Task 5: Legislation (10 marks)

To become further aware of possible problems in delivering quality customer service, research the ACCC website and find out about new laws from January 2011 covering how businesses must ‘conduct’ themselves when dealing with consumers.

1.                 

What are these new laws called? (1 mark).

2.                  In particular, list what sections of these new laws on conduct, that tourism businesses would need to take into consideration and adhere to in the provision of quality customer service? (4 marks). 

3.                 

Describe what steps a business needs to take in order to ensure these laws are followed? (2 marks).

4.                  What recourse does a consumer have if they consider that your business has breached these laws? (1 mark). 

5. What are the considerably heavy penalties for breaking these laws? (2 marks).

END OF ASSIGN