1 Small business guide to trade practices compliance programs April 2006
2 Commonwealth of Australia 2006 ISBN This work is copyright. Apart from any use permitted under the Copyright Act 1968 no part may be reproduced without permission from the Australian Competition and Consumer Commission. Requests and inquiries concerning reproduction and rights should be addressed to the Director of Publishing, Australian Competition and Consumer Commission, PO Box 1199, Dickson ACT Important notice This publication is a summary designed to give you basic guidance on the ACCC s views of trade practices compliance programs. It is not a substitute for professional advice. Moreover, because it avoids legal language wherever possible, there may be some generalisations. Consequently, Small business guide to trade practices compliance programs is not to be construed as legal advice. Produced by the ACCC Publishing Unit 04/06.
3 iii > Small business guide to trade practices compliance programs Foreword In the ACCC s experience, one of the major challenges confronting small business is deciding how much time to devote to running the business and how much attention to direct towards ensuring that the business complies with its regulatory obligations. The ACCC understands that, despite the best efforts of its owners, small businesses are not able to devote the same levels of time and resources to compliance issues as large businesses. Nevertheless, small businesses that are determined to succeed should make a commitment to compliance, obtaining some professional trade practices risk assessment and compliance advice. The Small business guide to trade practices compliance programs is designed to promote awareness of trade practices compliance issues in the small business sector and offer guidance to small business operators in their efforts to comply with trade practices obligations. This guide goes on to provide information on what the ACCC is likely to require from a small business in the event that it has failed to meet its trade practices obligations. When the ACCC considers that a company may have breached the Trade Practices Act, it has the option to resolve the matter by accepting a court enforceable undertaking from the business. These undertakings may require the company to implement, maintain and regularly review a trade practices compliance program. The ACCC may also seek similar outcomes if the matter goes to court. The ACCC does not seek compliance programs as a punishment. Its purpose in requiring the implementation of compliance programs is to ensure that the business develops the skills and capacities it needs to minimise the risk of future compliance failures. I encourage small businesses to use this guide and to seek professional advice on what requirements they need to satisfy, whether they are developing a compliance program as a result of a settlement with the ACCC or whether they are implementing a compliance program voluntarily. You can call the ACCC small business helpline on if you require any further assistance or guidance. The dedicated ACCC small business team is available to answer your questions. John Martin Commissioner Australian Competition and Consumer Commission
4 iv > Small business guide to trade practices compliance programs
5 Contents What s in this guide...3 What is a trade practices compliance program?...3 Trade practices training 7 Complaints-handling system 7 Product safety 8 Appointment of compliance officer 9 Review and reporting 9 ACCC monitoring and administrative processes Further information 11 Appendix A Trade practices compliance program template undertaking level 1 13 Trade practices compliance program template undertaking level 2 15 ACCC contacts... 19
6 2 > Small business guide to practices compliance programs What is a trade practices compliance program? ro ram
7 3 > Small business guide to trade practices compliance programs What s in this guide This guide explains the key concept what a compliance program is and provides a brief overview of the trade practices compliance elements all small businesses should consider implementing to minimise their risk of a trade practices breach. It then presents a detailed discussion of the compliance program elements the ACCC considers essential to enable small businesses to address their trade practices risks. It also sets out the elements of the ACCC level 1 and 2 trade practices compliance program template undertakings and what small businesses should be aware of if they become subject to compliance program requirements under a section 87B undertaking or a court order. This discussion details the obligations prescribed by each of the compliance program elements. Finally, the guide explains the ACCC s compliance program monitoring function. What is a trade practices compliance program? For small business it is important that the risks of contravening any legislation are comprehensively assessed at the business start-up stage and at intervals as the business develops, and that strategies are adopted to minimise those risks. An initial risk assessment is something that can be undertaken by a professional business/legal adviser. The business/legal adviser may recommend a tailored trade practices compliance program to manage any identified risks. A trade practices compliance program is a mechanism that can both assist in reducing the risk of breaching the Trade Practices Act and in remedying any breach that may have occurred. It contains a number of essential elements and can only be effective if they are correctly implemented and operational. It is not enough to simply have a compliance program on paper. It must be incorporated into the business and become part of the way the business functions. The ACCC considers that an effective small business compliance program can be as simple as implementing: > regular trade practices training for all relevant staff (those employees that may place the business at risk of a trade practices breach) Training underpins the development of any compliance program. Small business staff must be provided with regular training to reinforce the trade practices compliance dimension of their work and to be able to prevent inadvertent breaches of the Act. Effective training can also enable employees to identify trade practices breaches by competitors.
