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.

Have your say on retail service quality here

The deadline for providing your views on retail service quality is 5pm, 26 February 2021.

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.

  • 26 Feb 2021

    TDRS terms of reference due by

  • 26 Feb 2021

    Views on consumer pain points due by

  • 29 Jan 2021

    Consumer pain points survey due by

  • 18 Dec 2020


    Views on TDRS due by

  • 29 Oct 2020


    Improving retail service quality for consumers – Open letter

    See documents

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


    Telecommunications retail service quality framework paper published

    See documents

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