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

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General Consumer Code October 20032. Routine Verification of Code Compliance by Participants2.1 Where a Code stipulates the need for routine compliance verification,Service Providers will be required to meet the compliancerequirements stipulated in the Code. The Code may identify both theinformation required and the timing of routine compliance verificationreports. Such routine compliance reports must be provided to theForum. Where a verification report identifies non-compliance, advicewill be issued to the Service Providers identifying a timeframe forrectification in accordance with the Code. Where the rectificationtimeframe is not met, the Consumer Forum has the discretion toencourage compliance and provide assistance to the ServiceProviders on a confidential basis.3. Monitoring of Universal Code Issues and Breaches3.1 Regular meetings will be held between the Consumer Forum and theMCMC to ensure the Consumer Forum is aware of any emerging oruniversal issues with the Forum Codes, as highlighted by consumercomplaints.4. Code Review4.1 The Code and all sub-Codes will be reviewed at least every three (3)years or earlier as specified in the relevant Code. In addition, theConsumer Forum or Council may initiate a review of any Code as aresult of Code monitoring activities.4.2 In any Code review, the Code will be assessed against the followingKey Performance Indicators (KPIs) or any other additional KPIs asmay be specified from time to time by the Consumer Forum:KPI 1. Number of breaches of the CodeTarget 1.1Target 2.2Small number of Code breach as determined byConsumer/industry complaint handling schemeSmall number of Code breach as identified fromcompliance monitoringKPI 2. Number of complaints against participants in the Code43
General Consumer Code October 2003Target 2.1Small number of Consumer/industry CodecomplaintsKPI 3. Number of proposed amendments to the CodeTarget 3.1Small number of Code amendments proposedKPI 4. Level of awareness of the Code amongst industry, consumersand interested partiesTarget 4.1High level of awareness of the Code amongstindustry, consumers and interested partiesKPI 5 Level of complaints received by the MCMC and other relevantorganisationsTarget 5.1Low level of complaints received.KPI 6. Number and level of serious Code breachesTarget 6.1Target 6.2Small number of serious Code breaches.Reduced level of seriousness of Code breaches.KPI 7. Level of adherence to Code provisionsTarget 7.1High level of adherence to Code provisions5. Amendment/Replacement of a Code5.1 As a result of a Code review, the Consumer Forum may recommendthe amendment to a Code. The Consumer Forum will have theresponsibility for Code amendments as outlined in the ConsumerForum’s Operating Manual.5.2 Amendments will be made with adequate publicity of the amendmentsprior to publishing of the amended Code in final forming accordancewith Section 95 of the CMA 1998.44
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