8 4 > Small business guide to trade practices compliance programs
9 5 > Small business guide to trade practices compliance programs > an effective complaints-handling system As well as having a positive impact on the small business relationship with its customers, effective complaints handling provides an early warning system if the complaint gives rise to a systemic trade practices issue. Well-trained staff and a capable person entrusted with the responsibility for compliance (see below) should be able to remedy the issue and take measures to minimise the chances of a similar failure recurring. > an effective product safety and recall program (if applicable) Some products are subject to mandatory standards. All businesses need to comply with the standards relevant to their products. An effective product safety and recall program will help identify any potential risks, the relevant product safety obligations and, in the event of the risk arising, a means to remedy the problem. All of the elements listed above feature in the ACCC level 1 and 2 trade practices compliance program template undertakings. The range of template undertakings (levels 1 to 4) was developed by the ACCC primarily to clarify its expectations of companies subject to trade practices compliance program requirements under section 87B undertakings or court orders, and to offer guidance to businesses seeking to implement compliance programs voluntarily. The level 1 template undertaking contains the requirements the ACCC considers suitable for micro businesses; level 2 requirements suitable for small businesses; level 3 medium businesses; level 4 large businesses. Template undertakings level 1 and 2 are the focus of this guide and are discussed in detail in the following section. > a position responsible for compliance within the small business, i.e. a compliance officer The appointment of a compliance officer 1 means the responsibility for the business compliance with its regulatory obligations rests with that person. It also makes it their job to ensure the business is up to date with all regulatory developments and its products are in accord with the relevant mandatory standards. The ACCC considers that the compliance officer should be supported in their job by all staff as, ultimately, compliance with the law is everyone s responsibility. > regular compliance reviews to ensure continual improvement Regular reviews of all compliance elements are highly recommended as they help ensure the compliance program continues to meet its purpose, i.e. to be effective in minimising the risk of a trade practices breach by the business. 1. In the small business environment a compliance officer may be a director of the company or a person appointed by a director to ensure that the business complies with its regulatory obligations.
10 6 > Small business guide to trade compliance programs Trade practices training rain ng
11 7 > Small business guide to trade practices compliance programs Trade practices training In the ACCC s experience, a significant number of trade practices contraventions by small businesses occur through a lack of awareness of their obligations under the law. For this reason targeted trade practices training is considered the core element of small business compliance programs and will always be sought by the ACCC. Small business proprietors looking to set up trade practices training for their employees may choose to use the services of a trade practices lawyer or a qualified compliance professional to visit the business and conduct training for all staff. Proprietors may also choose to undergo trade practices training themselves and then instruct their employees on the relevant sections of the Act. It is the ACCC s experience that regardless of what shape the training takes it should be thorough and tailored to the specific needs of the business. Small businesses subject to a legal obligation to undergo trade practices training may be required to comply with either a level 1 template undertaking or a level 2 template undertaking. Please contact the ACCC or speak with your lawyer if you are uncertain about your precise obligations. The requirements for trade practices training in levels 1 and 2 ACCC template undertakings are explained below. Level 1 template undertakings require the director(s) of a business to attend trade practices training carried out by a suitably qualified compliance professional or legal practitioner with expertise in trade practices law. On successful completion of the training the business must supply the ACCC with a certificate from the training provider confirming the training has been completed. The certificate must be sent to the ACCC within 14 days of the completion of the training. Level 2 template undertakings require the director(s) of a small business to attend trade practices training carried out by a suitably qualified compliance professional or legal practitioner with expertise in trade practices law. As in the level 1 template undertaking, the business must provide the ACCC with a certificate from the training provider. Once trained, the director is then required to carry out regular (at least once a year) trade practices training for all relevant employees. Complaints-handling system In a competitive environment a business that does not have a system for dealing with legitimate customer complaints and feedback on how its goods and services are performing in a marketplace risks being at a competitive disadvantage. The ACCC does not expect small businesses to develop complicated systems for managing complaints. Instead, it recommends that small businesses tailor complaints-handling systems to their needs. In doing so, they should remember to ensure that the final system is capable of recording, storing and responding to trade practices complaints. Recording and storing complaints can be as simple as keeping a book or an excel spreadsheet and ensuring that a record of the complaint is kept whenever a complaint is received. The information that should be recorded might include the complainant s contact details, the good or service that they are complaining about, details of their specific complaint and the action that the business (compliance officer if applicable) took in response to the complaint including when the action was taken. Below is a sample complaints-handling spreadsheet suitable for small businesses. There is no requirement that your complaints recording system be exactly like the one in table 2, as long as it is capable of recording all necessary information.
12 8 > Small business guide to trade practices compliance programs Table 2 Example of complaints-handling spreadsheet Complainant Contact details Date Product Complaint details Category Escalated Action taken to resolve the complaint Supporting documentation should also be kept. This might include copies of receipts, copies of letters and copies of purchase orders. Effective record-keeping practices are essential to demonstrate that the complaints-handling system and the compliance program are working. If a compliance failure should occur, effective record-keeping practices may serve to protect the business and make it quicker and easier to provide evidence of a satisfactory resolution. Responding to complaints can be done by all staff members, or if the complaint is of a more serious nature, it may be escalated to a specific responsible person, such as a director or compliance officer. Small businesses subject to a legal obligation to implement a complaints-handling system may need to comply with the following requirements. Level 1 and 2 template undertakings require the business to develop procedures for recording, storing and responding to trade practices complaints and to provide the ACCC with an outline of the complaintshandling system. The outline of the complaints-handling system should demonstrate how the company records, stores and responds to trade practices complaints. Product safety It is in the best interests of suppliers and consumers to make sure that unsafe consumer products are removed from the marketplace quickly and competently. Consumers may suffer serious injury from unsafe products and suppliers can be liable under the product liability provisions of the Trade Practices Act or at common law for any injuries caused by a product that fails to meet a mandatory product safety/ information standard. The task of identifying all prescribed consumer product safety standards and prescribed consumer information standards that may apply can be difficult, depending on the number and nature of products the small business supplies. It is prudent for small businesses, particularly those subject to an undertaking, to obtain specialist legal and compliance advice in relation to these matters. The ACCC maintains a register of mandatory consumer product safety and information standards prescribed under the Act on its website at Guides on each mandatory standard are also available from the website. However, there are other sources of legal obligations in relation to product safety under different regulatory regimes, for example state or territory legislation or customs legislation. These may include specific legislation in relation to therapeutic goods, food, agricultural and veterinary chemicals and motor vehicles. The ACCC recommends that your specific product safety obligations should initially be explained to you by your business adviser or lawyer. Information about product recalls, both mandatory and voluntary, is available at The publication Product recall a guide for suppliers may be of particular assistance when designing recall procedures.
