MCCA Direct Marketing Model Code of Practice

Part 5: Complaint and dispute handling procedures

Internal complaint handling procedures

67. Direct marketers that adopt this code and all other organisations that receive consumer complaints in relation to breaches of this code, shall have in place procedures for dealing with complaints from consumers.

68. The procedures required under clause 67 shall be available to all consumers who have been contacted by direct marketing and shall comply with the Australian Standard on Complaints Handling (AS 4269).

Referral to external dispute resolution processes

69. Each party to the code shall be a member of an independent dispute resolution mechanism that is capable of dealing with consumer complaints arising under this code and meets the Benchmarks for Industry-Based Customer Dispute Resolution Schemes.¹³

The principles underpinning the benchmarks are:

(1) Accessibility

The scheme makes itself readily available to customers by promoting knowledge of its existence, being easy to use and having no cost barriers.

(2) Independence

The decision-making process and administration of the scheme are independent from scheme members.

(3) Fairness

The scheme publicly accounts for its operations by publishing its determinations and information about complaints and highlighting any systemic industry problems.

(4) Efficiency

The scheme operates efficiently by keeping track of complaints, ensuring complaints are dealt with by the appropriate process or forum and regularly reviewing its performance.

(5) Effectiveness

The scheme is effective by having appropriate and comprehensive terms of reference and periodic independent reviews of its performance.

The key practices necessary to give effect to the benchmarks are set out in full in the benchmarks document.

¹³ Complete copies of the benchmarks are available from:

Competition and Consumer Policy Division
Department of the Treasury
Langton Cresent
PARKES ACT 2600

Telephone: (02) 6263 2989
Facsimile: (02) 6263 3964

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