Article 2 InterpretationI1

In this Order—

• “consumer complaint” means a complaint of one or more of the following kind which is made against a regulated provider by or on behalf of a person in that person’s capacity as a relevant consumer in relation to that regulated provider—

  1. (a)

     a complaint relating to the difficulty experienced by the relevant consumer in making a complaint;

  2. (b)

     a complaint that has not been resolved to the satisfaction of the relevant consumer; and

  3. (c)

     a complaint about the failure of the regulated provider to adhere to its complaint handling procedure;

• “qualifying redress scheme” means a redress scheme which is approved by the Postal Services Commission in accordance with section 49 of the Consumers, Estate Agents and Redress Act 2007 or which is administered and designated in accordance with section 47(1)(b) of that Act;

• “regulated provider” means a person holding a licence under Part 2 of the Postal Services Act 2000^f1 who provides relevant postal services to a relevant consumer; and

• “relevant consumer” means a person who is a consumer in relation to relevant postal services except to the extent that the consumer is a party to a contract for the provision of relevant postal services.