Competition and Consumer (Industry Codes—Food and Grocery) Regulations 2024
49Complaints handling procedures
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49 Complaints handling procedures
(1) The large grocery business must ensure that the Code Mediator: (a) develops a written complaints handling procedure that is consistent with this Code; and (b) acts in accordance with the complaints handling procedure.
Civil penalty:
(a) for a contravention by a body corporate—3,200 penalty units; or
(b) for a contravention by a person who is not a body corporate—640 penalty units.
(2) The large grocery business must ensure that the Code Mediator: (a) provides a copy of the procedure to the large grocery business and the Code Supervisor; and (b) reviews the procedure annually and updates it as necessary; and (c) if the procedure is updated—provides a copy of the updated procedure to the large grocery business and the Code Supervisor.
Civil penalty:
(a) for a contravention by a body corporate—3,200 penalty units; or
(b) for a contravention by a person who is not a body corporate—640 penalty units.
(3) The large grocery business must publish a copy of the procedure on the large grocery business’ website.
Civil penalty:
(a) for a contravention by a body corporate—3,200 penalty units; or
(b) for a contravention by a person who is not a body corporate—640 penalty units.
(4) The large grocery business must ensure that the copy of the procedure on its website is kept up to date.
Civil penalty:
(a) for a contravention by a body corporate—3,200 penalty units; or
(b) for a contravention by a person who is not a body corporate—640 penalty units.