13 9 > Small business guide to trade practices compliance programs It also contains references to other sources of information including different regulators and state and territory legislative obligations. Section 87B undertakings and court orders may contain specific product safety and product recall requirements. These may differ on a case-by-case basis. Any small business that is unsure of its product safety obligations should consider contacting a lawyer, a business adviser and the ACCC small business team. Appointment of compliance officer In the small business environment a compliance officer may be a director of the company or a person appointed by a director to ensure that the business complies with its regulatory obligations. In those cases where a director performs the role of compliance officer, they will first need to ensure that time is devoted to thorough trade practices training. It may follow that this training will enable the compliance officer to carry out a risk assessment process that will identify existing and potential areas of exposure to a compliance failure. It may also follow that the compliance officer will then be able to train other employees to recognise and remedy trade practices risks. Please note that the appointment of a compliance officer should not be seen as absolving directors and other managers (where those positions are present in the business) from compliance responsibilities. Everyone has a role to play. Small businesses subject to a legal obligation to appoint a compliance officer will be required to appoint (generally within one to two months) a director or a senior manager as its compliance officer. The compliance officer should be responsible for the development, implementation and maintenance of the compliance program. If the compliance officer is a person other than a director of the business, the compliance officer should regularly report to the director on the progress of the compliance program. Review and reporting A critical review from an experienced trade practices lawyer, or a well-qualified compliance professional, provides an opportunity for the reviewer to determine if there are design and implementation deficiencies in a compliance program and to make suggestions on how to improve them. Compliance program reviews (if they are not a requirement of s. 87B undertakings) can also be carried out by an internal person, for example a compliance officer and discussed with the business director (if applicable). However, it has been the ACCC s experience that independent reviews are more effective than those conducted by internal staff. Annual compliance reviews help small businesses ensure they are up to date with all their regulatory obligations and that their compliance programs are operational and effective. The level 1 template undertaking does not prescribe a trade practices compliance program review. Small businesses subject to a legal obligation to carry out an annual compliance program review may be required to ensure that the review is undertaken in accordance with the parameters outlined for the level 2 template undertaking below. Level 2 template undertaking sets out the: > scope of the review > appointment of a compliance reviewer > reviewer independence > details of reviewer access to business information > reporting obligations. For further details see the template undertakings in appendix A.
14 10 > Small business guide trade practices compliance programs ACCC monitoring and administrative processes ro esses
15 11 > Small business guide to trade practices compliance programs ACCC monitoring and administrative processes When compliance programs are implemented under enforceable undertakings or court orders the ACCC will carefully monitor each aspect of the trade practices compliance program requirements. Compliance program monitoring for small businesses is performed by the Compliance Section of the ACCC small business team. If you have any questions regarding the process of implementing your small business compliance program or you believe that you may be unable to meet an agreed deadline you should contact the ACCC small business team ( ) for assistance. Staff will offer guidance on the ACCC s requirements and expectations to small businesses and their reviewers and advisers. Further information Visit the ACCC website at Contact the ACCC small business helpline and ask to speak to a staff member of the ACCC small business team. Staff are able to provide general guidance to companies who are considering implementing a compliance program. However, the ACCC cannot provide legal advice and their guidance cannot be considered to constitute legal advice.
