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Complaints Handling Policy

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) was 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.
 

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

How does it work?

Using our powerful document generation engine, Contract Instructor generates and customises legal documents using the responses that clients provide in completing our online wizard.

What you get

A report with the client's responses to the questionnaire together with the document that has been generated using your client's responses to the wizard. The document will be provided in Microsoft Word format for you to review and edit, as you consider necessary.

How much does it cost?

You charge your client whatever you consider appropriate for the legal document but pay us only $29.95 plus GST per document for using our wizard. The time you save using our wizard will makes drafting legal documents using Contract Instructor a complete game changer for your legal practice.

Payment only upon wizard completion

If the wizard is not completed, you don't pay anything. Once you or your client completes the wizard, you will be notified by email and sent a request to pay our fee of $29.95 plus GST. Upon payment you will receive a report with the client's responses to the questionnaire together with the document that has been generated using your client's responses to the wizard.

Frequently asked questions
When you generate the wizard, sample text will be created for you to copy and paste into an email to your client, which includes a link to the wizard. If you would like to complete the wizard yourself instead of sending it to your client, you can certainly do so. You can access the wizard by clicking on the link.
Yes, you will be provided with the generated document in Microsoft Word format

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