Section 58BZB — Competition and Consumer Act 2010 (Cth)

Each regulated entity must have an accessible mechanism for its consumers to report activities that are or may be scams.

The entity must have an accessible and transparent internal dispute resolution mechanism for its consumers to complain about:

(a) activities that are or may be scams; or

(b) the entity’s conduct relating to such activities.

The entity must publish information about these mechanisms.

When undertaking such internal dispute resolution about a complaint, the entity must give a statement, relevant to the complaint, about whether it has complied with its obligations.

When undertaking such internal dispute resolution, the entity must have regard to:

(a) any processes prescribed by the SPF rules; and

(b) any guidelines prescribed by the SPF rules for apportioning any liability.

The entity must become a member of an authorised external dispute resolution scheme for dealing with complaints about scams if the entity provides services regulated by the Scams Prevention Framework.

The SPF code for the sector may include sector‑specific provisions for this principle.

Related sections

• s 58BY — Reporting about the outcomes of investigations of activities that are the subjects of actionable scam intelligence—civil penalty provision
• s 58BZ — Sector‑specific details can be set out in SPF codes
• s 58BZA — Safe harbour for taking actions to disrupt an activity while investigating whether the activity is a scam
• s 58BZC — Enabling SPF consumers to easily report activities that are or may be scams—civil penalty provision
• s 58BZD — Having an accessible and transparent internal dispute resolution mechanism—civil penalty provision
• s 58BZDA — Giving a statement of compliance—civil penalty provision

Research how courts apply s 58BZB

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