16 12 > Small business guide to trade practices compliance programs Appendix pp ndix
17 13 > Small business guide to trade practices compliance programs Appendix A Trade practices compliance program template undertaking Level 1 [COMPANY NAME] and [DIRECTOR S NAME] undertake, to the Australian Competition and Consumer Commission (ACCC), for the purposes of section 87B of the Trade Practices Act 1974 (the Act) that [COMPANY NAME] will design and implement a trade practices compliance program covering [INSERT: relevant sections or parts of the Act] in accordance with the requirements set out below and will maintain and continue to implement the trade practices compliance program for a period of [X] years from the date of the undertaking coming into effect. 1. Training 1.1 Within [X] months of this undertaking coming into effect, and thereafter at least once a year for the period of the undertaking, [DIRECTOR S / OTHER EMPLOYEE(S) NAME(S)] will attend practical trade practices training focusing on [INSERT: relevant sections or parts of the Act]. 1.2 [COMPANY NAME] will ensure that the training referred to in paragraph 1.1 above is administered by a suitably qualified, compliance professional or legal practitioner with expertise in trade practices law. 1.3 [COMPANY NAME] will provide a written statement or certificate from the trade practices professional who conducts the training referred to in paragraph 1.1 above to the ACCC within 14 days of completion of the training verifying that such training has occurred. 2. Complaints handling 2.1 [COMPANY NAME] will: develop procedures for recording, storing and responding to trade practices complaints within two months of this undertaking coming into effect provide the ACCC with an outline of the complaint handling system developed within two months of the undertaking coming into effect. 3. If requested by the ACCC, [COMPANY NAME] will provide, at its own expense, copies of any other documents or information in respect of matters which are the subject of the undertaking.
18 14 > Small business guide to trade practices compliance programs [INSERT 4 ONLY IF THE MATTER IS RELATED TO PRODUCT SAFETY ISSUES] 4. Product safety 4.1 [COMPANY NAME] will maintain up-to-date copies, at its business premises, of all prescribed consumer product safety standards and prescribed consumer information standards that relate to products [COMPANY NAME] supplies. 4.2 [COMPANY NAME] will ensure that the products supplied that are subject to a prescribed safety and/or information standard under the Trade Practices Act, comply with the relevant standard. 4.3 [COMPANY NAME] will maintain recall procedures that enable products supplied by [COMPANY NAME] that do not comply with prescribed safety and/or information standards under the Trade Practices Act to be efficiently and effectively withdrawn from the market and returned to [COMPANY NAME]. Acknowledgments 1. [COMPANY NAME] acknowledges that the ACCC will make this undertaking available for public inspection. 2. [COMPANY NAME] further acknowledges that the ACCC will from time to time publicly refer to t his undertaking. 3. [COMPANY NAME] further acknowledges that this undertaking in no way derogates from the rights and remedies available to any other person arising from the alleged conduct.
19 15 > Small business guide to trade practices compliance programs Trade practices compliance program template undertaking Level 2 Compliance program 1. [COMPANY NAME] and [DIRECTOR S NAME] undertakes to the Australian Competition and Consumer Commission (ACCC) for the purposes of section 87B of the Trade Practices Act 1974 (the Act) that it will: 1.1 establish and implement a trade practices compliance program in accordance with the requirements set out in Annexure A for the employees or other persons involved in [COMPANY NAME] s business, being a program designed to minimise [COMPANY NAME] s risk of future breaches of [INSERT: relevant sections or parts of the Act] and to ensure awareness of its responsibilities and obligations in relation to the requirements of [INSERT: relevant sections or parts of the Act], within [X] months of the date of this undertaking coming into effect 1.2 maintain and continue to implement the trade practices compliance program for a period of [X] years from the date of this undertaking coming into effect 1.3 provide, at its own expense, a copy of any documents required by the ACCC in accordance with annexure A. Acknowledgments 1. [COMPANY NAME] acknowledges that the ACCC will make this undertaking available for public in spection. 2. [COMPANY NAME] further acknowledges that the ACCC will from time to time publicly refer to this undertaking. 3. [COMPANY NAME] further acknowledges that this undertaking in no way derogates from the rights and remedies available to any other person arising from the alleged conduct. 4. [COMPANY NAME] further acknowledges that a summary of the Trade practices compliance program review report referred to in annexure A of the undertaking may be held with this undertaking on the public register. Annexure A TRADE PRACTICES COMPLIANCE PROGRAM [COMPANY NAME] will establish a trade practices compliance program (the compliance program) that complies with each of the following requirements: 1. Appointments 1.1 Within one month of the date of the undertaking coming into effect [COMPANY NAME] will appoint a director or a senior manager of the business to be responsible for the development, implementation and maintenance of the compliance program (the compliance officer).
20 16 > Small business guide to trade practices compliance programs 2. Compliance officer training 2.1 [COMPANY NAME] will ensure that, within [X] months of the undertaking coming into effect, the compliance officer attends practical trade practices training focusing on [INSERT: relevant sections or parts of the Act]. 2.2 [COMPANY NAME] shall ensure that the training is administered by a suitably qualified compliance professional or legal practitioner with expertise in trade practices law. 2.3 [COMPANY NAME], within 14 days of completion of training, will provide the ACCC with a written statement from the compliance professional or legal practitioner confirming the completion of the training conducted in accordance with 2.1 and 2.2 above. 3. Staff training 3.1 [COMPANY NAME] will cause all employees of [COMPANY NAME] whose duties could result in them being concerned with conduct that may contravene [INSERT: relevant sections or parts of the Act] to receive regular (at least once a year) practical training administered by the compliance officer (once trained) or a qualified, compliance professional or legal practitioner with expertise in trade practices law, that focuses on [INSERT: relevant sections or parts of the Act]. 4. Complaints handling [COMPANY NAME] will: 4.1 develop procedures for recording, storing and responding to trade practice complaints within 2 months of the Undertaking coming into effect; and 4.2 provide the ACCC with an outline of the complaint handling system within 2 months of the undertaking coming into effect. [INSERT 5. ONLY IF THE MATTER IS RELATED TO PRODUCT SAFETY ISSUES] 5. Product safety the [COMPANY NAME] will: 5.1 maintain up-to-date copies, at its business premises, of all prescribed consumer product safety standards and prescribed consumer information standards that relate to products [COMPANY NAME] supplies 5.2 ensure that the products supplied that are subject to a prescribed safety and/or information standard under the Trade Practices Act, comply with the relevant standard 5.3 design, implement and maintain recall procedures that enable products supplied by [COMPANY NAME] that do not comply with prescribed safety and/or information standards under the Trade Practices Act to be efficiently and effectively withdrawn from the market and returned to [COMPANY NAME]. 6. [COMPANY NAME] will ensure that the compliance officer reports to their director(s) or governing body every [X] months on the continuing effectiveness of the compliance program.
