15. Complaints Handling15. Complaints Handling

15. Complaints Handling

15.1 The Registrar must ensure that while this Deed remains in force, processes are in place under which:
(a) a person can make an inquiry or complaint about the operation or management of the Registration Services by the Registrar in relation to themselves; and
(b) an inquiry or complaint under paragraph (a) will be:
(i) acknowledged as being received within 7 Business Days of receipt;
(ii) properly considered and resolved by the Registrar within 40 Business Days after it was made; and
(iii) if not resolved, referred to the Registrar Coordinating Committee or the ACA for resolution.
15.2 The processes under clause 15.1 must:
(a) be clear, transparent and accountable;
(b) not affect the rights of a complainant to enter into legal proceedings; and
(c) include a requirement to keep a central record of all written and verbal complaints received.
15.3 A review of any complaint made under clause 15.1 must be conducted by a member of the Registrar’s staff who:
(a) was not involved in the matter complained of; and
(b) is suitably qualified to deal with the matters raised by the complainant.
15.4 In respect of complaints alleging an interference with the privacy of an individual in respect of any services performed under this Deed, the Registrar must comply with clause 18.7.
15.5 The costs of all actions required under this clause 15 to be taken by the Registrar to resolve the complaint are to be borne by the Registrar.
16. On-line Access
16.1 The Registrar must provide the ACA with secure on-line access to the entire Database, including access to tools for searching, filtering and sorting records.
16.2 The Registrar must provide limited public access to the Database on-line by electronic means. Such access must include the following details about registered cabling providers:
(a) name; and
(b) registration type; and
(c) registration number;
and may include, with the consent of the cabling provider:
(d) contact details (such as current home and work street and postal addresses, telephone numbers, email addresses and internet website addresses).