Resolution of Small Business Disputes Options Paper - PDF

As you are aware, the TIO is the external disputes resolution EDR scheme for the telecommunications industry. We receive and investigate complaints from small business and residential consumers about their landline, mobile and internet services. These complaints relate to the billing, supply, connection or transfer of these services.

We recognise the need for small businesses to have access to a range of dispute resolution mechanisms to successfully resolve their business-to-business disputes.

The Options Paper outlines several possible options that may address this need. In our submission to the Options Paper, we have focused on the impact the proposed options could have on small businesses in respect of their ability to handle disputes quickly and effectively.

We include in this submission: We trust that the information in this submission will be of assistance to the Minister for Small Business and the Department of Innovation, Industry, Science and Research. Yours sincerely Simon Cohen Ombudsman 2. National Information and Referral Service 9 Option Two: National Dispute Resolution Service 9 Option Three: National Small Business Tribunal 10 Option Four: Small Business Advocate 10 Page i.

We aim to resolve these complaints quickly in a fair, independent and informal way, having regard not only to the law and to good industry practice, but also to what is fair and reasonable in all the circumstances. Before the TIO becomes involved in a complaint, the service provider is given an opportunity to resolve the complaint with its customer. We are independent of telecommunications companies, consumer groups and government. For most complaints we receive, we establish the issues in dispute and the resolution sought, and then refer the consumer or small business to a designated point of contact at the relevant telephone or internet service provider.

The provider is given a final opportunity to resolve the matter directly with the consumer, without the TIO s direct involvement. Where the consumer and service provider do not reach an agreement at this early stage, the TIO becomes more directly involved by seeking to conciliate an agreed resolution between the parties. Complaints that cannot be resolved by conciliation are escalated for formal investigation by the TIO.

We record complaints according to service types internet, mobile, landline and mobile premium services MPSand by the types of issues that these complaints present. Every complaint involves at least one issue. Some complaints can involve multiple issues for example, a complaint about a delay in rectifying a faulty landline service may also involve a claim that the consumer s complaint about this fault was not acknowledged or escalated a complaint handling issue.

Further information about the TIO is available at Page 1. We recognise the need for small businesses to have access to a range of dispute resolution mechanisms, including external dispute resolution EDR schemes such as the TIO, in order to successfully resolve their business-to-business disputes. In considering the proposed options, the TIO has concentrated on the impacts those options could have on small businesses in respect of their ability to handle disputes quickly and effectively.

We set out in this submission: TIO Jurisdiction Jurisdiction of the TIO in relation to small businesses The jurisdiction of the TIO is set out in the TIO Constitution available at We receive and handle complaints from small business and residential consumers of telecommunications services. The TIO s jurisdiction extends to complaints about the supply and connection of standard telephone services, mobile services and internet services, the billing of these services and the repair of faulty services.

We also handle complaints specifically from small businesses about point of sale advice concerning the bundling of telecommunications services with equipment that may be on finance leases.

Small business consumers, like residential consumers, are less likely to have the resources necessary to pursue a grievance through the formal legal system and therefore require access to the TIO in its role as an independent, free EDR scheme. As well as being typically better resourced, medium and large businesses may seek resolutions that are beyond the scope of the TIO s determinative powers.

For these reasons, the TIO does not handle complaints made by large or medium size businesses about their telecommunications services. TIO s definition of small business The TIO has developed guidelines to help us decide whether a business is a small business. We take into consideration various factors including the following: Complaints to the TIO New complaints from small business consumers When a consumer residential or small business contacts the TIO about an expression of grievance or dissatisfaction about a matter within the TIO s jurisdiction that the service provider has had an opportunity to consider, we record this as a new complaint.

Consumers who contact us generally have their complaint referred to a designated complaint handling point at the service provider. The service provider has 10 business days to contact the consumer and resolve the complaint. Where the complaint raises issues that require an urgent response, shorter timeframes apply.

Alternatively, the TIO can decide to deal with the matter directly rather than refer the complaint to the service provider.

Where, after referral, a consumer comes back to the TIO with their complaint unresolved, we aim to conciliate an agreed resolution between the two parties. The number of small business new complaints recorded and handled by the TIO has increased over each of the last four years.

Graph 1 shows the comparison between total new complaints and small business new complaints recorded by the TIO over the past four years. Small business new complaints service types Graph 2 shows total new complaints and small business new complaints by service type.

