Telecommunications (Consumer Complaints) Record-Keeping Rules 2018 (Cth)

Telecommunications (Consumer Complaints) Record-Keeping Rules 2018

The Australian Communications and Media Authority makes the following Rules under section 529 of the Telecommunications Act 1997.

Dated: 4 June 2018 Nerida O'Loughlin [signed] Member

James Cameron [signed] Member/General Manager

Australian Communications and Media Authority

Part 1—Preliminary

1 Name These Rules are the Telecommunications (Consumer Complaints) Record-Keeping Rules 2018.

2 Commencement These Rules commence on 1 July 2018.

Note: All legislative instruments are registered on the Federal Register of Legislation kept under the Legislation Act 2003, which may be accessed at www.legislation.gov.au.

3 Authority These Rules are made under section 529 of the Telecommunications Act 1997.

4 Application of Record-Keeping Rules These Rules apply to retail carriage service providers.

5 Definitions In these Rules: ACMA means the Australian Communications and Media Authority. Act means the Telecommunications Act 1997.

active service means a service in relation to which a retail carriage service provider has issued an invoice to, or received a payment from, a consumer for the provision of that service to the consumer during the relevant record-keeping period.

complaint means an expression of dissatisfaction made to a retail carriage service provider in relation to its telecommunications products or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected by the consumer. It does not include an initial call to request information or support or to report a fault or service difficulty unless a consumer advises that they want that call treated as a complaint, and does not include an issue that is the subject of legal action. complaints handling process means a consumer complaints handling process established by a carriage service provider pursuant to section 7 of the Telecommunications (Consumer Complaints Handling) Industry Standard 2018. complaints report means a report under section 11. complaint type means each category into which a retail carriage service provider classifies complaints under its complaints handling process. consumer means: