Independent review of TDR

Monday, August 30, 2021

Telecommunications Dispute Resolution (TDR) is a free and an independent service that helps consumers resolve complaints with their phone and internet providers.

The Commerce Commission is required to review the TDR every three years. Their first review was undertaken recently, and a draft report has been shared for consultation. The report was compiled by consultants from Cameron. Ralph. Khoury (CRK).

“TDR welcomed the review and actively participated in the process. It’s important that consumers have access to a free and effective dispute resolution service. This independent review provides a great opportunity for TDR to learn, to grow and improve our service,” said Jeanie Robinson, Operations Manager for TDR.

Key themes

The draft report includes a number of recommendations around the scope of the scheme and recommends expanding the areas that TDR can assist consumers with. It recommends some governance changes to ensure the independence of the TDR Council. It also identifies consumer awareness as a key focus area.

Next steps

The Commerce Commission are currently seeking feedback on the recommendations set out in their draft recommendations report, as well as how quickly they should be implemented. Feedback is due by 5pm, Monday 27 September 2021.

“TDR will submit feedback as part of the consultation process. We look forward to receiving the final report later this year and making progress on the initiatives identified. Consumer awareness is an area we have prioritised and already have plans in place for an upcoming campaign later this financial year,” Jeanie explained about TDR's next steps.  

You can find more information here - https://comcom.govt.nz/regulated-industries/telecommunications/projects/2021-review-of-the-telecommunications-dispute-resolution-scheme?target=documents&root=250383