This trend is connected with recent network problems experienced by one of the largest mobile carriers in Australia. Our data indicates that this issue has impacted small businesses as well as non-small business consumers.

Issues raised in small business new complaints The TIO categorises the individual issues that are presented by each new complaint. Over this period, issues about faults and contracts were proportionally more common in small business new complaints. Awareness of Small Business Consumers about the TIO The TIO works to improve the awareness of, and accessibility to, the TIO Scheme. We undertake a number of activities each year to help raise awareness among specific communities.

These include targeting consumers residential and small businesses in rural and regional areas, indigenous communities, culturally and linguistically diverse communities, consumers with disabilities, young consumers and the elderly.

The Ipsos Dispute Resolution in Victoria: These results are similar to findings in Small Business SurveyIpsos Australia Pty Ltd,Page 6. Matters outside the TIO s Jurisdiction Each year, we receive a number of contacts from businesses that are considered to be outside the scope of the TIO s jurisdiction because: In these instances, we refer the business to a more appropriate body for example, the Australian Competition and Consumer Commission or a small claims tribunal or suggest that the business seeks independent legal advice.

Common small business contacts outside the scope of the TIO s jurisdiction include: While the TIO is able to deal with some equipment related complaints where, for example, they are bundled with a telecommunications servicewe cannot deal with complaints where the equipment is not part of a bundled contract or the issue related to equipment defined as customer premises equipment for example, a PABX system the issue involved a service provider s commercial decision that is outside of the scope of the TIO scheme for example, setting of tariffs the issue was not a carriage service issue for example, it related to domain names or website hosting.

Graph 4 shows the number of contacts received over the past four years from businesses that were either not considered as small or were about an issue outside the scope of the TIO scheme.

Each proposed option appears intended to complement and integrate with existing dispute resolution processes, something that is supported by the TIO.

We also support an approach that promotes information provision, informal resolution and ease of use. National Information and Referral Service We note that the proposal in option one indicates that the information and referral service would provide small businesses with a range of information about how to avoid disputes, how to manage disputes, how alternative dispute resolution can help and what their rights and responsibilities may be.

The proposed option also is intended to put any Australian small business in contact with the relevant existing dispute resolution service quickly. The information and referral service proposed in the Options Paper if widely publicised to small businesses could help quickly direct small businesses to the most appropriate body that can assist in resolving their disputes. This option would contribute to increased awareness of dispute resolution services including the TIO on the part of small businesses.

Such a referral service could also reduce the amount of time taken by small businesses in finding the most appropriate avenue for dispute resolution. We believe that this option has a very real potential to improve outcomes for small businesses that may be unaware of the existence and purpose of organisations such as the TIO. We further note that an expert national information and referral service may reduce the number of businesses contacting the TIO where it is not appropriate.

If the service has good knowledge of our jurisdiction and matters we can deal with, only those businesses we can assist will be referred to the TIO. National Dispute Resolution Service We understand that, in part, the proposal in option two would include the national information and referral service Option Oneand also include a resolution service where no other service is available.

We reiterate our comments above in relation to the information and referral aspects of the proposal in option two. We agree with the proposal that the national dispute resolution service should not generally deal with matters where other, specialist dispute resolution services such as the TIO already can deal with the dispute.

If option two is intended to provide a national dispute resolution service, we suggest that the mechanisms used by this service to resolve disputes should not be limited to mediation only and that other appropriate dispute resolution processes including conciliation should be included Page 9.

In this respect, we suggest that the national dispute resolution service employs a flexible range of dispute resolution methods, including mediation, conciliation and other methods, so that the most appropriate method can be used to resolve particular disputes.

We further note that if this service imposes costs on small businesses, this may limit its accessibility. This is a matter that should be closely considered if option two is selected. National Small Business Tribunal If the proposed option three is to be further explored, we support a number of the matters already raised in the discussion in the Options Paper. We support an approach to the proposed National Small Business Tribunal that does not attempt to duplicate existing services, as this may be inefficient and a waste of resources, and may result in confusion or indirectly lead to forum shopping.

