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

Q22 – Should account institutions be given a brief period within which to investigate a complaint before they must give the complainant written advice on how they investigate and handle complaints (as required under cl 10.3)? If so, what is an appropriate period?

Consumer stakeholders prefer complaint information to be provided immediately. If a brief period is to be allowed for internal consideration it should be restricted to a maximum of one day. The parties to this submission have read and endorse the recommendations on this issue contained in the Consumer Caseworker Submission.