Telecommunications (Consumer Complaints Handling) Industry Standard 2018
16Frivolous or vexatious complaints
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16 Frivolous or vexatious complaints
If, after careful consideration and appropriate internal escalation of a complaint, a carriage service provider reasonably concludes:
that it can do nothing more to resolve the complaint or assist the consumer; and that the consumer’s behaviour, or complaint is frivolous or vexatious,
the carriage service provider may decide not to deal, or to deal further, with the complaint.
Within 5 working days of making a decision not to deal with a complaint under subsection (1), a carriage service provider must advise the consumer of the reasons for its decision and the information referred to in paragraph 10(d). Where a carriage service provider advises a consumer in accordance with subsection (2), it is not required to accept any further complaints from that consumer on the same or similar issues, except as a part of an external dispute resolution process. A carriage service provider must provide the consumer with written confirmation of the matters set out in subsection (2) in writing within 5 working days after receiving a request to do so from the consumer.