It may also result in objections raised by the other party about the appropriateness of the forum that is selected by the small business to resolve the dispute and this may unduly delay the effective resolution of the dispute. We suggest that if option three is selected, the proposed National Small Business Tribunal should employ a flexible range of dispute resolution methods, including mediation, conciliation and other methods, so that the most appropriate method can be used to resolve particular disputes prior to decision making.

This is a matter that should be closely considered if option three is selected. The information in the Options Paper does not clearly identify any strong basis to indicate that this option would deliver significant benefits to small businesses.

Further information and analysis may be required if this option is to be considered further.

Vincents Chartered Accountants Resolving Commercial Disputes Webinar August 2015

Small Business Advocate We note that option four considers the establishment of a Small Business Advocate who would act as an independent voice for small businesses and report directly to the Minister for Small Business. We also note, and agree with, the term Ombudsman not having been used to describe the functions to be undertaken by the proposed Small Business Advocate. As outlined by the Australian and New Zealand Ombudsman Association ANZOA in its Policy Statement 4, there are a number of essential criteria that must be met before the term Ombudsman can be used, including the independence of the Ombudsman from the disputing parties or government, and not acting or being perceived to act as an advocate for either party.

In this regard, the phrase Small Business Advocate 4 Australian and New Zealand Ombudsman Association ANZOAPolicy Statement, 18 Mayat Page The education and support services that the proposed Small Business Advocate would provide to small businesses is similarly to options one and two likely to see an increase in awareness and uptake of the available dispute resolution services, including the TIO.

In addition to this, the extent to which the proposed Small Business Advocate educates small businesses about how to avoid and handle conflict would see some disputes be resolved between parties prior to EDR involvement. As such, this proposed option may over time reduce escalation of disputes as businesses become more skilled in handling and resolving issues before they become disputes.

The proposed option four envisages that the Small Business Advocate would have the power to research difficult areas of small business activity this is an important function that has benefits for small business consumers because new, emerging issues over different industry sectors can be identified and addressed. It could provide an opportunity for the Small Business Advocate to work collaboratively with how to get more dosh coins on binweevils stakeholders including dispute resolution services to identify relevant systemic issues that may involve more than one industry.

In this way, small businesses could benefit from the identification and improvement of cross-industry issues that may otherwise go undetected.

The Small Business and. Telecommunications Industry Ombudsman Submission on the Australian Consumer Law draft Regulations Telecommunications Industry Ombudsman Contents About the TIO 1 The Australian Consumer Law draft Regulations. Forex board supplier singapore period of Registration on the Do Not Call Register Thank you for providing.

Telstra Wholesale Complaint Management Policy Telstra Wholesale has a formal complaint management process in place to ensure that Telstra Wholesale customers complaints are dealt with expeditiously and. Telecommunications Industry Ombudsman Submission on the Structure of Australia s Telephone Numbering Plan Contents About the TIO 1 TIO Approach to the Consultation Paper 2 Complaints to the TIO 3 Jurisdiction. Chapter 2 Key issues and committee view 2. Energy and Water Ombudsman Amendment Bill Explanatory Notes Short title The short title of the Bill is the Energy and Water Ombudsman Amendment Bill Policy objectives and the reasons for them.

Customer Enquiry, Complaint and Dispute Resolution Process Contents 1 Introduction Community Telco Australia Pty Ltd PO Box Management stock option plan adalah VIC Telephone Facsimile email address: Staying Connected Hardship policy and program details 1.

Overview Staying Connected is AGL s national hardship program. Launched in earlythe program was developed in consultation with AGL s Customer. All Policy Reference ref DPG Version: Submission by the Australian Newsagents Federation ANF Resolution of Become commodity stock broker Business Disputes Options Paper May 30 th of June ANF Stock broker in spanish on Resolution of Small Business Disputes Options.

Submission to the Department of Broadband, Communications and the Digital Economy Telecommunication Industry Ombudsman Scheme Discussion Paper 31 March Introduction ASTRA welcomes the opportunity. Ombudsman Services free day trading simulators online to the TSI consultation Consumer Code Approval scheme Response of the Ombudsman Service Ltd Ombudsman Services to the TSI consultation: Consumer Code Approval Scheme 1 Summary.

Health Care Insurance Ltd Complaints Handling Policy Apple stock option backdating scandal The purpose of this document is to outline the procedure that Health Care Insurance Ltd HCI will adopt in the process of resolving complaints.

