National Energy Retail Law (NSW)
81Standard complaints and dispute resolution procedures
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81 Standard complaints and dispute resolution procedures
81 Standard complaints and dispute resolution procedures
(1) Every retailer and every distributor must develop, make and publish on its website a set of procedures detailing the retailer’s or distributor’s procedures for handling small customer complaints and disputes, to be known as its standard complaints and dispute resolution procedures.
(2) The procedures must be regularly reviewed and kept up to date.
(3) The procedures must be substantially consistent with the Australian Standard AS ISO 10002-2006 (Customer satisfaction—Guidelines for complaints handling in organizations) as amended and updated from time to time.