The purpose of the Code is to establish nationally consistent standards that deliver a good customer experience by the New Zealand telecommunications industry when communicating, installing and connecting a new residential Fibre Fixed Line Access Service (FFLAS) to a customer.
“We identified that for some consumers having fibre installed was a frustrating and complicated experience as it is a complex process with multiple parties involved,” said Geoff Thorn, CEO of the TCF.
“The TCF has put the consumer at the centre of process when developing the code, as we feel that it is necessary to ensure that it is simple and easy for New Zealanders to upgrade to fibre in order to enjoy the benefits that are available.”
In addition to improving the installation process, the Code also outlines the key information that needs to be shared with consumers to ensure that they can make informed choices and are educated about the installation process.
“The positive thing about the code is that New Zealand’s internet service providers, fibre companies and technicians have already adopted most of the practices outlined in the code, so this process is more about formalising the standard.”
There is a large demand for fibre services after the Government initiative which aims to see Ultra-Fast Broadband delivered to 87 percent of New Zealanders by 2022.
The TCF is now seeking public submissions on the code until Friday, 31st May 2019. A draft copy of is available here. The finalised code is expected to be in force by the end of the year.