HANDLING COMPLAINTS. 12.1. The Service Provider shall investigate customer complaints related to the e-toll registration activities of the Service Provider (in particular, the application for tolling rights, the operation of the related on-board unit) within 5 working days of the notification of the complaint and provide the Customer with a written reply. The investigation of the complaint may take longer than 5 working days from the date of notification, if the Toll Charger's involvement is necessary to investigate the complaint. In this case, the Service Provider shall forward the complaint to the Toll Charger, who shall inform the Toll Charger of the outcome of its investigation within 5 working days of receipt of the complaint.
Appears in 2 contracts
Sources: Toll Service Contract, Toll Service Contract