Telco Dispute Resolution service charts big spike in complaints
UFB install gripes help fuel a 35% increase in inquiries to 2619.
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Hawke’s Bay
The Telecommunications Dispute Resolution service’s annual report reveals a big spike in complaints by customers of phone companies and ISPs.
For the year to June 30, the service received 2619 inquiries, a 35% increase over the previous 12 months.
It’s also the highest level of complaints since the TDR was set up in 2007
The report identifies one “systemic” or industry-wide issue behind the surge. Unsurprisingly, it’s complaints about fibre installs under the Ultrafast Broadband rollout. Chorus, which is responsible for the lion’s share of the UFB, has been constantly in the gun over delays, poor communication and, at times, shoddy work.
Chorus says its hiring more UFB contractors, although it faces a skills shortage.
TDR chairman David Russell says a procedure for resolving complaints would help, but adds that telecommunications companies also have to be realistic with the timeframes they provide customers.
The TDR, backed by the Telecommunication Carriers Forum, was set up to independently resolve complaints.
It’s day-to-day work (free for complainants) is carried out by staff at Crown-owned FairWay, who work in disputes resolution across a number of industries.
If you’ve got a complaint you can’t resolve after talking to your phone company or ISP, hit www.tdr.org.nz or call 0508 98 98 98.
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Telco Dispute Resolution service charts big spike in complaints
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