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 three 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 July 2021, we will issue our preliminary views on the RSQ pain points that we intend to prioritise.

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.

  • 31 Oct 2021

    Final prioritisation paper published

  • 30 Sep 2021

    Cross-submissions on draft prioritisation paper due

  • 31 Aug 2021

    Submissions on draft prioritisation paper due

  • 29 Jul 2021

    Draft prioritisation paper published

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

    Completed

    Consumer pain points survey due by

  • 29 Oct 2020

    Completed

    Improving retail service quality for consumers – Open letter

    See documents

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

    Completed

    Telecommunications retail service quality framework paper published

    See documents

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