Glossary

Definitions to the technical words and terms that are used on this website.
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Although we have tried to explain the Telecommunications Dispute Resolution (TDR) service as simply as possible, there are still some technical words and terms that are used on this website.

Adjudication

The term used when a dispute goes to The Investigation & Resolution phase and is reviewed by an adjudicator. An adjudicator will make a final decision about the dispute, which is binding on the telecommunications company.

Adjudicator

Adjudicators are professional, independent people who are skilled in advanced legal and statutory interpretation, analysis and reasoning. Adjudicators deliver fully reasoned written decisions, which are binding on TDR Members.

Broadband

Broadband refers to high-speed internet access. The most common broadband technologies available are fibre, adsl/vdsl, cable (hybrid fibre-coaxial), fixed-wireless and satellite.

Complaint Resolution Practitioner (CRP)

The Complaint Resolution Practitioner (CRP) is the independent person who works with the parties to resolve the dispute during the Investigation & Resolution phase. The CRP may use a range of different dispute resolution techniques (such as mediation, conciliation or adjudication). This person cannot be called a 'conciliator', 'mediator' or an 'adjudicator' as they may perform a range of roles in the same process.

Conciliator

The formal name for the person who acts as a mediator in a dispute, to help with the discussions between a customer and the telecommunications company.

Deadlock

When a complaint has been raised with a telecommunications company and has come to the end of the company's internal complaints procedure without being resolved, or when it's been six weeks or more since the customer contacted the company and the customer still doesn't have a resolution they are happy with, whichever comes first. A customer can only bring in their complaint to TDR once a situation has reached deadlock.

Dispute Summary

The written report of a dispute that details all of the negotiations between a customer and a telecommunications company.

Facilitator

The formal name for the people that customers deal with when they make a complaint to TDR.

Jurisdiction

The areas of dispute that TDR can look at. There are some areas of telecommunication service that TDR can't investigate, such as pricing, network coverage and 111 calls.

Mobile

Mobile refers to mobile networks that are used for voice and data communications through wireless transmission technologies. Mobile services allow customers to make calls, send texts and access broadband to and from a mobile [cellular] handset when in range of a wireless transmission signal.

Mobile Network Operator (MNO)

A MNO is an operator that owns or controls all the elements necessary to deliver mobile services to consumers, including radio spectrum and the wireless network infrastructure.

Mobile Virtual Network Operator (MNVO)

A MNVO is an operator that provides mobile services but does not generally have its own radio spectrum or much of the infrastructure required to provide mobile services. It therefore relies on buying services from an MNO. The amount of control it has over the services it offers will vary according to the nature of its agreement.

Scheme Agent

The company appointed by the NZ Telecommunications Forum to implement the TDR Scheme. FairWay Resolution is currently the Scheme Agent.

Telecommunications Service Provider

Any company that supplies customers with telecommunication services. This can include land line telephones, internet, mobile phones (both pre-pay and customers who have mobile phone accounts), data, the delivery of television content, etc.

Voice service / Home phone/ landline

Voice services, home phone and landline are all commonly used terms to describe calling services delivered through a non-mobile device. Voice services can be delivered either over a traditional public switched telephone network (PSTN) or a digital network referred to as voice over internet protocol (VoIP).