Commonwealth legislation

Telecommunications (Consumer Complaints) Record-Keeping Rules 2018

In ForceCTH

Jurisdiction

Commonwealth

Collection

legislative instrument

Plain English Summary

3/10 complexity

This rule requires qualifying retail carriage service providers to keep, each record-keeping period, four specific records about network outage complaints: total complaints, Ombudsman-referred complaints, average days to implement a default resolution, and the number of outages that produced complaints (s 9A). The providers bear the cost and effort of collecting and storing these metrics; the requirement creates an operational incentive to measure outage handling and imposes administrative and definitional choices about how complaints, resolutions and periods are identified (s 9A; see cross‑reference to s 8(1)).

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Current sections

Direct links to the current provisions in Telecommunications (Consumer Complaints) Record-Keeping Rules 2018.

Records relating to network outage complaints received

9A Records relating to network outage complaints received

In relation to the services in operation referred to in subsection 8(1), for each record-keeping period, a qualifying retail carriage service provider must keep records of:

the total number of network outage complaints received by the provider during the record-keeping period;
the total number of Ombudsman referred complaints, that relate to network outage complaints, referred by the Telecommunications Industry Ombudsman during the record-keeping period;
the average number of days taken for the default resolution of a network outage complaint to be implemented during the record-keeping period;
the number of network outages that occurred which resulted in one or more network outage complaints.

Endnotes

Endnote 1—About the endnotes

The endnotes provide information about this compilation and the compiled law.

The following endnotes are included in every compilation:

Endnote 1—About the endnotes

Endnote 2—Abbreviation key

Endnote 3—Legislation history

Endnote 4—Amendment history

Abbreviation key—Endnote 2

The abbreviation key sets out abbreviations that may be used in the endnotes.

Legislation history and amendment history—Endnotes 3 and 4

Amending laws are annotated in the legislation history and amendment history.

The legislation history in endnote 3 provides information about each law that has amended (or will amend) the compiled law. The information includes commencement details for amending laws and details of any application, saving or transitional provisions that are not included in this compilation.

The amendment history in endnote 4 provides information about amendments at the provision (generally section or equivalent) level. It also includes information about any provision of the compiled law that has been repealed in accordance with a provision of the law.

Misdescribed amendments

A misdescribed amendment is an amendment that does not accurately describe how an amendment is to be made. If, despite the misdescription, the amendment can be given effect as intended, then the misdescribed amendment can be incorporated through an editorial change made under section 15V of the Legislation Act 2003.

If a misdescribed amendment cannot be given effect as intended, the amendment is not incorporated and “(md not incorp)” is added to the amendment history.

Source text

Sourced from the Federal Register of Legislation (legislation.gov.au), CC BY 4.0.

9A Records relating to network outage complaints received

In relation to the services in operation referred to in subsection 8(1), for each record-keeping period, a qualifying retail carriage service provider must keep records of:

the total number of network outage complaints received by the provider during the record-keeping period;
the total number of Ombudsman referred complaints, that relate to network outage complaints, referred by the Telecommunications Industry Ombudsman during the record-keeping period;
the average number of days taken for the default resolution of a network outage complaint to be implemented during the record-keeping period;
the number of network outages that occurred which resulted in one or more network outage complaints.

Endnotes Endnotes

Endnotes

Endnote 1—About the endnotes

The endnotes provide information about this compilation and the compiled law.

The following endnotes are included in every compilation:

Endnote 1—About the endnotes

Endnote 2—Abbreviation key

Endnote 3—Legislation history

Endnote 4—Amendment history

Abbreviation key—Endnote 2

The abbreviation key sets out abbreviations that may be used in the endnotes.

Legislation history and amendment history—Endnotes 3 and 4

Amending laws are annotated in the legislation history and amendment history.

Misdescribed amendments

If a misdescribed amendment cannot be given effect as intended, the amendment is not incorporated and “(md not incorp)” is added to the amendment history.