KEY POINTS:
Disgruntled phone and internet customers will soon have an independent complaints system to turn to.
By the end of the year, consumers unhappy with the way a complaint is handled by their phone or internet company will be able to take problems to a disputes resolution scheme managed by the Telecommunications Carriers' Forum.
The TCF - whose members include the major telecommunications companies - has appointed an independent company, Disputes Resolution Services, to manage the complaints system.
TCF chairman Malcolm Alexander said signing up to the scheme showed a telecommunications company was committed to customer satisfaction.
"We think they are showing that the public can have more confidence in the telecommunications industry," he said.
At present, CallPlus (includes Slingshot), Orcon, Telecom, TelstraClear, Vodafone (includes ihug) and WorldxChange have signed up and will split the running costs based on the number and complexity of complaints heard against them.
Wellington lawyer Bill Bevan - one of four consumer representatives and chairman of the governing council - said that for the scheme to work all phone and internet retail companies needed to join.
If companies did not sign up, consumers should "vote with their feet", he said.
"If your supplier doesn't take you seriously and doesn't get behind an independent scheme that gives you rights, then think twice about contracting with them."
The service is modelled on the Electricity and Gas Complaints Commission and the Banking Ombudsman, which are funded by industry players but operate independently from the companies and Government.
Complaints can be taken to the service if a phone or internet company accepts that it cannot resolve the dispute or a complaint is still unresolved after six weeks have elapsed.
"One of the key planks of the system is that companies themselves have to use all their best endeavours to try and resolve a complaint with the consumer first," said Bevan.
If a breach has occurred determinations made are binding but complainants have the option of pursuing a claim with the Disputes Tribunal.