Submission by AFA Pty Ltd on the development of new Terms of Reference for the Financial Ombudsman Service Preamble AFA Pty Ltd does not operate as an insurer in its own right, but offers its products. Community Law help guide Need legal help? Where to start I think I may have a legal problem Remember, you may have to try a few different services before you find the optimal currency for binary options one Start here If you have.

Expansion of Energy and Water Ombudsman Queensland access arrangements Consultation Regulatory Impact Statement Contents Executive summary 3 Issues statement 8 Earn a lot of money gta online objectives 11 Options and alternatives.

Home Building Protection Review Consultation Responses November Contents 1 Introduction 1 2 Response overview 2 3 The insurance model forex trading plr ebook First resort model 4 Mandatory last resort fidelity fund 4 Voluntary.

Customer Responsiveness Strategy Dated 23 June Telstra Corporation Limited ABN 33 Telstra Disclaimer This Customer Responsiveness Strategy is being published in furtherance of Telstra. Access to justice where. Client Complaints Management Policy Summary Purpose The purpose of this Policy is to: Provide an avenue nonqualified stock option agreement sample client communication and feedback; Recognise, stockshifters selftrade and protect the client s rights, including.

Private Health Insurance Consultations Dear Private Health. Complaint management policy About this policy This policy sets out our approach to managing complaints about our services, decisions, actions and officers.

APHA Response to the Draft Report Sept The Competition Policy Review - Australian Private Hospitals Association ABN 82 Executive Summary The Australian Private Hospitals Association. What is the purpose of this what are causes of the stock market crash The purpose of this paper is to encourage discussion and feedback from people who access, or work in, Western Australia s mental health sector.

The paper proposes a draft. Australia s regulator for broadcasting, the internet, radiocommunications and telecommunications www.

Alternatives to Conflict What are the alternatives? Is there a need for cultural change in the workplace? Up to date Our aim is to improve organisations and working. Priority Home Loans was established in binary options transaction insurance Bryan and Lorraine Coleman.

Priority Home Loans has helped many people into new and established homes over that time. Our aim is to provide you with a professional. Who needs to prepare a heritage strategy? When does a heritage strategy have to be prepared? Customer Feedback Management Policy Version 2. Bigger Picture Telstra Sustainability Reporting Series Customer experience PUTTING OUR CUSTOMERS AT THE CENTRE CONTENTS Highlights 03 Context 04 Customer service 05 Customer advocacy 05 Managing bill.

This guide sets out key uncovered option trading not allowed scottrade for state sector agencies about developing and operating an effective complaints process. It also provides information about the Ombudsman s role, as an independent.

Victorian Training Guarantee Contract Compliance Complaints Management Guide Published by the Department of Education and Early Childhood Development Melbourne March State of Victoria Department.

Privacy Policy Statement Our Commitment While information is the foundation for providing you with superior service, protecting the how to short sell a stock on schwab of your personal information is of the highest importance to.

Dispute Resolution in Victoria: Small Business Survey Prepared for Department of Justice By Ipsos Australia Pty Ltd Dispute Resolution in Victoria: Small Business Survey Prepared for: Code Objectives Cheat stock market game to navigate the Code How up to date. Complaint Management and Dispute Resolution Policy- Red Energy 1. Overview Red Energy is committed to providing a clear, effective and open Complaint Management Process for its customers and staff.

Building Code Supporting Guidelines for Commonwealth Funding Entities 1 February Supporting Guidelines for Commonwealth Funding Entities, issued 1 February With the exception of the Commonwealth. Submission Personally Controlled Electronic Health Record System: Legislation Issues Paper August beyondblue: Customer enquiry, complaint and dispute resolution process Written by: Mike Sollitto and Shannon Minagall SA Water Corporation.

Contents 1 Definitions and Acronyms Financial Services Guide Complaints Management Policy Effective date This policy will take effect from 15 March This document has an information security classification of PUBLIC.

The State of Queensland Department of Transport. Customer Enquiry, Complaint and The 10 essentials of forex trading amazon Resolution Policy Definitions and Acronyms 1 Introduction 2 Purpose 2 Customer enquiry process 2 Complaints and dispute resolution procedure 3 Privacy Principles.

Approved Dispute Resolution Schemes: Minimum Compensation Cap for Insurance Disputes Submission by: Insurance Brokers Association of New Zealand Inc. Do you agree with this.

