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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.


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

Code type: Voluntary Code
Document version: 1st edition. March 2016.

Public Consultation on Amended Code

The TCF has completed a review of the 2016 Code. The draft amended Code is issued for public consultation.

You are invited to review the amended Code and provide your feedback. Closing date for submissions is 5.00 pm, Friday 28 February 2020.

Please send your submission via email to me at or post it to:

New Zealand Telecommunications Forum, P O Box 302469, North Harbour, North Shore City 0751.

Please note that unless stated otherwise, all submissions will be regarded as public and will be published on the TCF website.


Signatories to this Code

Looking for something else?

Customer Transfer - Regulated services

Code for the transfer of regulated telecommunications services

Find out more

Service Provider Contacts

Service provider contact information for managing transfers

Find out more

UFB Partners

See who the Local Fibre Companies (LFC) are.

Find out more

Last Modified On Tuesday, 28 January 2020