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Commerce Commission seeks consumer input for better telco services

Commerce Commission seeks consumer input for better telco services

Monitoring and reporting on telecommunications retail service quality is one of eight focus areas for the commission in 2019/20

The Commerce Commission will seek input from consumers to help it prepare reports on telco service quality that will enable consumers to make more informed choice of services and providers.

The move was announced by Commerce Commission chair Anna Rawlings in her opening address to the commission’s 2019 Competition Matters conference in Auckland.

“We will be monitoring and reporting on telecommunications retail service quality to help consumers choose the best services and providers for them, taking into account factors such as customer service, billing, speed and performance,” she said.

“This includes seeking feedback from consumers to help us identify what information we should collect and publish to help them compare the quality of services from different providers.”

She said monitoring and reporting on telecommunications retail service quality is one of eight focus areas for the commission in 2019/20.

“[These are areas] we have identified to target this year, which are important to everyday life and the economy.”

Rawlings said the commission had started publishing these focus areas two years ago “as part of a commitment to greater transparency and increasing understanding of what we do.”

Focus on fibre

In telecommunications it will also focus on new upfront regulatory rules for fibre broadband services.

“We will be consulting on and finalising decisions on the new input methodologies for fibre broadband services, which will ultimately affect the price and quality services for homes and businesses across New Zealand,” Rawlings said.

In addition, Rawlings said the commission had recently set up a fibre consumer focus group to help with its work on consumer credit issues.

“[The group is] made up of representatives of interested groups that tend not to have the resources available to make detailed submissions on our consultation documents.

“The idea is to take that burden off them and get together, discuss issues, hear their views then write up the discussion which forms a submission.”


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