14Delays

14 Delays

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 complaint of the type referred to in paragraph 13(1)(g) can be resolved within the relevant billing period or within 30 calendar days, whichever occurs first; or an urgent complaint can be resolved within 2 working days of receipt of the urgent complaint; or a complaint other than a complaint of the type referred in paragraphs (a) or (b) can be resolved within 10 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:

the cause of the delay; the new timeframe for resolving the complaint; and the information referred to in paragraph 10(d), 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.