Customer Transfer Code Review

Introduction

The Customer Transfer Codes for regulated and non-regulated telecommunication services govern the transfer of a customer’s telecommunications services between service providers to ensure a seamless transition resulting in a high quality, uninterrupted service.

Background

In 2006 the TCF finalised two Customer Transfer Codes, one for regulated services and one for self-regulated services. The regulated code was approved by the Commerce Commission on 12 October 2006; and the self-regulated code was endorsed by the TCF on 3 November 2006. These two Codes are substantively the same in terms of the obligations that they place upon parties.

In 2008, in accordance with the TCF’s minimum two (2) year code review policy, TCF members, parties to the regulated Code and subscribers to the TCF Broadsheet were invited to review the Codes and evaluate whether or not changes should be made.

The revised Regulated version of the Customer Transfer Code (dated 4 July 2011) was issued for referendum in August 2011. The TCF is in the process of preparing a submission for the Commerce Commission to have the revised Code approved.

Revised Code

Below is a summary of the key changes between the 2006 version of the Customer Transfer Code and the new, July 2011 draft Customer Transfer Code.

1. Terminology - Change in terminology for parties in the supply chain.
2. Compliance – Inclusion of process for notifying any default in compliance with the Code.
3. Conduct – Addition of section on general conduct with respect to customer authorisation.
4. Basic standardization – New requirement for each organisation to provide a generic, organisation group email address for provisioning and other standard communications. This removes an earlier issue identified where a person left the company, and the emails did not get to the right contact.
5. End Customer Contact – Minor changes expanding on when the Losing Retail Service Provider (RSP) may contact the End Customer to support a seamless transfer; or to ensure that the End Customer is aware of any outstanding commercial obligations to the Losing RSP.
6. Communication Between Service Providers – New section added to facilitate improved communication between providers to help deliver a more seamless customer transfer.
7. Invalid Transfers – Additional detail provided for addressing invalid transfers.
8. Rejection Codes – Updated list of rejection codes provided.
9. Process Map – Overview diagram showing the process for simple transfers.

Related Information

• View a comparison between the 2006 and 2011 versions of this Code.
• Customer Transfer Code - Draft 4 July 2011
• Combined Project Proposal and Scope for Amendments to Customer Transfer Code - 21 Aug 2008
• Current versions of the approved Customer Transfer Codes are available in the Codes & Guidelines section of the website.

Working Party Establishment

This working party was established in September 2008.