National Broadband Network Companies and Access Arrangements Bills Submission by the Australian Communications Consumer Action Network to the Department for Broadband, Communications and the Digital Economy. Consumer Action Law Centre Policy and Campaigns Plan Consumer Action Law Centre is an independent, not-for profit consumer organisation based in Melbourne. We work to advance fairness in consumer. Financial Services Guide FSG 01 Sept ACN 1 P age 1 is an Australia registered company.

The trading name is ACY FX.

Our details are set out below. We, us, our or ACY in this Financial. EOQ UPDATE ISSUE No. We closed over 13, cases last year, nearly. Guidance Note GGN This Guidance Note provides further detail on the requirements for managing material outsourcing arrangements refer Prudential Standard GPS. Fact Sheet 3 November The Australian community has the spy stock after hours to expect a high standard of administration by Australian Government agencies.

People expect agencies to act legally, google adsense money makers, in a timely. Its parent company is Atrium Homes, a not for profit company.

Insurance Broking Terms of Reference Effective 1 January These terms of reference apply to those members of the Financial Ombudsman Service Limited who have been designated as having the Insurance. Currently accident compensation appeals before the District Court have an average age of days.

This is far too long for people waiting for their accident compensation claim to be resolved. A glossary for injured workers Who s who in the July Who s who in the A glossary for injured workers About us 1 Talking your good dividend stocks 2016 singapore service 2 Key contacts during the 3 About the roles in the 4 Allied. This Credit Guide provides you with the key information that you need to know to make an informed and confident choice when engaging our products and services.

This Credit Guide summarises our goals and.

contract dispute between businesses_pdf

The Treasury Langton Crescent PARKES ACT Email: Christian Mikula 7 May Dear Mr Mikula, Thank you for the opportunity to provide comments on Forex hedging profit s April. Office of the Small Business Commissioner 2 Office of the Small Business Commissioner Overview NSW has a relative advantage as the most populous Australian state and home to the largest concentration of.

Independent Pricing and Regulatory Tribunal Distribution businesses performance against customer service indicators For the period 1 July to 30 June Electricity Information Paper March Distribution.

CUSTOMER CHARTER R ETA I L Version 6 Introducing Tas Gas Retail Inside the Charter Welcome to Tas Gas Retail 2 About Tas Gas Retail 3 Account Information 4 Sample Account 7 Service Charges 8 Disconnection. Commonwealth of Australia This work is copyright. In addition to any use permitted under the Copyright Actall material contained trade show tracking spreadsheet this work is provided under a Creative Commons Attribution.

Grievance Redressal Policy IRDA Regulations for Protection of Policyholders interests provides for insurers to have in place speedy and effective grievance redressal system. Further make money placing ads on craigslist IRDA has also issued. Terms and conditions of the ACT Bundle Offer - discontinued Effective 2 March this offer is no longer available Your agreement dictionary 1.

Customer Complaint Handling and Dispute Resolution Policy For Customers April 1. Purpose of the Complaint Handling and Dispute Resolution Policy The purpose of the Customer Complaint Handling and. Private Health Insurance Ombudsman Health is the stock market open today columbus day Ageing Portfolio Agency Section 1: Appropriations and Other Resources ICICI Prudential Life Insurance Co Ltd Policyholders' Grievance Redressal Mechanism 1.

The objective of the policy is to ensure that: All policyholders are treated fairly at all times. Review of Alternative Dispute Resolution Schemes Call for Inputs Call for Inputs Publication date: Ms Shakira Resolution of small business disputes options paper Consumer Policy Framework Unit Small Business Competition and Consumer Policy Division The Treasury Langton Crescent PARKES ACT Email: Start display at page:. Download "Resolution of Small Business Disputes Options Paper".

Erik Morrison 1 years ago Views: The Small Business and Family Enterprise Ombudsman 23 Ms Julia Freeman Manager, Small Business Ombudsman and Procurement Unit Small Business, Competition and Consumer Policy Division The Treasury Dear Ms Freeman Discussion Paper: The Small Business and More information.

Australian Small Business and Family Enterprise Ombudsman Bill 7 April Ms Julia Freeman Manager, Small Business Ombudsman and Programmes Unit Small Business, Competition and Consumer Policy Division The Treasury Langton Crescent PARKES ACT email: Telecommunications Industry Ombudsman Submission on the Australian Consumer Law draft Regulations.

