Telecommunications (Consumer Complaints Handling) Industry Standard 2018
7Establish a complaints handling process
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7 Establish a complaints handling process
(1) A carriage service provider that offers to supply telecommunications products to consumers under a consumer contract must:
establish a complaints handling process that includes the minimum requirements for consumer complaints handling; and implement a complaints handling process that complies with the minimum requirements for consumer complaints handling.
(2) The carriage service provider’s most senior responsible executive must approve the complaints handling process and be responsible for its implementation and operation.