Story image

NZ Telco Forum responds to ComCom report complaint numbers

29 Nov 2018

The New Zealand Telecommunications Forum (TCF) is calling for more detail in the Commerce Commission’s Consumer Issues Report, so Kiwis can gain a clearer picture of how different industries perform relative to the size of their customer base.

The 2018 Consumer Issues Report, released today, states telecommunications continues to be the most complained about industry, despite the number of Fair Trading complaints received about the industry decreasing by 3% this year, and the number of active connections across the industry increasing.  

With approximately 8.2 million telecommunications connections, the number of complaints per customer remains relatively low across the industry.

TCF Chief Executive Geoff Thorn said it’s important for the Commission to provide deeper analysis of annual complaints.  

Using raw complaint numbers does not provide an accurate picture of the improved performance of the industry.

“Beyond the raw numbers, we think the Commerce Commission should compare the proportion of complaints relative to the size of the industry, to give greater context to the report’s findings.”

When compared with overseas data, the annual number of complaints and enquiries received by the industry complaints body, Telecommunications Dispute Resolution (TDR), as a percentage of connections across the industry, is substantially lower than similar services received in other jurisdictions, such as Australia and the UK.

Overall, data shows New Zealand is well served by its telecommunications industry, with the cost of services for consumers decreasing year-on-year, and ongoing investment in infrastructures such as Ultrafast Broadband (UFB) and mobile networks remaining at one of the highest rates in the OECD.

“As an industry, we are aware that we can be doing better in certain areas, and we are working behind the scenes to improve customer service” says Thorn.

“The complexity of communications services, and the reliance customers place on connectivity, means we constantly strive to provide better and more consistent services across the industry. We take consumer complaints very seriously and work towards improvements in the areas identified by thorough complaints analysis.

“The TCF welcomes the publication of all data on complaints and enquiries. However, we would like to see any published reports, including the Consumer Issues Report, adjusted by industry size, to give a more accurate and fair view of the industry’s performance.”

How big data can revolutionise NZ’s hospitals
Miya Precision is being used across 17 wards and the emergency department at Palmerston North Hospital.
Time's up, tax dodgers: Multinational tech firms may soon pay their dues
Multinational tech and digital services firms may no longer have a free tax pass to operate in New Zealand. 
Spark’s new IoT network reaches 98% of New Zealand
Spark is the first company to confirm the nationwide completion of a Cat-M1 network in New Zealand.
WhatsApp users warned to change voicemail PINs
Attackers are allegedly gaining access to users’ WhatsApp accounts by using the default voicemail PIN to access voice authentication codes.
Robots to the fore – Key insights for New Zealand Business into RPA in 2019
From making artificial intelligence a business reality to closer ties to human colleagues, robotic process automation is gearing up for a strong 2019.
50 million tonnes of e-waste: IT faces sustainability challenges
“Through This is IT, we want to help people better understand the problem of today’s linear “take, make, dispose” thinking around IT products and its effects like e-waste, pollution and climate change."
Vocus & Vodafone unbundle NZ's fibre network
“Unbundling fibre will provide retail service providers with a flexible future-proofed platform regardless of what tomorrow brings."
IDC: A/NZ second highest APAC IoT spenders per capita
New IDC forecast expects the Internet of Things spending in Asia/Pacific excluding Japan to reach US$381.8 Billion by 2022.