The telecommunications industry welcomes the Commerce Commission’s Improving Retail Service Quality: Switching Issues Paper which looks at consumers’ ability to switch telecommunications providers and services.
Paul Brislen, CEO of the New Zealand Telecommunications Forum, says the sector is one of the easiest for customers to move around in, noting the Commission has recognised the number of consumers who are satisfied with their service and their provider do not look to switch.
“We believe changing telecommunications providers is a relatively straightforward process and the Commerce Commission’s own data shows that as well. The Commission’s report1 shows only 4% of mobile customers and 5% of broadband customers were dissatisfied with their switching experience.
“However, we are always willing to consider streamlining our processes where needed and we welcome the opportunity to have a closer look at any barriers the Issues Paper has identified for consumers.”
The industry has a number of processes in place to ensure customers can transfer easily between providers when they choose to. The TCF industry switching codes for copper and fibre services set out clear requirements providers must meet when switching their customer’s service.
“Customers can move between mobile providers thanks to our number portability regime, and robust competition between retailers means the broadband market has never been more competitive. Most mobile plans are open term which also means that barriers to switching are low, but we are always looking for ways to improve competition in the market”
The TCF will be reviewing the Issues Paper to consider improvements to the switching processes across mobile and broadband services. The industry is committed to ensuring customers have a seamless experience when changing either their provider or their service.
