Telecommunications retail service quality

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 9 December 2021 we published our Improving Retail Service Quality Final Baseline Report which sets out the RSQ matters we think need improving.

We are currently undertaking activities to identify and test potential solutions to improve the key RSQ matters.

On 4 March we published an open letter and a high level roadmap for 2022/23. We will provide further updates and opportunities to contribute to our workplan as we move forward.