Independent review of TDR - final report

Thursday, November 11, 2021

The Commerce Commission today released a final report which outlines their recommendations following an independent review of Telecommunications Dispute Resolution (TDR).

The report includes recommendations around the scope of the scheme, process improvements, and governance changes to ensure the independence of the TDR Council. It also identifies consumer awareness as a key focus area. You can find a copy of the report here.

“We would like to thank everyone who provided feedback on TDR and who participated in the review process and consultations. We would also like to acknowledge the Commerce Commission and the team at cameron. ralph. khoury (CRK) for their research and for sharing their recommendations on how to improve TDR. This will enable TDR to improve and empower us to help even more Kiwis with their phone and internet issues,” said Jeanie Robinson, Operations Manager for TDR.

Working group

Following the release of the Commerce Commission’s draft report in August, which outlined key themes from their findings, a working group was established by the New Zealand Telecommunications Forum (TCF). The working group includes members of the TDR team along with representatives from the TDR Council and TDR Scheme Members.

A programme of activity has been initiated, starting with some internal changes within TDR that can be implemented quickly. Over the coming 12 weeks, TDR will be focusing on updating our process managing enquiries and complaints, publishing determinations and position statements and work on our upcoming marketing initiative for 2022.

Next year

While some recommendations can be quickly implemented, others will require additional scoping and more complex changes. In 2022, TDR will commence a longer-term programme of work.

Some of the recommendations will require amendments to the Customer Complaints Code which will be led by the TCF. 

“We are looking forward to working closely with the telecommunications industry on this important programme of work. Even the smallest changes can have big impacts, so we hope to see some meaningful improvements and efficiencies for consumers,” said Jeanie.

More information

You can find out more about the review and final report on the Commerce Commission’s website:

https://comcom.govt.nz/regulated-industries/telecommunications/projects/2021-review-of-the-telecommunications-dispute-resolution-scheme?target=documents&root=250385