12.2.5  Customer disputes/complaints

Government may prescribe a particular mechanism for resolving disputes between the private party and customers.

Where the services are provided to the general public, the private party must establish a customer complaints resolution system which is:

(a)  readily accessible and user-friendly;

(b)  fair and efficient;

(c)  achieves Good Industry Practice;

(d)  transparent; and

(e)  provides for an independent process where a satisfactory outcome cannot otherwise be reached with a customer (e.g. use of an ombudsman).