New Complaints Handling Standard for Carriers and Carriage Service Providers

By Alan Arnott, Technology Lawyers @ Arnotts Technology Lawyers

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 commenced 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.

The Standard was 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 may result in civil penalties.

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

Arnotts Technology Lawyers have developed a 5-page Complaints Handling Policy which complies with the Complaints Handling Standard.

This article is for general informational purposes only. It is not legal advice nor is it a substitute for legal advice. Readers should seek legal advice on their own particular circumstances.