KEY POINTS:
Frustrated phone users logged more than 1000 complaints with a telecommunications watchdog in its first year of operation. Billing and credit issues were the biggest bugbear, followed by service delivery, customer service and network performance, says the Telecommunications Disputes Resolution scheme's third quarterly report.
Complaints included long periods on hold, over-the-top or pushy sales staff, unreturned messages and broadband speeds slower than promised. There was also rumblings about at least one major company's complaints process.
Neil McKellar, general manager of Disputes Resolution Services, which runs the scheme, said all bar a few "small operators" had joined the independent, voluntary scheme that launched last December.
By September 30 it had helped resolve 648 complaints - 302 relating to billing and credit, 175 to service and product delivery, 79 to customer service and 43 to network performance.
Cases published in the latest report included:
A rural dial-up customer who had signed for an unlimited flat internet rate was cut off and told she owed $1900, of which she had to pay $640 immediately to resume service. After travelling 30km to a Post Shop to pay, the internet was not restored for two weeks and she was then told there would be no refund.
Through TDR, she was offered credit of more than $1000.
A telesales call taken by an account holder's elderly father led to his toll call and internet services being cut off without his permission, resulting in an early termination fee.
The telesales rep from the new provider had taken advantage of an elderly, confused man, the customer said.
Through TDR, the new provider promised to ensure this didn't happen in future, credited the caller with all charges and switched him back to his old telecommunications firm.
Consumer New Zealand chief executive Sue Chetwin said the TDR scheme appeared to be doing a "reasonable job".
But concerned customers should consider switching providers, Chetwin said.
Independent service
Telecommunications Disputes Resolution is a free, independent service managing disputes between consumers and companies.
It can help only when the customer and company are at "deadlock'.
Determinations are binding, but complainants can also pursue a claim
with the Disputes Tribunal.
Disputes with telecommunications companies who do not belong to the
scheme are not covered.
To contact the TDR, phone: 0508-98-98-98 or email contact@tdr.org.nz.
- HERALD ON SUNDAY
