These provisions direct us to monitor RSQ and make that information available in a way that informs consumer choice. They also give us the ability to review industry RSQ codes, provide guidelines to the industry on RSQ matters, and create Commission RSQ codes. The provisions also require us to review industry dispute resolution schemes at least once every 3 years.

A key component of ensuring RSQ meets consumer demands is an effective dispute resolution scheme that captures and addresses all issues that consumers are unable to resolve directly with their providers. With this in mind, we are prioritising our review of the Telecommunications Dispute Resolution Scheme (TDRS). You can read more about on the TDRS review project page.

In August 2021 we published an open letter that proposed outcomes we think are necessary now to ensure that consumers receive the level of retail service quality (RSQ) they demand during the transition from copper services and our views on how RSPs should deliver these outcomes as soon as possible for consumers. You can read more about this at the marketing of alternative services to consumers during copper and PSTN withdrawal project page.

On 14 September 2021 we published our Improving Retail Service Quality draft baseline report which sets out the RSQ matters we think need improving.

We want to hear from you

We are currently seeking feedback on the RSQ matters we think need improving as set out in our draft baseline report.

Feedback is due 5pm, Monday 15 October 2021.

Consumer feedback form

We want consumer views on what RSQ matters should look to improve first.

This consumer feedback form aims to make it easier for individual consumers to give their views on the consultation questions asked in the report.

This feedback form should take between 5-20 minutes to complete depending on how much feedback you would like to give.

Have your say

Telecommunications industry and community group feedback

If you are providing feedback on behalf of a telecommunications provider or community group, please make a submission using the button below.

Make a submission

This view shows the latest stage in the project. Click on the circled dates to see details. Navigate to other months, or scroll down, to see all stages.

Note: these dates are indicative only and are subject to change.

  • 30 Nov 2021

    Final report published

  • 15 Oct 2021

    Submissions on draft baseline report due

  • 14 Sep 2021
  • 30 Mar 2021
  • 26 Feb 2021
  • 29 Jan 2021


    Consumer pain points survey due by

  • 29 Oct 2020


    Improving retail service quality for consumers – Open letter

    See documents

  • 31 Jul 2019
  • 25 Jun 2019
  • 30 Nov 2018


    Telecommunications retail service quality framework paper published

    See documents

Show all