General Consumer Code of Practice for the Communications and ...

General Consumer Code October 20033. Special needs3.1 Service Providers are encouraged to make adequate provisions toensure that, where necessary, people with physical disabilities are ableto access their complaint handling process, such as:i. providing an enquiry line, including direct access via a local callor toll free number,ii.ensuring that Customers can be easily represented by theirauthorised representative in order to make a complaint,providing a means of authorisation can be easily establishedand verified.3.2 In cases where Customers specifically request assistance in lodgingcomplaints, Service Providers are encouraged to provide whateverassistance is reasonable. There may be a number of reasons for therequest, e.g. language problems or physical disability.4. Responsiveness4.1 Non-written complaints will be taken as acknowledged at the time thecomplaint was made.4.2 Written complaints must be acknowledged within three (3) workingdays of receipt of the complaint. A Service Provider can elect to dothis either verbally or in writing, unless the complainant specifies it tobe verbal or written.4.3 Wherever possible, Customers must be advised when they make acomplaint, or within seven (7) working days, of receipt of the complaintof the complexity of the investigation and a timeframe for the possiblefinal determination of the complaint. In the event that the complaint is afrivolous or vexatious one, the Customer shall be informed accordinglywithin seven (7) working days of receipt of the complaint and ifdissatisfied the Customer shall have the further recourse specified inparagraph 6.1 below.4.4 The timeframe for resolution of the complaint should in 90% of thecomplaints resolved within a timeframe not exceeding 15 businessdays and in 95% of the complaints resolved within a timeframe notexceeding 30 business days from the time of submission of all relevant34