Part 4—Requirements relating to policies and procedures

19 Providers must implement policies and procedures

A participating telecommunications provider must implement policies and procedures to achieve compliance with this industry standard.

20 Providers must implement complaint handling policies and procedures

A participating telecommunications provider must implement policies and procedures to deal with, record and resolve complaints from entities relating to the provider’s compliance with this industry standard. Note: For example, the types of complaints might include a complaint by an entity that a sender identification has not been registered in the Register as it requested or a complaint by an entity that a participating telecommunications provider did not provide information about registration of a sender identification as required by section 9.