Watchdog expects retail telecom service issues to be resolved

The Commerce Commission wants to see an improvement in the quality of retail services offered by the telecommunications industry.

Telecoms Commissioner Tristan Gilbertson said a consumer survey indicated the problems were far-reaching and spanned all stages of the telecommunications service lifecycle, from advertising, marketing and engagement, to billing and customer service, closing accounts and switching suppliers.

“Competition continues to deliver a range of benefits to telecom consumers in New Zealand, but it hasn’t solved all the retail quality of service issues that matter to consumers,” he said.

The commission was already working with industry to improve its services, he added.

“We all have a lot of work ahead of us in this area, but we are off to a good start in terms of industry engagement, and I look forward to seeing the attention and necessary resources applied to this work by suppliers. telecommunications to ensure its success.

Gilbertson said the commission has new powers to make changes.

The Telecommunications Forum, representing the industry, said it welcomed the commission’s survey, which showed that 78% of respondents were satisfied or very satisfied with the service they received.

“The report shows that the industry is meeting or significantly exceeding customer expectations and given the importance placed on the role telecommunications plays in our economy and society, it is very pleasing to hear,” said the director. general of the forum, Paul Brislen, acknowledging that there were some areas. where the industry could do better.

Submissions can be made through the commission’s website by October 15.

Consumers were also able to provide feedback via the commission’s website and social media.