Telecommunications (Consumer Complaints Handling) Industry Standard 2018
23Carriage service providers must provide reasonable assistance
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23 Carriage service providers must provide reasonable assistance
Where:
a carriage service provider (the first carriage service provider) supplies a carriage service; and that carriage service is involved (directly or indirectly) in the supply of another carriage service (the retail carriage service) by another carriage service provider (a retail carriage service provider) to consumers;
the first carriage service provider must provide reasonable assistance to:
the retail carriage service provider; and any other carriage service provider who supplies a carriage service that is involved (directly or indirectly) in the supply of the retail carriage service;
in managing and resolving any complaints received by the retail carriage service provider in relation to the retail carriage service.