Geekzone: technology news, blogs, forums
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.

BDFL - Memuneh
58117 posts

Uber Geek
+1 received by user: 9641


Topic # 73394 13-Dec-2010 17:13
Send private message

The Telecommunications Carrier's Forum has conducted a review of the TDR and is now seeking submissions on a proposed amended code:

Amended Customer Complaints Code released for public consultation

The Telecommunications Dispute Resolution Scheme (‘TDR’) has undergone its scheduled 2-yearly review. Completed in June, the review has resulted in a number of recommended improvements to the service and to the guiding Customer Complaints Code. The draft amended code is now being released for public consultation. The deadline for submissions is 1 Feb 2011, with the improvements expected to be fully implemented by mid-year.

A significant feature of the amended code is a new complaints process that will allow for a more streamlined and speedy resolution of customer complaints.

Introduced in November 2007, the TDR is an independent service for residential and small business consumers who are unable to resolve a complaint with their telecommunications provider. It is, for consumers, a free service that can be used by anyone whose telecommunications company is a member of the TDR scheme.

TDR Council Chair and prominent consumer advocate David Russell has welcomed the recent efforts on the review. The improvements as proposed, he said, will clearly be beneficial to consumer and industry confidence in the service.

Changes include the introduction of ‘position statements’, which detail common areas of dispute and how these should be treated. The introduction of the statements will allow for  faster complaint resolution and will provide consistency between complaints with a common background. A new complaint process is also recommended Complaints will be clearly-defined early on, allowing the resolution phase to focus on just that: resolution.

Mr Russell said ‘a number of clumsy and time-consuming steps will be removed from the dispute resolution system.’ He suggests that this will provide greater certainty for telcos and their customers.

 ‘Any dispute resolution scheme can only be as good as its processes and while we have provided a robust service up until now we think we can do better.  This year’s review has provided the impetus and direction to this end’, said Russell.

He said that it was vital to have consumer and industry confidence in every step of the process and that the work carried out over the past few months has produced a code that addresses shortcomings in the scheme.

‘We were aware of chinks in the TDR scheme and we have fixed them’.

‘However, let’s not forget that at just 3 years in operation, the Scheme had to move from infancy to maturity. This has been a considerable challenge.  We have been under not only consumer and industry scrutiny but also the political spotlight. ’

Of the improvements featured in the amended Code, the most significant is a new complaints process. The existing system required consumer complaints to fit within a stepped, inflexible process. The proposed process allows the dispute resolution agency to select the tools it considers to be most appropriate to achieve the best result for the parties involved.

Telecommunications Carriers’ Forum CEO David Stone echoed Mr Russell’s comments, acknowledging the efforts of all those involved with the review and its subsequent recommendations.

‘Many people have been involved with this year’s review. The improvements as proposed are clearly indicative of the attention being given to consolidating an independent service that consumers and their telecommunications providers can rely on.

‘Consumers are being listened to, and the industry is certainly supportive of a dispute resolution service that can and will achieve what it sets out to.’

‘I do,’ he said, ‘urge all interested parties to contribute to the public consultation process on the Customer Code amendments.

‘I’m very pleased to be closing out the year with such good progress on this important initiative. The pivotal role of the TCF in advancing improvements to the TDR and the Code are once again testament to our commitment to the industry and its consumers, and to ensuring our continuing lead input into industry-critical issues’.  

View the amended Code on the TCF website:

Create new topic
3854 posts

Uber Geek
+1 received by user: 142

  Reply # 418851 18-Dec-2010 15:35
Send private message

That's a truck load of info! 39 pages in the policy?

I've emailed them asking them for more info on the scope of the problem. Can't see much point in reading 40 pages if there's only 100 pplz complaining a year.


Promote New Zealand - Get yourself a domain name!!!

Check out mine - -

3854 posts

Uber Geek
+1 received by user: 142

  Reply # 421365 24-Dec-2010 15:47
Send private message

I sent of a quick email and got told that there's only ~4.5 complaints a day.

We see far more postings on GZ and faults reported... is it worth even taking the time to put in a submission or focus on just helping people more on these forums and doing more to market awareness that the forums exist?


Promote New Zealand - Get yourself a domain name!!!

Check out mine - -

Create new topic

Twitter »

Follow us to receive Twitter updates when new discussions are posted in our forums:

Follow us to receive Twitter updates when news items and blogs are posted in our frontpage:

Follow us to receive Twitter updates when tech item prices are listed in our price comparison site:

News »

Security concerns reach new peak, Unisys Security Index
Posted 27-Jun-2017 14:11

Behind Spark’s slow-burn 4.5G plan
Posted 26-Jun-2017 16:23

Red Hat unveils production-ready open source hyperconverged infrastructure
Posted 23-Jun-2017 22:10

Whatever ailed Vodafone broadband … seems to be fixed
Posted 23-Jun-2017 14:10

VMware NSX Meets Stringent Government Security Standards with Common Criteria Certification
Posted 22-Jun-2017 19:05

Brother launches next-generation colour laser printers and all-in- ones for business
Posted 22-Jun-2017 18:56

Intel and IOC announce partnership
Posted 22-Jun-2017 18:50

Samsung Galaxy Tab S3: Best Android tablet
Posted 21-Jun-2017 12:05

Wellington-based company helping secure Microsoft browsers
Posted 20-Jun-2017 20:51

Endace delivers high performance with new 1/10/40 Gbps packet capture card
Posted 20-Jun-2017 20:50

You can now integrate SMX security into Microsoft Office 365, Google and other cloud email platforms
Posted 20-Jun-2017 20:47

Ravensdown launches new decision-making tool HawkEye
Posted 19-Jun-2017 15:38

Spark planning to take on direct management of all consumer stores
Posted 19-Jun-2017 10:03

Qrious acquires Ubiquity
Posted 14-Jun-2017 12:21

Spark New Zealand prepares for 5G with Nokia
Posted 14-Jun-2017 12:16

Geekzone Live »

Try automatic live updates from Geekzone directly in your browser, without refreshing the page, with Geekzone Live now.

Are you subscribed to our RSS feed? You can download the latest headlines and summaries from our stories directly to your computer or smartphone by using a feed reader.

Alternatively, you can receive a daily email with Geekzone updates.