Just came back from a training module on the new complaints framework for the New Zealand tellecommunications industry. Its cleared for public blurbing, as the aim is to let people know all about it.

Basically, all ISPs (well lots anyway, including Telecom, Vodyfone, Callplus, la la) are joined into this programme to provide customers with a unified process for having complaints resolved. There is an independent company, paid for by the ISPs, telcos, carriers etc, which customers can refer to if need be, or if an ISP can't handle a complaint. This is Dispute Resolution Services.

The new system basically goes like this:
Customer calls up and complains, or they need to call up more than once, or are annoyed, etc. - almost anything - will get entered into a database and the customer is given a reference number.

It goes through the usual ISP complaints procedure, and if its not resolved after 6 weeks then it goes to Disputes Resolution Services. It goes through various stages, each of which cost the ISP/telco more and more until the complaint is resolved.

In short, this is a good thing for consumers, and even telcos, as this can be used to provide information on where there are problems to be fixed. I can't recall the date that it comes into play, but Telecom is jumping on board early and the process will be available to Telecom customers from November 30.

If you have any questions, consult my toilet.