Recent changes to the Telecommunications Act have given us new powers to improve retail service quality (RSQ) including customer service, faults, installation, contracts, product disclosure, billing, switching, service performance, speed and availability.
These new 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 new provisions also require us to review industry dispute resolution schemes at least once every three years.
We have gathered evidence on a range of pain points, but we do not consider our list is exhaustive, or that we necessarily understand all the ways consumer outcomes could be improved, which is why we are now seeking your views. We are keen to hear from all stakeholders on consumer “pain points” and how they could be improved for the benefit of consumers.
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). Your views on the TDRS will help us prepare for our forthcoming review.
We’ll be issuing our consultation document on key consumer pain points and proposals for resolving them in March 2021.
We want to hear from you
In response to our open letter, we want to hear from you.