Postal Services Act 2012 · Updated to 1 May 2020 · Part X · Consumer Protection
51. Complaints handling procedures
Feedback & supportThe complaints handling procedures shall be in the form of a published document and shall form part of a licensee’s general terms and conditions.
licensee
“licensee” means a company incorporated under the *Companies act 1965 that has been granted a licence under this Act to provide postal services;
The document specified in subsection (1) shall outline the procedures to be followed for consumers who have complaints against the licensee.
The complaint handling procedures shall be based on the following principles:
providing adequate resources with sufficient delegated authority to ensure complaints received are acted upon and concluded in a timely manner;
ensuring the complaint process is available and accessible by all;
treating complainants with courtesy and wherever possible resolve complaints at the first point of contact;
providing assistance for complainants in the formulation and lodgment of complaints;
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providing complaints handling process free of charge;
developing remedies that are fair and reasonable;
collecting and recording data on complaints lodged and outcomes to assist in identifying recurring problems and potential improvements to service delivery and customer relations; and
regular review of the complaints handling process to ensure it is efficiently delivering effective outcomes.