21 17 > Small business guide to trade practices compliance programs 7. Review [COMPANY NAME] shall, at its own expense, cause an annual review of the compliance program elements (the review) to be carried out in accordance with each of the following requirements. 7.1 Scope of the review [COMPANY NAME] shall ensure that the review is broad and rigorous enough to: provide [COMPANY NAME] and the ACCC with a supportable verification that [COMPANY NAME] has in place a compliance program that complies with the requirements of the undertaking and is suitable for the size and structure of [COMPANY NAME] provide the review report and opinions detailed at point 8 below [INSERT IF THE MATTER IS RELATED TO PRODUCT SAFETY ISSUES] provide [COMPANY NAME] and the ACCC with a supportable verification that [COMPANY NAME] has in place a product safety compliance program that complies with the requirements of the undertaking and is suitable for the size and structure of [COMPANY NAME]. 7.2 Independence of reviewer [COMPANY NAME] shall ensure that the review is carried out by a suitably qualified, independent compliance professional with expertise in trade practices law (the reviewer). The reviewer will qualify as independent on the basis that he or she: did not design or implement the compliance program is not a present or past staff member or director of [COMPANY NAME] has not acted and does not act for [COMPANY NAME] in any trade practices related matters has not and does not act for or consult to [COMPANY NAME] or provide other services on trade practices related matters other than Compliance Program reviewing has no significant shareholding or other interests in [COMPANY NAME]. 7.3 Evidence [COMPANY NAME] shall use its best endeavors to ensure that the review is able to be conducted on the basis that the reviewer has access to all relevant sources of information in the [COMPANY NAME] s possession or control, including without limitation: inquiries of any employees, representatives, agents and stakeholders of [COMPANY NAME] documents created by [COMPANY NAME] s consultants, legal practitioners and accountants for use in [COMPANY NAME] s compliance program [INSERT IF THE MATTER IS RELATED TO PRODUCT SAFETY ISSUES] all documents required to assess [COMPANY NAME] s compliance with the relevant product safety/information standards under the Trade Practices Act.
22 18 > Small business guide to trade practices compliance programs 7.4. [COMPANY NAME] shall ensure that the first review is completed within one year and one month of this undertaking coming into effect and that each subsequent review is completed within one year thereafter. 8. Reporting 8.1 [COMPANY NAME] shall use its best endeavours to ensure that the reviewer sets out the findings of the review in a Trade practices compliance program review report, which will provide particular and specific information regarding the scope of the review and the effectiveness of the trade practices compliance program including: details of the evidence gathered and examined during the review the name and relevant experience of the person appointed as [COMPANY NAME] compliance officer the reviewer s opinion on whether [COMPANY NAME] has in place effective staff training, complaints-handling programs that comply with the requirements of the undertaking actions recommended by the reviewer to ensure the continuing effectiveness of [COMPANY NAME] s compliance program. 8.2 [COMPANY NAME] shall ensure that each Trade practices compliance program review report is completed and provided to [COMPANY NAME] within one month of completion of the review. 8.3 [COMPANY NAME] will cause the Trade practices compliance program review report to be provided to the ACCC within 14 days of its receipt from the reviewer. 8.4 [COMPANY NAME] shall implement promptly and with due diligence any recommendations made by the reviewer or required by the ACCC that are reasonably necessary to ensure that [COMPANY NAME] maintains and continues to develop the compliance program elements in accordance with the requirements of this undertaking. 9. If requested by the ACCC [COMPANY NAME] shall, at its own expense, provide copies of documents and information in respect of matters which are the subject of the compliance program. 10. In the event the ACCC has sufficient reason to suspect that the compliance program is not being implemented effectively, [COMPANY NAME] shall, at its own expense and if requested by the ACCC, cause an interim or additional review to be conducted and cause the resulting Trade practices compliance program review report to be provided to the ACCC.
