27Customer service plan to specify matters relating to disputed accounts

27 Customer service plan to specify matters relating to disputed accounts

(1)  A customer service code must specify that, if a regulated entity and a customer –

(a) dispute the amount of money that the customer is required, by an account issued to the customer, to pay to the regulated entity; and

(b) agree to resolve the dispute by arbitration, mediation or negotiation –

the customer is not liable to pay, during the period before the arbitration, mediation or negotiation is concluded, the amount of money that the customer disputes is payable.

(2)  A customer service code must specify that if –

(a) a customer makes a complaint to the Ombudsman in respect of an amount of money that the customer is required, by an account issued to the customer, to pay to a regulated entity; and

(b) the amount of money is not due and payable on the day on which the complaint is made –

the customer is not liable to pay to the regulated entity the amount of money that the customer disputes is payable, until –

(c) the complaint is dismissed by the Ombudsman; or

(d) the Ombudsman has completed the investigation of the complaint and has found the customer liable to pay all, or part, of that amount of money.