Consumer service standards for customer care
What it is
This Code sets out the minimum standards of practice that providers must deliver when engaging with consumers.
Scope
Providers must publish a customer care policy that includes:
- Minimum standards of practice
- A complaint handling process
- Information on how a complaint can be escalated to the Telecommunications Disputes Resolution (TDR) scheme
Who it applies to
- All TDR Scheme Members (including TCF Members)
Who it affects
- Customers who are customers of TDR Scheme members
Code status
Code type: Mandatory code
Document version: 1st Edition July 2023
Signatories to this Code
- 2degrees
- AWACS
- Chorus
- Connexa
- Devoli
- Electric Kiwi
- Enable Networks
- Fortysouth
- Kordia
- Mercury
- Northpower Fibre
- Nova Energy
- NOW
- One NZ
- Primo Wireless
- Sky Network Television
- Spark
- Symbio
- Tuatahi First Fibre
- Unison Fibre
- Vector Fibre
- VoIPLine Telecom
Looking for something else?
How to join
Information for Service providers on how to join the TDR Scheme.
Complaints information for consumers
TDR offers a free independent service to residential and small business customers of telecommunications companies.
How the TDR Scheme Works
Read about the governance structure of the Telecommunications Dispute Resolution scheme.
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