23 19 > Small business guide to trade practices compliance programs ACCC contacts ACCC Infocentre Small business helpline: Website: ACT (national office) PO Box 1199 DICKSON ACT 2602 Tel: (02) Fax: (02) New South Wales GPO Box 3648 SYDNEY NSW 2001 Tel: (02) Fax: (02) Victoria GPO Box 520 MELBOURNE VIC 3001 Tel: (03) Fax: (03) Western Australia PO Box 6381 EAST PERTH WA 6892 Tel: (08) Fax: (08) South Australia GPO Box 922 ADELAIDE SA 5001 Tel: (08) Fax: (08) Queensland PO Box Adelaide Street Post Office BRISBANE QLD 4000 Tel: (07) Fax: (07) North Queensland PO Box 2016 TOWNSVILLE QLD 4810 Tel: (07) Fax: (07) Tasmania GPO Box 1210 HOBART TAS 7001 Tel: (03) Fax: (03) Northern Territory GPO Box 3056 DARWIN NT 0801 Tel: (08) Fax: (08)
Compliance and enforcement How regulators enforce the Australian Consumer Law This publication was developed by: Australian Capital Territory Office of Regulatory Services Australian Competition and Consumer
Complaint management policy About this policy This policy sets out our approach to managing complaints about our services, decisions, actions and officers. Contents A Overview... 3 Introduction... 3 Commitment...
FOREIGN LAWYERS AND THE PRACTISE OF FOREIGN LAW IN AUSTRALIA AN INFORMATION PAPER LAW COUNCIL OF AUSTRALIA Disclaimer This information paper has been prepared by the Law Council of Australia with the aim
Australia s regulator for broadcasting, the internet, radiocommunications and telecommunications www.acma.gov.au Accessing Buildings to Install Telecommunications Facilities The Australian Communications
Dec 2014 [Type text] Policy A Framework Statement for on Compliance Business Entity Associations Eligibility to apply for a Scheme under Professional Standards Legislation Table of contents 1. Introduction...
Product safety A guide for businesses and legal practitioners This guide was developed by: Australian Capital Territory Office of Regulatory Services Australian Competition and Consumer Commission Australian
Supporting Australia s Live Music Industry: Suggested principles for best practice 2010 2010 Commonwealth of Australia, in conjunction with the governments of the Australian Capital Territory, New South
Service Charter December 2011 www.apra.gov.au Australian Prudential Regulation Authority Heading Our Service Charter The Australian Prudential Regulation Authority () has been established by the Australian
Evidence-informed regulation The ACMA approach communicating facilitating regulating 1 Canberra Purple Building Benjamin Offices Chan Street Belconnen ACT PO Box 78 Belconnen ACT 2616 T +61 2 6219 5555
NATIONAL PARTNERSHIP AGREEMENT ON E-HEALTH Council of Australian Governments An agreement between the Commonwealth of Australia and the States and Territories, being: The State of New South Wales The State
INSURANCE & RISK MANAGEMENT FOR CORPORATE VOLUNTEERS INSURANCE & RISK MANAGEMENT FOR CORPORATE VOLUNTEERS CONTENTS Insurance & Risk Management for Corporate Volunteers Published in 2006 by Volunteering
FAMILY COURT OF AUSTRALIA Notice of Child Abuse, Family Violence or Risk of Family Violence www.familycourt.gov.au This form is to be used: (a) when allegations of child abuse or risk of child abuse are
Competition and consumer law an overview for small business Australian Competition and Consumer Commission 23 Marcus Clarke Street, Canberra, Australian Capital Territory 2601 Commonwealth of Australia
family court of australia Notice of Child Abuse, Family Violence, or Risk of Family Violence Form 4 www.familycourt.gov.au Use this form in all proceedings for an order under Part VII commenced before,
INSURANCE BROKERS CODE OF PRACTICE BUILDING PROFESSIONAL COMPETENCE AND CONSUMER CONFIDENCE The insurance broking profession is about helping you to navigate the unavoidable complexities of insurance products
DODO POWER & GAS PTY LTD Dodo Power & Gas Complaint Management Policy Jurisdiction: All 2013 Policy Reference ref DPG 100-004 Version: 1.2 Author: Status Andrew Mair Draft Publication Date 7/06/2013 Location:
Feedback on the Inquiry into Serious Injury Presented to the Road Safety Committee of the Parliament of Victoria 08 May 2013 About the APA The Australian Physiotherapy Association (APA) is the peak body
Key obligations of a Family Day Care service 1. Overview As the operator of an approved family day care (FDC) service, it is your responsibility to manage all aspects of the operations of your service,
Supplementary Budget Estimates Opening statement to the Economics Committee Rod Sims, ACCC Chairman October 2014 The ACCC has recently taken the lead in a significant product safety issue potentially affecting
1. Introduction NATIONAL COMPLIANCE AND ENFORCEMENT POLICY The Commonwealth, state and territory governments have agreed to harmonised work health and safety laws to improve work health and safety, provide
Guide to inquiries into disputes about bulk interconnection services Part 3 of the Australian Postal Corporation Regulations 1996 December 2012 Commonwealth of Australia 2012 This work is copyright. Apart
