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The TDRS helps consumers resolve complaints about their telecommunications services.

What it is

The Telecommunications Dispute Resolution Scheme (TDRS) is provided by the TCF. It comprises of a Terms of Reference (ToR) for oversight of the scheme by the TDRS Council, and the Customer Complaints Code which sets out principles processes for making a complaint and handling of complaints by the independent Scheme Agent, Fair Way Resolution.

The TCF Customer Complaints Code (the Code) is a mandatory code for TCF members and voluntary for non-TCF members. 

TDRS Review

The Commerce Commission is required to review the TDRS at least every three years. The first review was conducted in 2021 and final recommendations for improvement of the Scheme were published on 11 November 2021.

The TCF is leading a project to implement the Commerce Commission’s recommendations.  The programme of work includes changes to Scheme governance and ToR, and a full review of the Code.

The review builds on the Commission’s findings that most consumers who interact with the Scheme experience early resolution of their disputes. 

Project

The Commerce Commission has published its review findings in its final report to the TCF.

Below sets out the phased approach to implementing the recommendations.


Project Status

A project scope has been approved.

Interim changes to the Customer Complaints Code have been finalised.

Conflict of Interest statement

The TCF has appointed Cameron.Ralph.Khoury (CRK) to provide advice on improving Scheme governance. CRK previously provided expert advice into the Commerce Commission review. The TCF and CRK have taken actions to avoid perceived or actual conflict of interest arising from CRK’s involvement in the Commission review and subsequent engagement by the TCF for this project.

Working Party Members

  • TCF
  • TDRS Council
  • Fair Way Resolution
  • 2degrees
  • Chorus
  • DTS
  • Enable Networks
  • NOW
  • Primo
  • Sky Broadband
  • Spark
  • TNZ
  • Trustpower
  • Tuatahi First Fibre
  • Vocus
  • Vodafone
  • VoIPLine Telecom
Last Modified On Monday, 3 October 2022