October Telecommunications Industry Ombudsman Submission on the Australian Consumer Law draft Regulations Telecommunications Industry Ombudsman Contents About the TIO 1 The Australian Consumer Law draft Regulations More information. Mr John Stanton Chief Executive Officer Communications Alliance Limited PO Box MILSONS POINT NSW Optimal period of Registration on the Do Not Call Register 6 Mr Tristan Kathage Director Cloud Computing and Privacy Department of Communications Dear Mr Kathage Discussion paper: Optimal period of Registration on the Do Not Call Register Thank you for providing More information.

Broadband performance monitoring and reporting in the Australian Context 30 Mr Rod Sims Chairman Australian Competition and Consumer Commission Level 35, The Tower Elizabeth Street Melbourne Central Melbourne Vic Dear Mr Sims Consultation paper: Broadband performance More information.

Extending Unfair Contract More information. Telstra Wholesale Complaint Management Policy Telstra Wholesale Complaint Management Policy Telstra Wholesale has a formal complaint management process in place to ensure that Telstra Wholesale customers complaints are dealt with expeditiously and More information. Telecommunications Industry Ombudsman Submission on the Structure of Australia s Telephone Numbering Plan December Telecommunications Industry Ombudsman Submission on the Structure of Australia s Telephone Numbering Plan Contents About the TIO 1 TIO Approach to the Consultation Paper 2 Complaints to the TIO 3 Jurisdiction More information.

Key issues and committee view Chapter 2 Key issues and committee view 2. Energy and Water Ombudsman Amendment Bill Energy and Water Ombudsman Amendment Bill Explanatory Notes Short title The short title of the Bill is the Energy and Water Ombudsman Amendment Bill Policy objectives and the reasons for them More information.

Customer Enquiry, Complaint and Dispute Resolution Process Customer Enquiry, Complaint and Dispute Resolution Process Contents 1 Introduction Community Telco Credit Management Policy Community Telco Australia Pty Ltd PO Box Bendigo VIC Telephone Facsimile email address: Hardship policy and program details.

Overview Staying Connected Hardship policy and program details 1. Launched in earlythe program was developed in consultation with AGL s Customer More information. Submission by the Australian Newsagents Federation ANF Submission by the Australian Newsagents Federation ANF Resolution of Small Business Disputes Options Paper May 30 th of June ANF Submission on Resolution of Small Business Disputes Options More information.

Submission to the Department of Broadband, Communications and the Digital Economy Telecommunication Industry Ombudsman Scheme Discussion Paper Submission to the Department of Broadband, Communications and the Digital Economy Telecommunication Industry Ombudsman Scheme Discussion Paper 31 March Introduction ASTRA welcomes the opportunity More information. Ombudsman Services response to the TSI consultation. Consumer Code Approval scheme Ombudsman Services response to the TSI consultation Consumer Code Approval scheme Response of the Ombudsman Service Ltd Ombudsman Services to the TSI consultation: Consumer Code Approval Scheme 1 Summary More information.

Health Care Insurance Ltd Complaints Handling Policy Health Care Insurance Ltd Complaints Handling Policy Purpose The purpose of this document is to outline the procedure that Health Care Insurance Ltd HCI will adopt in the process of resolving complaints More information.

Submission by AFA Pty Ltd on the development of new Terms of Reference for the Financial Ombudsman Service Submission by AFA Pty Ltd on the development of new Terms of Reference for the Financial Ombudsman Service Preamble AFA Pty Ltd does not operate as an insurer in its own right, but offers its products More information. Where to start Community Law help guide Need legal help? Where to start I think I may have a legal problem Remember, you may have to try a few different services before you find the right one Start here If you have More information.

Expansion of Energy and Water Ombudsman Queensland access arrangements. Consultation Regulatory Impact Statement Expansion of Energy and Water Ombudsman Queensland access arrangements Consultation Regulatory Impact Statement Contents Executive summary 3 Issues statement 8 Policy objectives 11 Options and alternatives More information. Home Building Protection Review Consultation Responses Home Building Protection Review Consultation Responses November Contents 1 Introduction 1 2 Response overview 2 3 The insurance model 3 First resort model 4 Mandatory last resort fidelity fund 4 Voluntary More information.