Optus Submission to Productivity Commission Inquiry into National Frameworks for Workers Compensation and Occupational Health and Safety June 2003 Overview Optus welcomes the opportunity to provide this
AUSTRAC supervision strategy 2012 14 Commonwealth of Australia 2012 This work is copyright. You may download, display, print and reproduce this material in unaltered form only (retaining this notice) for
Credit Guide ABOUT US ( we, us, our ): Credit Representative Credit Representative Number 395690 Mr James Andrew Staples Address: 10 Claridge Close Mount Sheridan Queensland 4868 Tel: 0412 143 106 Email:
Debt collection compliance guide June 1999 This guide has been prepared by the Australian Competition and Consumer Commission for businesses that collect debts. It is divided into four sections: Part A
Defence Housing Australia Australian Government Competitive Neutrality Complaints Office Investigation No. 13 COMMONWEALTH OF AUSTRALIA 2008 ISBN 978 1 74037 251 0 This work is subject to copyright. Apart
Australian Government Solicitor the leading lawyers to government fact sheet NUMBER 12 Australian Consumer Law March 2011 What is the Australian Consumer Law? Australia now has consumer protection legislation
Best Practice Guide Workplace privacy 01 Work & family 02 Consultation & cooperation in the workplace 03 Use of individual flexibility arrangements 04 A guide for young workers 05 An employer s guide to
Guide to the National Safety and Quality Health Service Standards for health service organisation boards April 2015 ISBN Print: 978-1-925224-10-8 Electronic: 978-1-925224-11-5 Suggested citation: Australian
Australian Prudential Regulation Authority Protecting Australia s depositors, insurance policyholders and superannuation fund members APRA s vision is to be a world-class integrated prudential supervisor
HOW TO BECOME AN APPROVED PROVIDER OF WHS ENTRY PERMIT HOLDER (WHS-EPH) TRAINING IN SOUTH AUSTRALIA WHS-EPH Training Course Guidance Contents INTRODUCTION... 4 PURPOSE... 5 WHS-EPH Training Course Requirements...
CONSULTATION PAPER 61 ACCC / ASIC debt collection guideline: For collectors, creditors and debtors (First draft) February 2005 Australian Competition and Consumer Commission Australian Securities and Investments
Application for Attendant Allowance Attendant allowance The Department of Veterans Affairs (DVA) recognises and supports the need for veterans to receive assistance with activities of daily living. Attendant
Credit Guide Anne Street Partners Home Loans Pty Ltd A guide to our relationship with you and other parties This Credit Guide contains important infomation about: Who we are and the services we provide
Code Compliance Monitoring Committee Inquiry into bank compliance with Clause 29 of the Code of Banking Practice February 2008 1 Index Introduction and executive summary Page 3 The Debt collection guidelines
Accounting and Controls in law practices TRUST MONEY & TRUST RECORDS Accounting and Support Staff Trust Accounts Department Law Society of New South Wales 170 Phillip Street, Sydney NSW 2000 1 July 2015
DIRECTORS & OFFICERS LIABILITY INSURANCE PROPOSAL FORM IMPORTANT INFORMATION: PLEASE READ THE FOLLOWING INFORMATION BEFORE COMPLETING THIS PROPOSAL A. Obtaining a Quotation To minimise delays in obtaining
Message from the Chief Executive National Measurement Institute Service Charter This Service Charter is a commitment about the service that the National Measurement Institute (NMI) will provide when you
TGA key indicators and reporting measures Regulator Performance Framework Version 1.0, May 2015 About the Therapeutic Goods Administration (TGA) The Therapeutic Goods Administration (TGA) is part of the
Allgas Energy Pty Limited ABN 52 009 656 446 National Standard Complaints and Dispute Resolution Procedures Version: 3.0 Date: June 2015 Page 1 of 7 Contents 1. Purpose... 3 2. Scope..3 3. General... 3
PUBLIC & PRODUCTS LIABILITY PROPOSAL FORM IMPORTANT INFORMATION: PLEASE READ THE FOLLOWING INFORMATION BEFORE COMPLETING THIS PROPOSAL A. Obtaining a Quotation To minimise delays in obtaining a quotation
Office insurance information CGU Office Package provides all-in-one protection for people who operate their business from an office, including medical and health, financial services, professionals, consultants
Business insurance information A The CGU Business Package is designed to meet the needs of Australian small-to-medium sized businesses. Whether you are a manufacturer, importing or storage, retailer, service
S.I.A Sydney Safety Conference Harmonised Work Health and Safety Laws Presenter: Bill Kritharas, Partner Date: 23 October 2012 adelaide brisbane canberra melbourne newcastle perth sydney upper hunter Introduction
. Motor Vehicle Insurance and Repair Industry Code of Conduct Revised March 2011 MOTOR VEHICLE INSURANCE AND REPAIR INDUSTRY CODE OF CONDUCT 1 TABLE OF CONTENTS PREAMBLE... 3 1. PRINCIPLES OF THE CODE...
