Telecomms disputes resolution - NZ a world leader?
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Posted Thu 30 October 2008 @ 12:09 p.m. by Ernie Newman
I've spoken on here a few times about TUANZ's very positive view of the Telecommunications Disputes Resolution Service and accompanying industry code of practice on complaints handling - both developed by the TCF with active support from TUANZ.
My perspective was reinforced a couple of weeks ago at the APECTel meeting, at which I moderated a session on Stakeholder Engagement and Consultation. My part dealt specifically with mechanisms for handling consumer complaints. (Check out page 5 of this report if interested in the detail.)
It quickly became obvious that New Zealand is right at the leading edge in this space. In most countries when telecommunications consumers get frustrated enough to complain to “the government,” the regulator is the hapless recipient. In a few cases the regulator has a whole lot of regional offices specifically to deal with these, but more commonly there is no prescribed process, nor any resource to deal with them. Complaints often just disappear into limbo.
Complaints in utility infrastructure industries are different to those in most other businesses. Utilities, especially telecommunications, are a fundamental requirement of peoples' lives and well being. There is a big imbalance, both perceived and real, between the negotiating strength of customer and supplier. And increasingly as traffic crosses several networks, situations arise where a customer is unclear which of several service providers a complaint should be addressed to.
We're lucky here. We've got a professional, prescribed process both for complaints handling and disputes resolution, and the ability of an arbitrator to make binding decisions in favour of consumers. All of that comes at the cost of the industry through a very cost-effective delivery model. Carriers and TCF - take a bow!
Categories: Fixed line carriers | Innovation | ISPs | Regulatory | TUANZ policy | Wireless carriers