sec.118Customer complaints

### sec.118 Customer complaints This section applies if— a customer who does not have a service contract considers— there is a significant deficiency in the customer service standard; or the service provider has not complied with the standard; and the customer can not resolve the complaint through negotiation with the service provider. The customer may give the regulator notice of the complaint. If the customer gives the regulator a notice under subsection (2) , the regulator must— give the service provider a copy of the notice; and inquire into the matter. After inquiring into the matter, the regulator must give the service provider a notice— if the service provider has not complied with the service provider’s customer service standard—requiring the service provider to comply with the standard; or if the complaint highlights a deficiency in the standard—requiring the service provider to revise the standard; or if the regulator is satisfied no action is required in relation to the complaint—stating that the regulator will not take any further action. The notice is taken to be a compliance notice to which section 465 (4) does not apply. The regulator must give the customer an information notice about the action taken under subsection (4) . (sec.118-ssec.1) This section applies if— a customer who does not have a service contract considers— there is a significant deficiency in the customer service standard; or the service provider has not complied with the standard; and the customer can not resolve the complaint through negotiation with the service provider. (sec.118-ssec.2) The customer may give the regulator notice of the complaint. (sec.118-ssec.3) If the customer gives the regulator a notice under subsection (2) , the regulator must— give the service provider a copy of the notice; and inquire into the matter. (sec.118-ssec.4) After inquiring into the matter, the regulator must give the service provider a notice— if the service provider has not complied with the service provider’s customer service standard—requiring the service provider to comply with the standard; or if the complaint highlights a deficiency in the standard—requiring the service provider to revise the standard; or if the regulator is satisfied no action is required in relation to the complaint—stating that the regulator will not take any further action. (sec.118-ssec.5) The notice is taken to be a compliance notice to which section 465 (4) does not apply. (sec.118-ssec.6) The regulator must give the customer an information notice about the action taken under subsection (4) . - (a) a customer who does not have a service contract considers— (i) there is a significant deficiency in the customer service standard; or (ii) the service provider has not complied with the standard; and - (i) there is a significant deficiency in the customer service standard; or - (ii) the service provider has not complied with the standard; and - (b) the customer can not resolve the complaint through negotiation with the service provider. - (i) there is a significant deficiency in the customer service standard; or - (ii) the service provider has not complied with the standard; and - (a) give the service provider a copy of the notice; and - (b) inquire into the matter. - (a) if the service provider has not complied with the service provider’s customer service standard—requiring the service provider to comply with the standard; or - (b) if the complaint highlights a deficiency in the standard—requiring the service provider to revise the standard; or - (c) if the regulator is satisfied no action is required in relation to the complaint—stating that the regulator will not take any further action.