Telecommunications (Consumer Complaints Handling) Industry Standard 2018
17Attempt to make contact
Start here
Get a plain-English read of 17
Turn the raw legal text into a practical explanation grounded in Telecommunications (Consumer Complaints Handling) Industry Standard 2018.
17 Attempt to make contact
If, in the course of meeting its obligations under this instrument, a carriage service provider is unable to contact a consumer to discuss their complaint or to advise them of the proposed resolution of their complaint after at least 5 separate attempts, with each attempt on a separate calendar day, over a total period of not more than 10 calendar days, the carriage service provider must write to the consumer:
advising that they were unable to contact them; provide details of its contact attempts; and provide an invitation to contact the carriage service provider to discuss the complaint within a specific timeframe of not less than 10 working days from the date of that invitation.