Final Report A National Code of Conduct for health care workers 17 April 2015 1 Final Report A National Code of Conduct for health care workers [Date to be inserted upon Ministerial agreement] This report
INSURANCE BROKERS CODE OF PRACTICE INSURANCE BROKERS CODE OF PRACTICE OVERVIEW 4-5 IMPORTANT BACKGROUND INFORMATION What does the Code do for you? (Code Objectives) How to navigate the Code How up to date
Records disposal schedule Records Disposal Schedule Anti-Discrimination Services Northern Territory Anti-Discrimination Commission Disposal Schedule No. 2015/12 August 2015 NT Archives Service For information
COMPLIANCE FRAMEWORK AND REPORTING GUIDELINES DRAFT FOR CONSULTATION June 2015 38 Cavenagh Street DARWIN NT 0800 Postal Address GPO Box 915 DARWIN NT 0801 Email: email@example.com Website:
Continuous disclosure policy OtherLevels Holdings Limited ACN 603 987 266 Adopted on 19 February 2015 Level 11 Central Plaza Two 66 Eagle Street Brisbane QLD 4000 GPO Box 1855 Brisbane QLD 4001 Australia
COMMINSURE HOME INSURANCE PREMIUM, EXCESS AND DISCOUNT GUIDE. This document provides you with information to help you understand how your total premium has been calculated, discounts that are available
Summary Report Department of Innovation, Industry, Science and Research Industry and Small Business Policy Division Small Business Dispute Resolution June 2010 DIISR Small Business Dispute Resolution Research
Builders Risks Insurance PROPOSAL Leaders in Marine and Transit Insurance Expertise Service Security Builders Risks Proposal Information you will want to know about this Insurance. THE POLICY As a ship
Key obligations of a Family Day Care service Overview As the operator of an approved family day care (FDC) service, it is your responsibility to manage all aspects of the operations of your service, including
Records Issues for Outsourcing including General Disposal Authority 25 A GUIDELINE FOR AGENCIES ABOUT THEIR RESPONSIBILITIES FOR RECORDKEEPING IN OUTSOURCING ARRANGEMENTS Commonwealth of Australia 1998
Investment & Reliability in the Australian National Electricity Market: A Perspective Doug Cooke Energy Diversification Division International Energy Agency Joint IEA-NEA Workshop on Power Generation Investment
Victorian Training Guarantee Compliance Framework Published by the Communications Division for Higher Education and Skills Group Department of Education and Early Childhood Development Melbourne October
Draft Decision Approach to compliance with the National Energy Retail Law, Rules and Regulations December 2010 Commonwealth of Australia 2010 This work is copyright. Apart from any use permitted by the
NAB Commercial Cards Liability Insurance Policy Information Booklet Preparation date: 13 May 2014 Effective date: 1 June 2014 QM5030 0614 Contents Important Information 2 Details of the Insurance 3 Sanctions
3rd Edition SLSA Age Managers Course Participant Workbook Age Managers Participant Workbook Participant Details Name: Club: SLSC Contact telephone: Contact email: If I have any questions or problems with
Housing Affordability Report MARCH QUARTER Housing affordability improves on the back of falling interest rates as loan sizes rise and incomes stall The first quarter of showed an improvement in housing
Auditing Health and Safety Management Systems 4th Edition SafetyMAP: AUDITING HEALTH AND SAFETY MANAGEMENT SYSTEMS 4th Edition Published by the Victorian WorkCover Authority Victorian WorkCover Authority
JOINT QUARTERLY SURVEY NO.1 JUNE QUARTER Home Owners Confidence Boosted as Affordability Improves e quarter recorded an improvement in housing affordability with the proportion of income required to meet
Mining Jardine Lloyd Thompson is one of the world s largest providers of insurance, reinsurance and employee benefits related advice, brokerage and associated services. JLT s client proposition is built
Credit Services Guide Anne Street Partners Home Loans Pty Ltd A guide to our relationship with you and others Our Commitment to You: This Guide contains important information about: The services and types
GUIDE TO IMPLEMENTING A REGULATORY FOOD SAFETY AUDITOR SYSTEM FEBRUARY 2016 2 Contents Introduction... 4 Scope and objectives... 5 Scope... 5 Objectives... 5 Responsibilities... 5 The role of the licensee
GS 011 (April 2009) Guidance Statement GS 011 Third Party Access to Audit Working Papers Issued by the Auditing and Assurance Standards Board GS 011-1 - GUIDANCE STATEMENT Obtaining a Copy of this Guidance
1 WORKCOVER QUEENSLAND AMENDMENT BILL 2002 EXPLANATORY NOTES GENERAL OUTLINE Objectives of the legislation To provide for miscellaneous amendments to the WorkCover Queensland Act 1996. Reason for the Bill
Heritage Strategy Australia Post Heritage Places Corporate Infrastructure Services Division - CRE Introduction Amendments to the Commonwealth Environment Protection and Biodiversity Act 1999 (EPBC Act,
Essential Standards for Registration State and Territory Registering Bodies Australian Capital Territory New South Wales Northern Territory Queensland South Australia Tasmania Victoria Western Australia
Applicant Guide Asbestos removal and licensing Includes: Asbestos removal and asbestos assessor licence and notifications of asbestos removal work, asbestos fibres and emergency demolition of structures
FAMILY LAW COURTS Marriage, families & separation This brochure will tell you This brochure provides information for people considering, or affected by separation or divorce. This brochure includes information
NOS National Supply Chain Management Occupational Standards Contents Unit Supply Chain Management National Occupational Standards - Technical T1 Maintain operational relationships within the supply chain