Telecommunications Act gives us powers to improve retail service quality (RSQ) including customer service, faults, installation, contracts, product disclosure, billing, switching, service performance, speed and availability.
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.