days of receipt of the urgent complaint; or

           (c)          a complaint other than a complaint of the type referred in paragraphs (a) or (b) can be resolved within 15 working days of receiving the complaint,

the carriage service provider must as soon as practicable within that period mentioned in paragraph (a), (b) or (c) (whichever is relevant) (the relevant period) advise the complainant of:

           (d)          the cause of the delay;

           (e)          the new timeframe for resolving the complaint; and

           (f)           the avenues for external dispute resolution including the TIO, where it is expected that the delay will be longer than 10 working days after the relevant period and is not caused by a notified mass outage of service.