The Legal Aid Commission of NSW appreciates the opportunity to make submissions to the Task Force on Industry Self- Regulation. Customer Responsiveness Strategy Customer Responsiveness Strategy Dated 23 June Telstra Corporation Limited ABN 33 Telstra Disclaimer This Customer Responsiveness Strategy is being published in furtherance of Telstra More information.

Access to justice where More information. Client Complaints Management Policy Summary Client Complaints Management Policy Summary Purpose The purpose of this Policy is to: Provide an avenue for client communication and feedback; Recognise, promote and protect the client s rights, including More information.

Private Health Insurance Consultations Department of Health. Private Health Insurance Consultations Dear Private Health More information. Complaint management policy About this policy Complaint management policy About this policy This policy sets out our approach to managing complaints about our services, decisions, actions and officers.

APHA Response to the Draft Report Sept The Competition Policy Review - Australian Private Hospitals Association ABN 82 APHA Response to the Draft Report Sept The Competition Policy Review - Australian Private Hospitals Association ABN 82 Executive Summary The Australian Private Hospitals Association More information.

Standards for Effectively Managing Mental Health Complaints What is the purpose of this paper? The paper proposes a draft More information. Accessing Buildings to Install Telecommunications Facilities Australia s regulator for broadcasting, the internet, radiocommunications and telecommunications www.

Alternatives to Conflict Alternatives to Conflict What are the alternatives? Up to date Our aim is to improve organisations and working More information. The business now helps customers Australia wide. We assist customers with Residential, Business, Commercial and Chattel Mortgages, and also Leasing. Our aim is to provide you with a professional More information. Commonwealth Heritage au s t r a l i a s Commonwealth Heritage MAKING A HERITAGE STR ATEGY What is a heritage strategy?

When should More information. Customer Feedback Management Policy Customer Feedback Management Policy Version 2. Bigger Picture Telstra Sustainability Reporting Series. Customer experience Bigger Picture Telstra Sustainability Reporting Series Customer experience PUTTING OUR CUSTOMERS AT THE CENTRE CONTENTS Highlights 03 Context 04 Customer service 05 Customer advocacy 05 Managing bill More information. Effective complaint handling This guide sets out key information for state sector agencies about developing and operating an effective complaints process.

It also provides information about the Ombudsman s role, as an independent, More information. Victorian Training Guarantee Contract Compliance Complaints Management Guide Victorian Training Guarantee Contract Compliance Complaints Management Guide Published by the Department of Education and Early Childhood Development Melbourne March State of Victoria Department More information.

Privacy Policy Statement Privacy Policy Statement Our Commitment While information is the foundation for providing you with superior service, protecting the privacy of your personal information is of the highest importance to More information. Small Business Survey Prepared for Department of Justice By Ipsos Australia Pty Ltd Dispute Resolution in Victoria: Code Objectives How to navigate the Code How up to date More information.

Complaint Management and Dispute Resolution Policy- Red Energy Complaint Management and Dispute Resolution Policy- Red Energy 1. Building Code Supporting Guidelines for Commonwealth Funding Entities Building Code Supporting Guidelines for Commonwealth Funding Entities 1 February Supporting Guidelines for Commonwealth Funding Entities, issued 1 February With the exception of the Commonwealth More information.

Personally Controlled Electronic Health Record System: Legislation Issues Paper Submission Personally Controlled Electronic Health Record System: Customer enquiry, complaint and dispute resolution process Customer enquiry, complaint and dispute resolution process Written by: Complaints Management Policy Complaints Management Policy Effective date This policy will take effect from 15 March The State of Queensland Department of Transport More information.

Customer Enquiry, Complaint and Dispute Resolution Policy Customer Enquiry, Complaint and Dispute Resolution Policy Definitions and Acronyms 1 Introduction 2 Purpose 2 Customer enquiry process 2 Complaints and dispute resolution procedure 3 Privacy Principles More information. Minimum Compensation Cap for Insurance Disputes Approved Dispute Resolution Schemes: Do you agree with this More information. National Broadband Network Companies and Access Arrangements Bills National Broadband Network Companies and Access Arrangements Bills Submission by the Australian Communications Consumer Action Network to the Department for Broadband, Communications and the Digital Economy More information.

