Welcome to the ninth issue of Crash Towing Industry News.

The new towing industry regulation has been established to address issues with the crash towing industry, including complaints about difficulties in contacting towing service providers and difficulties in resolving consumer complaints. The changes require towing service providers to establish complaints resolution processes.

Complaints resolution process

Towing service providers must provide a written procedure that allows for:

• a simple process for customers or others to make a complaint about any crash towing matter; and
• complaints to be investigated and resolved within a reasonable period in the circumstances. 

The procedures must be accessible by anyone wishing to make a complaint.

Penalty: $12,000 for an individual; and $60,000 for a body corporate.

Record keeping requirements

The towing service provider must keep records of:

• each crash towing related complaint; and
• complaints resolutions.

The records of the complaint must be kept for at least two years from the day the complaint is made.

Penalty: $12,000 for an individual; and $60,000 for a body corporate.

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