The TCF has established a self-regulatory regime for customer complaints and dispute resolution, including:
- The Customer Complaints Code (the “Code”); and
- Terms of Reference ("TOR")
The documents set out the rights and obligations of TDR Members and their Customers with regard to the handling of Customer Complaints.
The day to day operation of the service is run by an independent TDR Agent currently performed by Dispute Resolution Services Limited.
The primary objectives of the regime are to:
- Encourage TDR Members to resolve Customer Complaints effectively themselves.
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Provide prompt, independent resolution of disputes, having regard to the Code and the
service standards it sets out, as well as relevant legal requirements.
- Educate the industry about systemic issues arising from disputes and determinations.
The services enables the telecommunications industry to set out the principles and rules to follow in dealing with consumer complaints relating to their telecommunications services which cannot be resolved through their service provider’s internal procedures.
By executing the Deed Poll attached at Schedule 1B of the Terms of Reference, the TDR Members agree to be bound by the terms of the service. Only customers of TDR Members can lodge disputes under the TDRS process.
Customer Complaints Code
The purpose of the Customer Complaints Code is to set out the principles and processes for Customers to make a Complaint and the handling of those Complaints/Disputes by TDR Members and the TDR Agent.
The purpose of the Customer Complaints Code is to:
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Improve TDR Members’ internal Complaints resolution processes to assist with early resolution of Customer Complaints.
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Ensure that Customers have access to an effective independent dispute resolution mechanism to address issues where the Customer is not satisfied with the outcome from their TDR Member’s internal Complaints handling or dispute resolution process in relation to a Customer Complaint.
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Facilitate the resolution of Customer Complaints relating to Telecommunications Services in New Zealand through practices that are fair and equitable and are consistent with the purposes and provisions of the Telecommunications Act (2001) and any of its current or future amendments.
Customers and TDR Members must follow the processes set out in the Code for resolution of a Customer Complaint before a Customer can take a Complaint to the TDR Agent.
The TDR Agent has prepared this diagram of the processes set out in the Code to assist understanding of the steps and timeframes involved once a complaint can be taken to the Scheme for a resolution.
More about the TDR Regime
The Telecommunications Dispute Resolution Scheme is open to all providers of telecommunication services and with the appointment of the Scheme Agent, the TCF will be approaching non-TCF members and all TCF members to invite them to become formal signatories to the Scheme.
If you are a service provider who is interested in joining this scheme, visit http://www.tdr.org.nz or contact the Forum Administrator for more information.
Scheme Members
The organisations listed under 'Signatories to this Code' below have signed the Scheme Deed Poll to become a member of the Scheme.