Customer Transfer Procedures
Late last year the TCF finalised Customer Transfer Codes for regulated and non-regulated telecommunication services.
These Codes set out practices that telecommunication providers must comply with whenever a customer requests a transfer of its telecommunications services. All parties bound by the regulated code have until 11 July 2007 to make whatever changes are necessary to be compliant with this code.
The TCF held a workshop on 6th June 2007 in Auckland for Service Providers bound by the Code to outline the nature of the code and Services Provider obligations. It also provided an opportunity for Service Providers to discuss the process for information transfer between Service Providers and Access Service Deliverers.
The presentation of the Customer Transfer Code also outlined the transfer process step by step.
All Service Providers are required to provide the TCF with their contact details relating to validation of customer transfers, billing handover and faults management during the transfer process.
Code Coverage
The codes govern the transfer of a customer’s telecommunications services between service providers to ensure a seamless transition resulting in a high quality, uninterrupted service. One code covers regulated Telecom services and the other non-regulated Telecom services.
The Non-regulated Customer Transfer Code will take effect from 3 August 2007 and the Regulated Customer Transfer Code will take effect from 12 July 2007. The codes set out practices that Access Service Deliverers and Service Providers must comply with whenever a Customer requests a transfer of Telecommunications Services.
The only Telecommunications services not covered by this code are:
- This Code does not apply to the transfer of Telecommunications Services from one cellular network to another cellular network.
- Section G of the Code for the Customer Transfer Code does not apply to the transfer of non-code access services.
- The porting of local, mobile or toll-free numbers. Local and mobile numbers are covered by the LMNP Terms and Network Terms. Toll Free Numbers are covered by the Toll Free Database Access Agreement.
Date Effective
Non-regulated Customer Transfer Code takes effect from 3 August 2007.
Regulated Customer Transfer Code takes effect from 12 July 2007.
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