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Rise in TDR cases reflect telecommunications' greater role


Thursday 1st October 2015

Rise in TDR cases reflect greater role telecommunications services play, says TCF

The New Zealand Telecommunications Forum (TCF) welcomes the Telecommunication Dispute Resolution (TDR) scheme Annual Report, despite it indicating an increase in complaints received by the scheme during the past year.

A greater awareness of the scheme amongst consumers along with an increase in usage of telecommunications services in modern society explain why numbers have risen, says the TCF.

The TDR Scheme provides an efficient and independent way for consumers - as well as member companies - to resolve customer disputes.According to the TDR’s latest annual report, the number of complaints received during the past year totals 188 – up from 60 in the previous year.

Geoff Thorn, CEO of the TCF, comments: “In New Zealand, we have approximately five million telecommunications connections which require almost constant connectivity for purposes such as banking, communication, education, social media and more.

“It’s no surprise that some users require ‘high touch’ customer service; the services our industry provides are far reaching,” Thorn adds.

Many of the cases put forward to the TDR are on the recommendation of member companies, rather than a private individual.

Thorn says: “The TDR scheme is valued just as much by members as it is by the public. Wherever possible, the service provider will pull out all the stops to do the right thing by the customer. If that fails, the next step is to involve the TDR which can provide that all-important unbiased view.”

He also points out that the industry is in the midst of its largest investment to date - UFB rollout - enabling New Zealanders to access a world-class telecommunications infrastructure rivalling many of New Zealand’s OECD counterparts.


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