Part 5Complaints record-keeping

Part 5—Complaints record-keeping

20 Requirements to keep records of complaints

(1) A carriage service provider must keep records of complaints that are not network outage complaints, which include:

1. the name and contact details of the consumer making the complaint, and their representative where applicable;
2. a unique reference number or some other unique identifier that will ensure the carriage service provider can subsequently identify the complaint and its subject matter;
3. a description of the nature of the complaint and the issues raised as part of the complaint;
4. a description of the resolution proposed by the carriage service provider or the consumer, including the date by which the consumer must provide a response in relation to the proposed resolution;
5. a description of the results of any investigation;
6. a description of the carriage service provider’s reasons for its proposed resolution;
7. the consumer’s response to the proposed resolution of the complaint, any reasons given by the consumer for their response, and if they have requested the proposed resolution in writing, that this request has been made;
8. a description of the agreed resolution of the complaint, including any associated commitments and the date this is communicated to the consumer;
9. the implementation of any required actions; and
10. copies of any correspondence sent by or to the consumer regarding the complaint.

(2) A carriage service provider must keep records of network outage complaints, including:

1. the name and contact details of the consumer who made the service outage report, and their representative where applicable;
2. a unique reference number or some other unique identifier that will ensure the carriage service provider can subsequently identify the network outage complaint and its subject matter;
3. a description of the nature of the issues raised as part of the service outage report;
4. the time and date the provider:

(i) received the service outage report;

(ii) made a determination under subsection 17B(1);

(iii) acknowledged the network outage complaint under section 17C as required under subsection 17B(2);

(iv) notified the consumer under paragraph 17D(3)(c); and

(v) closed the network outage complaint;

1. whether the consumer was dissatisfied with the default resolution and made a complaint, that is not a network outage complaint but is related to the network outage, seeking other remedies;
2. where the consumer has expressed dissatisfaction with the default resolution of a network complaint, the reasons the consumer gives for that dissatisfaction;