Part 3Complaints management and response times

Part 3—Complaints management and response times

10E Application of this Part This Part does not apply to network outage complaints.

11 Complaints management

A carriage service provider must ensure that:

1. its complaints handling process is managed by a senior manager who is required to maintain the effective and efficient operation of that process in accordance with the minimum requirements for consumer complaints handling;
2. it has in place, and implements, documented internal processes which deal with the following:

(i) an internal process for prioritising complaints;

(ii) an internal process for escalating complaints;

1. an internal process for classifying complaints into different categories, which clearly describes each category of complaint; and
2. an internal process for helping consumers to formulate, make and progress a complaint and which sets out steps to assist members of its personnel to help consumers with accessibility requirements or disabilities, and consumers from non-English speaking backgrounds or those consumers that are financial hardship customers and have applied, or entered into an arrangement, for financial hardship assistance; and

(c) its personnel dealing directly with consumers or personnel dealing with complaints:

(i) manage and resolve complaints in an effective and efficient manner in accordance with the minimum requirements for consumer complaints handling;

(ii) 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 paragraphs 8(1)(l) and 8(1)(m), and the member of the personnel is uncertain if the consumer wishes to make a complaint;

(iii) treat consumers making a complaint with fairness and courtesy;

(iv) can identify and record a complaint; and

(v) can classify complaints in accordance with the provider’s process mentioned in subparagraph (b)(iii).

12 Acknowledging complaints

(1) A carriage service provider must acknowledge a complaint by providing the consumer to whom the complaint relates with a written or verbal response which indicates 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.

(2) A carriage service provider must acknowledge a complaint in accordance with subsection (1):

1. where the complaint was received:

(i) via a real-time communications method, including by telephone or a live chat service; or