These provisions direct us to monitor RSQ and make 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.

In 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.

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.

  • 05 Sep 2024

    Completed

    Improving RSQ: Product Disclosure – Mobile Coverage Maps – update letter published

    See documents

  • 11 Jul 2024

    Completed

    Improving RSQ: Customer Service – Confirmation of Dashboards for Publication

    See documents

  • 28 Mar 2024

    Completed

    Improving RSQ: Submissions on Draft Product Disclosure – Price, Cost and Coverage Map Guidelines Published

    See documents

  • 14 Dec 2023

    Completed

    Improving RSQ: Draft Product Disclosure – Price, Cost, and Coverage Map Guidelines Published

    See documents

  • 22 Nov 2023

    Completed

    Improving RSQ: Product Disclosure – Retail Service Bundling Guidelines (Energy and Telecommunications Bundles) Published

    See documents

  • 17 Nov 2023

    Completed

    Improving RSQ: Submissions on Draft Product Disclosure – Retail Service Bundling Guidelines Published

    See documents

  • 21 Sep 2023

    Completed

    Improving RSQ: Draft Product Disclosure – Retail Service Bundling Guidelines Published

    See documents

  • 07 Sep 2023

    Completed

    Update to Industry on Retail Service Quality Customer Service Workstream

    See documents

  • 30 Jun 2023

    Completed

    Improving RSQ: Product Disclosure Q3 Update and Response to Submissions published

    See documents

  • 03 Apr 2023

    Completed

    Improving RSQ: Submissions on customer service consultation paper published

    See documents

  • 20 Dec 2022

    Completed

    Improving RSQ – Product disclosure emerging views paper submissions published

    See documents

  • 14 Dec 2022

    Completed

    Improving RSQ: Customer service consultation paper published

    See documents

  • 12 Oct 2022

    Completed

    Improving RSQ: Product disclosure emerging views paper published

    See documents

  • 30 Sep 2022

    Completed

    Increasing consumer awareness of TDRS membership – Response to submissions and next steps open letter published

    See documents

  • 23 Aug 2022

    Completed

    Submissions on TDRS non-membership open letter published

    See documents

  • 18 Jul 2022

    Completed

    Increasing consumer awareness of TDRS non-membership – Open letter published

    See documents

  • 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

  • 06 Oct 2021

    Completed

    Cross-submissions on draft prioritisation paper due

  • 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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