Ensuring a positive customer experience when transferring a fibre service between service providers
What it is
The Customer Transfer Code for Fibre (the Code) specifies the transfer process and supporting behaviour that service providers and Local Fibre Companies (LFCs) must adhere to when facilitating a transfer of a customer’s fibre telecommunications services in New Zealand.
Purpose
The purpose of the Code is to ensure a positive customer experience when they request to transfer their fibre services between service providers in New Zealand.
Who it applies to
This Code is applicable to service providers and LFCs who participate in the transfer of fibre telecommunications services.
It is not intended to impact on other parties who do not have obligations under this Code.
Who it affects
New Zealand telecommunications customers who request to transfer their fibre telecommunication service/s from one service provider to another.
Services covered by this code
This code applies to the transfer of fibre services between service providers that are delivered by a Local Fibre Company.
What it doesn't cover
- Porting of local, mobile or toll-free numbers
- Transfer of mobile phone service
- Transfer of telecommunications services regulated under the Telecommunications Act 2001
- Transfer of wholesale fibre services between Local Fibre Companies
Code Status
This Code is currently being reviewed. The amended Code was issued for public consultation in February 2020, no submissions were received.
The amended Code is expected to be published by end 2020.
Code type: Voluntary Code
Document version: 1st edition. March 2016.
