| 3 | Complaints and disputes | |||
| (a) | Each collecting society will develop and publicise procedures for: | |||
| (i) | dealing with complaints from Members and Licensees; and | |||
| (ii) | resolving disputes between the collecting society and: | |||
| A. | its Members; and/or | |||
| B. | its Licensees. | |||
| (b) | The procedures developed under paragraph (a) will apply to any complaint about a matter covered by the Code which adequately identifies the nature of the complaint and the identity of the person complaining. | |||
| (c) | The procedures developed under paragraph (a) will comply with the requirements of Australian Standard ISO 10002 - 2006 - Customer Satisfaction. In developing its procedures, a Collecting Society will have particular regard to the following principles: | |||
| (i) | The procedures should define the categories of complaints and disputes they cover and explain the way in which each will be dealt with. | |||
| (ii) | Information on how to make complaints should be readily accessible to Members and Licensees. | |||
| (iii) | Each collecting society should provide reasonable assistance to a Member or Licensee in the formulation and lodgement of a complaint. | |||
| (iv) | The procedures should recognise the need to be fair to both the person complaining and the collecting society to which the complaint relates. | |||
| (v) | The procedures should specify by position who in the first instance will handle complaints on behalf of the collecting society. | |||
| (vi) | The procedures should indicate time frames for the handling of complaints and disputes. | |||
| (vii) | Each collecting society should provide a written response to a complaint that is made in writing. | |||
| (viii) | Each collecting society should establish appropriate alternative dispute resolution procedures. | |||
| (ix) | Each collecting society will ensure that adequate resources are made available for the purpose of responding to complaints and resolving disputes. | |||
| (d) | Each collecting society will regularly review its complaint handling and dispute resolution procedures to ensure that they continue to comply with the requirements of this Code. | |||