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.

At the end of our review, we will provide any recommendations on improving the TDRS to the TCF.

Part 7 covers 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.

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