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.


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.

  • 04 Mar 2022

    Completed

    Improving retail service quality for consumers

    See documents

  • 09 Dec 2021
  • 15 Oct 2021

    Completed

    Submissions on draft baseline report due

    See documents

  • 14 Sep 2021
  • 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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