A Complaints Handling Policy for carriage service providers to implement pursuant to their obligations under the Telecommunications (Consumer Complaints Handling) Industry Standard 2018 (the Complaints Handling Standard)

How this document can help you

Although industry rules on complaints handling for carriers and carriage service providers (CSPs) have been in place for many years, gaps in such processes were identified and a new standard, known as the Telecommunications (Consumer Complaints Handling) Industry Standard (the Complaints Handling Standard) has been determined by the Australian Communications and Media Authority. The Complaints Handling Standard commences on 1 July 2018 and applies to (i) carriage service providers; and (ii) carriers responsible for network units that are used in the supply of services by carriage service providers.
 

What it includes

The Complaints Handling Standard requires carriage service providers and carriers to set out their complaints handling processes in writing, and make them available on their websites in a concise form that meets the minimum requirements for complaints handling referred to in the Complaints Handling Standard.

Our template is a 5-page Complaints Handling Policy with the following sections:

• An overview of the Complaints Handling Standard
• What Complaints are dealt with under the Complaints Handling Policy
• How to Make a Complaint
• Details of the CSP's Complaints Handling Representative and Complaints Form
• How the CSP Processes Complaints
• How the CSP Prioritises Complaints
• Escalation of Complaints
• Customer rights during Complaints
• Confidentiality of Complaints
• Complaint Outcomes
• Dissatisfied Complainants
• The CSP's Commitment to Efficient, Fair and Courteous Resolution of Complaints

Common questions

Is the Complaints Handling Standard legally binding? 

Yes, it is. The Standard is determined under subsection 125AA(1) of the Telecommunications Act 1997 and in accordance with sections 5 and 8 of the Telecommunications (NBN Consumer Experience Industry Standard) Direction 2017.  Industry Standards that are so determined must be complied with. Non-compliance carries with it civil penalties.