(1) This regulation applies to a decision-maker if:
(a) an eligible person makes a complaint; and
(b) the complaint is not a complaint that relates to the payment of a death benefit; and
(c) the decision-maker makes a decision in relation to the complaint in accordance with the relevant entity's internal dispute resolution mechanism.
(2) The decision-maker must, within 30 days of making the decision, inform the eligible person:
(a) that the eligible person may, in writing, request written reasons for the decision; and
(b) that the reasons mentioned in paragraph (a) must be given:
(i) within 28 days of the eligible person's request under paragraph (a); or
(ii) if the Regulator gives the decision-maker an extension--within the extended period.