Customer service plan to specify matters relating to disputed accounts
27 Customer service plan to specify matters relating to disputed accounts
A customer service code must specify that, if a regulated entity and a customer – dispute the amount of money that the customer is required, by an account issued to the customer, to pay to the regulated entity; and agree to resolve the dispute by arbitration, mediation or negotiation – the customer is not liable to pay, during the period before the arbitration, mediation or negotiation is concluded, the amount of money that the customer disputes is payable.
A customer service code must specify that if – a customer makes a complaint to the Ombudsman in respect of an amount of money that the customer is required, by an account issued to the customer, to pay to a regulated entity; and the amount of money is not due and payable on the day on which the complaint is made – the customer is not liable to pay to the regulated entity the amount of money that the customer disputes is payable, until – the complaint is dismissed by the Ombudsman; or the Ombudsman has completed the investigation of the complaint and has found the customer liable to pay all, or part, of that amount of money.
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