TUANZ asks government to mandate telcos/ISPs join Dispute Resolution Services

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freitasm

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#72927 5-Dec-2010 09:26

It seems Slingshot is getting cornered - too many customers complaining about quality of services or customer service received.

TUANZ has called the Hon Steven Joyce, Minister of Communications, to the task, by asking the government to make it mandatory telcos and ISPs join the TDRS. According to their blog it's time to get serious about dispute resolution:

"What is lacking is a clear direction on funding for the scheme. TUANZ is fed up. We're fielding calls from disgruntled (mostly Slingshot) customers, on a regular basis. They're not covered and they've got nowhere to go."

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webwat

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#413197 5-Dec-2010 22:34

If Slingshot still claim to have won the TUANZ award, why don't TUANZ just send them a bill for membership -- otherwise request ComCom to investigate misleading advertising.

Time to find a new industry!

freitasm

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#413204 5-Dec-2010 22:41

You are getting confused between TUANZ and the DTR.

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#413456 6-Dec-2010 13:58

In Australia membership to the TIO (similar to the TDR) is compulsory for ISP's.

The way they have set it up is the TIO is self funded so whenever the TIO finds the ISP at fault the ISP must pay the TIO a fine.

After a few years ISP's are now complaining that there is a perverse incentive at play where the TIO skips through due process and always finds the ISP at fault so they can get paid.

http://www.computerworld.com.au/article/339067/exetel_threatens_tio_lawsuit/

Basically huge care needs to be taken when making something like this compulsory or in the end down the line consumers will pay for it in higher prices.

So my questions would be how is the TDR funded and who's going to do dispute resolution for disputes between the TDR and the ISP?