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 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