(b) be clear and use plain language;
(c) be easy to understand and use;
(d) use a font style and size that is clear and easy to read;
(e) be in a format that is accessible, including to consumers with disabilities, from cultural or linguistically diverse backgrounds or with other special needs;
(f) be made available to the public on the carriage service provider’s website in a concise form that sets out the minimum requirements for consumer complaints handling referred to in paragraphs (h), (j) to (t), and sections 8A, 9 and 10;
(g) be made available to a consumer on request, or as soon as practicable after a consumer informs the carriage service provider they wish to make a complaint, in a form that is suitable for the consumer and, where appropriate, made available to carriage service providers or carriers identified in sections 23 and 24;
(h) be free of charge for consumers to use;
(i) be focused on the needs and expectations of consumers making a complaint;
(j) state that consumers have a right to make a complaint;
(k) set out how a consumer can make a complaint and monitor the progress of their complaint;
(l) permit consumers to make complaints:
(i) via telephone by speaking with a member of the carriage service provider’s personnel dealing with complaints;
(ii) by letter; and
(iii) via email, online and any other electronic method, including an app or a live chat service (if the provider uses that other method);
but need not require the carriage service provider to allow consumers to make complaints via social media platforms;
(m) permit consumers to make complaints in store and contact the carriage service provider about their complaint during in-store hours, where the carriage service provider offers services at a physical location;
(n) set out the times during which a consumer can make a complaint and contact the carriage service provider about their complaint by telephone or online;
(o) specify the telephone number, street or post office box address, email address, web address and any other point of contact the provider makes available (including via an app or a live chat service) where a consumer can make a complaint;
(p) specify the details that a deaf or hard of hearing consumer may use to contact the National Relay Service to assist the consumer to make a complaint;
(q) state that members of the carriage service provider’s personnel will:
clarify with a consumer if they wish to make a complaint where the consumer has made contact and expressed dissatisfaction through one of the channels referred to in paragraph (l) or paragraph (m), and the member of the personnel is uncertain if the consumer wishes to make a complaint; and
provide consumers with help to formulate, make and progress a complaint, including consumers with accessibility requirements or disabilities, and consumers from non-English speaking backgrounds or consumers that are financial hardship customers and have applied, or entered into an arrangement, for financial hardship assistance;
(r) allow for consumers to nominate a representative to make and handle a complaint;
(s) set out each potential step in the process for managing a complaint that was unable to be resolved on first contact, including the following steps:
communicating to the consumer who made the complaint an acknowledgment that the complaint has been received, a unique reference number or some other unique identifier for the complaint and instructions about how the complaint can be monitored;
initial assessment of a complaint;
investigation of a complaint;
response to a complaint and proposed resolution;
communicating the carriage service provider’s decision in response to the complaint;
implementation of agreed resolution;
closing a complaint;
the process by which the consumer can refer a complaint to the TIO for external dispute resolution; and
the procedures for identifying and handling urgent complaints, including how those procedures differ from handling ordinary complaints; and
(t) set out that the carriage service provider will provide consumers with confirmation of resolution of a complaint in accordance with paragraph 13(1)(l).
(1A) Where a carriage service provider uses a general enquiries telephone number to comply with paragraph (1)(l) that allows the consumer to select options for assistance, the first set of options presented to the consumer must include an express option for the consumer to elect to speak directly to a member of its personnel dealing with complaints.
(2) A carriage service provider must ensure that its personnel dealing directly with consumers:
are given access to a copy of:
the complaints handling process; and
any documentation setting out the documented internal processes; and
understand the minimum requirements for consumer complaints handling, their roles and responsibilities under the complaints handling process and any requirements in the documented internal processes.
(3) A carriage service provider must ensure there is a direct link on the homepage and the help or support section or area of its website via which a consumer can access information displayed on its website that:
(a) sets out how to contact the provider to make a complaint, including a table or list of the information referred to in paragraphs (1)(n), (o) and (p); and
(b) includes an express statement that the contact information provided under paragraph (a) can be used to make a complaint.
(4) The links referred to in subsection (3) must be:
(a) clear and prominent;
(b) include the word “complaint”, or its plural or another variation of that word; and
(c) for the link that is included on the help or support section or area of the website - accessible from a main heading.
(5) A carriage service provider must:
(a) display its contact details for making a complaint on bills to consumers; and
(b) the contact details for the carriage service provider should be more prominent than contact details for any other organisations that are named on the bill.
8A Minimum requirements – accuracy and updating information
The information required under subsection 8(3) must be accurate and up-to-date.
9 Minimum requirements - timeliness
A complaints handling process must:
(a) minimise waiting time, call transfers and consumers dealing with multiple persons to resolve the complaint; and
(b) identify the relevant time periods associated with each step in the process set out in subsection 12(2), paragraphs 13(1)(g), (h), (i) and (k), subsection 13(2) and sections 14 and 15.
10 Minimum requirements - transparency
A complaints handling process must:
describe the carriage service provider’s:
internal prioritisation process; and
internal escalation process,
in a manner that is clear, in plain language and transparent for consumers;
require complaints to be escalated at the reasonable request of a consumer;
set out a description of how escalated complaints will be managed;
set out a dispute resolution process, which provides a consumer with the right to escalate a complaint to the TIO after the carriage service provider has been given a reasonable opportunity to resolve a complaint, which:
(i) sets out details about how a consumer can contact the TIO, including a link to its website and its complaints telephone number; and
(ii) includes the statement: “If you are not satisfied with how we have handled your complaint, you have a right to take it to the Telecommunications Industry Ombudsman, which is a free and independent service”; and
provide that a consumer’s telecommunications service cannot be cancelled for the sole reason that the consumer was unable to resolve the complaint directly with the carriage service provider and pursued options for external dispute resolution.