Part 4Complaints monitoring and analysis

Part 4—Complaints monitoring and analysis

18 Complaints monitoring and analysis processes, procedures and systems

A carriage service provider must establish processes, procedures and systems, for monitoring and analysing its complaints records to identify systemic issues and problems, and prevent those systemic issues, problems and related complaints from recurring.

19 Requirements for monitoring and analysis of complaints and complaints handling processes

A carriage service provider must:

classify and analyse complaints a minimum of once every three months, to identify, address and take steps to prevent frequent problems and systemic issues from recurring; review its complaints handling process and its network outage complaints handling process every 12 months to:

ensure it is suitable, adequate, effective and efficient; identify new issues and correct deficiencies that need specific attention, and record any new issues and deficiencies identified; assess its compliance with this instrument; identify areas for improvement or that require change; and evaluate potential changes;

take action taken to address problems or issues identified in paragraphs (a) and (b) as soon as practicable; record in writing any steps taken under paragraph (c); ensure that any significant complaints, problems or issues identified under this section are efficiently and effectively managed and that there are processes for senior management to be notified where appropriate; and ensure that its processes for implementing the requirements in paragraphs (a) to (e) are set out in writing, and made available to personnel responsible for monitoring and analysing complaints and the provider’s complaints handling process and network outage complaints handling process.