2021 review of the Telecommunications Dispute Resolution Scheme

There is currently one industry dispute resolution scheme which is called the Telecommunications Dispute Resolution Scheme (TDRS). The TDRS was set up by the New Zealand Telecommunications Forum (TCF) in 2007. The TCF is the scheme provider. The TCF:

• created the Customer Complaints Code and the Terms of Reference for the TDR service, which together form the TDRS; and
• appointed Fairway Resolution Limited as the dispute resolution provider for the TDRS.

We completed our first review of the TDRS on 11 November 2021 and published our report ( 996 KB, PDF ) to the New Zealand Telecommunications Forum Inc. (TCF) on recommendations for improvements to the TDRS.

Our recommendations included changes to the TDRS Customer Complaints Code to better align the service with consumer expectations, improve the complaint handling process and reduce the time taken for disputes to be resolved. We also recommended governance changes to ensure the TDRS is independent and to establish and preserve clear lines of accountability.

Our review was conducted under Part 7 of the Telecommunications Act 2005 which concerns consumer matters, in particular telecommunications retail service quality (RSQ) codes, the 111 Contact Code, and dispute resolution schemes for Commission codes and industry RSQ codes.

Part 7 sets out a number of provisions aimed to improve RSQ to reflect the demands of end-users of telecommunications services. We have the ability to issue guidelines on RSQ, review industry RSQ codes and make Commission RSQ codes. We are also required to monitor RSQ and to make information available in a way that informs consumer choice.

Disputes in relation to Commission RSQ codes (either a Commission RSQ code or the 111 Contact Code) may be referred to an industry dispute resolution scheme. Disputes in relation to industry RSQ codes may also be referred to an industry dispute resolution scheme.

More information about how we conduct reviews of industry dispute resolution schemes can be found here.

Our draft report and improvement recommendations are based on findings from industry and stakeholder feedback on improvements to the TDRS in October 2020 and an independent report expert report. After considering feedback from consumers, stakeholders and industry, final recommendations will be published on 11 November 2021.

About the TDRS

The TDRS is a free service for consumers that helps to resolve disputes between consumers and their telecommunications providers.

The TDRS was created by Telecommunications Forum New Zealand Inc (TCF), a telecommunications industry body, to handle consumer complaints about mobile, internet, and landline services.

The Commerce Commission is required to review the scheme at least once every three years and report any recommendations to improve the service to the TCF. This is the first review of the scheme.

Overview of report

Consumers and industry benefit when complaints are dealt with quickly and efficiently by providers or by an industry body set up specifically for the purpose.

Our recommendations aim to improve the TDRS by:

• boosting awareness
• faster resolution of complaints
• improving governance
• greater independence from the TCF
• changing the TDRS Customer Complaints Code to better align the scheme with consumer expectations
• better capturing retail service quality (RSQ) issues
• reviewing the TDRS’ Terms of Reference (ToR)
• revising the agreement between the TCF as the TDRS scheme agent and the dispute resolution provider.

Links to documents:

• Draft report on the Telecommunications Dispute Resolution Scheme (TDRS) ( 998 KB, PDF )
• C.R.K expert report ( 1.1 MB, PDF )

Your feedback

We want consumer feedback on our recommendations and our suggested timings for when the TCF should implement them.

This form is intended to make the submission process easier for consumers. If you represent a telecommunications industry stakeholder, or a consumer group, please upload your feedback using our submission portal.

Please complete this feedback form by 5pm, Monday 27 September 2021.