General Manager Small Business and Deregulation Branch Department of Innovation, Industry, Science and Research GPO Box Canberra ACT 30 June General Manager Small Business and Deregulation Branch Department of Innovation, Industry, Science and Research GPO Box Canberra ACT Thank you for the opportunity to comment on the More information. Consumer Action Law Centre Policy and Campaigns Plan Consumer Action Law Centre Policy and Campaigns Plan Consumer Action Law Centre is an independent, not-for profit consumer organisation based in Melbourne.

We work to advance fairness in consumer More information. ACY Capital Pty Ltd Financial Services Guide FSG Financial Services Guide FSG 01 Sept ACN 1 P age 1 is an Australia registered company. We, us, our or ACY in this Financial More information.

Review of the More information. Energy Ombudsman s message. Barry Adams Energy Ombudsman Queensland Complaints snapshot 2 EOQ UPDATE ISSUE No. We closed over 13, cases last year, nearly More information.

Managing Outsourcing Arrangements Guidance Note GGN This Guidance Note provides further detail on the requirements for managing material outsourcing arrangements refer Prudential Standard GPS More information. Remedies for the individual. Individual issues and systemic problems Fact Sheet 3 November The Australian community has the right to expect a high standard of administration by Australian Government agencies.

People expect agencies to act legally, fairly, in a timely More information. Atrium Initiatives More information. Insurance Broking Terms of Reference Insurance Broking Terms of Reference Effective 1 January These terms of reference apply to those members of the Financial Ombudsman Service Limited who have been designated as having the Insurance More information.

Proposals to streamline IP processes and support small business. Hon Nikki Kaye Minister for ACC December Currently accident compensation appeals before the District Court have an average age of days. As part More information.

A glossary for injured workers Who s who in the claims process A glossary for injured workers Who s who in the July Who s who in the A glossary for injured workers About us 1 Talking your language service 2 Key contacts during the 3 About the roles in the 4 Allied More information.

This Credit Guide summarises our goals and More information. Redfern Legal Centre provides its comments on the topics for discussion in the attached submission. Christian Mikula 7 May Dear Mr Mikula, Thank you for the opportunity to provide comments on Treasury s April More information.

Office of the Small Business Commissioner Office of the Small Business Commissioner 2 Office of the Small Business Commissioner Overview NSW has a relative advantage as the most populous Australian state and home to the largest concentration of More information.

Distribution businesses performance against customer service indicators Independent Pricing and Regulatory Tribunal Distribution businesses performance against customer service indicators For the period 1 July to 30 June Electricity Information Paper March Distribution More information. Version 6 CUSTOMER CHARTER R ETA I L Version 6 Introducing Tas Gas Retail Inside the Charter Welcome to Tas Gas Retail 2 About Tas Gas Retail 3 Account Information 4 Sample Account 7 Service Charges 8 Disconnection More information.

Submission to the Retail Competition Review Approach Paper RPR 16 February Australian Energy Market Commission PO Box A Sydney South NSW Submission to the Retail Competition Review Approach Paper RPR Consumer Action Law Centre Consumer Action More information.

In addition to any use permitted under the Copyright Actall material contained within this work is provided under a Creative Commons Attribution More information. Grievance Redressal Policy Grievance Redressal Policy IRDA Regulations for Protection of Policyholders interests provides for insurers to have in place speedy and effective grievance redressal system. Further the IRDA has also issued More information. Terms and conditions of the ACT Bundle Offer - discontinued Terms and conditions of the ACT Bundle Offer - discontinued Effective 2 March this offer is no longer available Your agreement dictionary 1.

Account Holder means More information. Customer Complaint Handling and Dispute Resolution Policy For Customers April Customer Complaint Handling and Dispute Resolution Policy For Customers April 1. Purpose of the Complaint Handling and Dispute Resolution Policy The purpose of the Customer Complaint Handling and More information. Private Health Insurance Ombudsman Private Health Insurance Ombudsman Health and Ageing Portfolio Agency Section 1: ICICI Prudential Life Insurance Co Ltd ICICI Prudential Life Insurance Co Ltd Policyholders' Grievance Redressal Mechanism 1.

All queries, More information. Review of Alternative Dispute Resolution Schemes Call for Inputs Review of Alternative Dispute Resolution Schemes Call for Inputs Call for Inputs Publication date: Professor Barbara McDonald Commissioner Australian Law Reform Commission GPO Box Sydney NSW