Disconnection

Prior to the development of the Disconnection Code (the 'Code') there was no agreed set of minimum requirements or standards between telecommunications providers in regards to disconnection, resulting in varying disconnection policies being employed. 

The public interest in disconnection practices by infrastructure providers in New Zealand caused the TCF to take stock of how disconnection policies were applied within each organisation and the industry more generally, and how those practices are communicated to our customers.  It was concluded that the industry and customers would benefit from the development and publication of an industry Code setting out minimum standards that will be applied in this area.

Disconnection Code

The Code was finalised and endorsed by the TCF in late 2008. The Code sets out the principles and guidelines which telecommunications providers should comply with in developing operating and applying disconnection policies for residential customers.

Disconnection Code Objectives

The Code’s high-level objective is to provide a fair and consistent disconnection standard across all Service Providers who are parties to this Code. This objective is achieved by:

1. Setting minimum standards for credit related disconnection and restriction of telecommunications services should a customer not meet their commitments under the terms and conditions of their contract for service.
2. In general terms documenting the high level process and timings around disconnection.
3. Developing principles that Service Providers would be required to comply with in operating and applying disconnection policies for customers including:
• information given to customers should be clear, accurate and easy to understand.
4. Recognition and consistency with other codes which tie into disconnection such as:
• the proposed Emergency Services Code in terms of disconnection practices when a telecommunications service is required for emergency purposes; and
• the Customer Complaints Code which sets out the principles and processes for customers to make a complaint and the handling of those complaints in a fair, reasonable and prompt manner.
5. Setting out Service Provider obligations including a statement outlining Service Providers obligations to advise customers of payment options and telecommunications services.
6. Documenting guidelines for compliance and monitoring of the Code.
7. Setting out the minimum standards for best practice in relation to disconnection.

High Level Disconnection Process

The diagram below outlines the high level disconnection process which must be followed by Service Providers who are bound by this Code. The diagram sets out the steps to be taken once the disconnection process is triggered. The Disconnection process trigger is the non payment of the monthly bill.

  











 








Once the Disconnection Process is triggered the Service Provider will:

• If a Service Provider intends to Restrict Services send a notification to the Customer of the intention to Restrict the Customers Telecommunications Services;
• Apply a Restriction (where appropriate) to the Customers Telecommunications Services (unless otherwise specified, the Service Provider determines the list of restricted Telecommunications Services depending on the circumstances);
• If payment of the overdue amount is not forthcoming, and is not the subject of a dispute, send a notification to the Customer of the intention to Suspend the Customer’s Telecommunications Services;
• Suspend the Customers Telecommunication Services;
• If payment of the overdue amount is not forthcoming, and is not the subject of a dispute, send a written notification to the Customer of the intention to Disconnect the Customers Telecommunications Services;
• Disconnect the Customer’s Telecommunications Services.

Parties interested in becoming a signatory to the Disconnection Code should complete the signatory page and forward it to the Forum Administrator.

Signatories to the Code

The following parties are signatories to the Code:

• Telecom
• TelstraClear
• Woosh

Working Party Members

The Working Party members are

• Telecom
• TelstraClear
• Vodafone

Project Scope

The role of this working party is set out in the Disconnection Project Scope.