Submission - Joint submission to the 2007 Review of the Electronic Funds Transfer (EFT) Code of Conduct to ASIC (May 2007)

Q20 – Should the EFT Code include a definition of the term ‘complaint’ under cl 10? If so, should it adopt the definition in AS ISO 10002–2006? Does the standard sufficiently address uncertainty about what is a complaint for the purposes of the EFT Code? Are there any other steps that might be taken to assist stakeholders to understand what is meant by a complaint under the Code?

Consumer stakeholders support the broadening of the definition of the term ‘complaint’. The parties to this submission have read and endorse the recommendations on this issue contained in the Consumer Caseworker Submission