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Topic # 17330 21-Nov-2007 16:38
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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.

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BDFL - Memuneh
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  Reply # 96246 21-Nov-2007 17:12
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Do ya watch Family Guy?

 
 
 
 


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  Reply # 96258 21-Nov-2007 18:55
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i do and lots and lots and lots of people do...around the world....





Do whatever you want to do man.

  

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  Reply # 96262 21-Nov-2007 19:21
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The way you describe it it sounds like the customer can keep escalating their complaint with each step they escalating the Telco being hit with some sort of fine. This is not actually the case, sure the participating Telcos in effect pay for the arbitration and other costs associated in being a signatory but they are not fined for the complaint being escalated as such.

Outcomes do not have to include financial reimbursement either, there are a range of outcomes possible and of course one of these is that finally there is a ruling in the Telcos favor for nothing to happen if they are not at fault. There is not ad infinitum esculation until the customer gets the result they want.



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  Reply # 96278 21-Nov-2007 20:53
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Yeah well I forgot to mention that bit.  I have hardly slept for days. And who doesn't watch Family Guy??

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  Reply # 96279 21-Nov-2007 21:06
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I would if it was funny

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Reply # 96283 21-Nov-2007 21:32
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bradstewart: I would if it was funny


ROFL

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  Reply # 96492 23-Nov-2007 01:28
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Great, so we get the MTA of the ISP world, whose sole duty is to frustrate people on their initial attempts to resolve problems, which you have to do before taking matters to the disputes tribunal.




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  Reply # 96494 23-Nov-2007 02:39
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Haha, thats rather cynical - I wont comment either way however :)

It was this or regulation.

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  Reply # 96592 23-Nov-2007 16:19
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richms: Great, so we get the MTA of the ISP world, whose sole duty is to frustrate people on their initial attempts to resolve problems, which you have to do before taking matters to the disputes tribunal.


wrong - previously this is what isps have been doing. Now the complaint HAS TO BE resolved within a set period of time or it goes to a diputes type tribunal

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  Reply # 96661 23-Nov-2007 23:48
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No, previously you sent a complaint to the ISP, it didnt get resolved and then you lodges with the disputes tribunal.

now, you will have to deal with the industry appointed people, who will just drag things out and make it really hard. It works for MTA and master builders, and now we will see the same thing here. Making people give up thru frustration. If you take a car dealer to disputes and they are an mta member, the disputes people want to know why you havent gone thru the mta, now we have the same for internet. I would love to be proven wrong, but all the other industry bodies that oversee their own are oldboys club type situations, law societys and car dealers being the worst.




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