Friday, 30 November 2018 11:17

NZ regulator looks to industry to improve telecommunications retail service quality Featured

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NZ regulator looks to industry to improve telecommunications retail service quality Image courtesy of Stuart Miles at FreeDigitalPhotos.net

New Zealand’s competition enforcement agency, the Commerce Commission, has released a framework paper outlining its approach to implementing new provisions under the Telecommunications Act to improve retail service quality for consumers.

The paper, published on Friday, outlines how the Commission plans to gain a better understanding of the retail service quality being provided to consumers, prioritise what it should focus on and “determine the appropriate tools to use, if intervention appears worthwhile”.

“Retail telecommunications is a Commission priority, in particular in the areas of billing, switching, contract terms, and marketing. Parliament has now given us more tools to improve retail service quality and safeguard consumers,” Telecommunications Commissioner Dr Stephen Gale said.

The new provisions, contained in legislation passed by New Zealand’s Parliament on 7 November, require the Commission to monitor aspects of retail service quality including performance, speed and availability, customer service and billing and installation issues, as well as providing information for consumers to help them with their choices of technologies and providers.

The new provisions also allow the Commission to create retail service quality codes — if industry-led codes are inadequate — and require it to periodically review the Telecommunications Dispute Resolution scheme.

Along with the new consumer provisions, the legislstion establishes a price-quality regime for Chorus by setting the maximum price it can earn from its ultra-fast broadband network and the quality of service it must deliver. It also requires Chorus and local fibre companies (Northpower Fibre, Ultrafast Fibre, and Enable Networks) to publicly disclosure information around their revenue, performance, and quality.

“We receive lots of consumer enquiries and complaints about telecommunications providers and have responded over the past few years through Fair Trading Act warnings and prosecutions. The new provisions will help us encourage telcos to compete more on retail service quality, not just on prices,” Dr Gale said.

The Commission says it will publish a paper in early 2019 outlining how it plans to engage with consumers and industry stakeholders to set up the collection of retail service quality data, and will also provide initial thinking on what metrics could be good indicators of retail service quality.

To access a copy of the framework paper click here.


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Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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